Jose Reyes
Georgetown,TX
Summary
Seeking a teaching position to apply my skills and contribute to the success of students.
Overview
19
19
years of professional experience
Work History
Policy Resolution Manager
Farmers Insurance Group
09.2020 - Current
- Plans and implements development strategies to consistently improve individual and team performance
- Effectively manages hiring, performance management, training curriculum and sustained success of new hire classes
- Piloted various process improvements to the new hire program that have been adopted throughout Service Operations including the new hire onboarding process, ID process, realistic job previews, call handling, training support training program and team integration
- Provides collaborative coaching for peer development and overall departmental success
- Participating in stakeholder meetings with affected business units, including Product, Underwriting, Distribution, etc
- Representing Service Operations in project meetings
- Participating in vetting, planning, and execution of varies projects
Service Operations Supervisor
Farmers Insurance Group
10.2016 - 09.2020
- Plans and implements development strategies to consistently improve individual and team performance
- Effectively manages hiring, performance management, training curriculum and sustained success of new hire classes
- Piloted various process improvements to the new hire program that have been adopted throughout Service Operations including the new hire onboarding process, ID process, realistic job previews, call handling, training support training program and team integration
- Provides collaborative coaching for peer development and overall departmental success
- Maintains open communication with current Functional Operation Managers and the Product/Underwriting team to review agent and employee feedback for additional clarification, resource development and continuous improvement
- Developed an extensive peer network to bridge the gap between departments for a successful one-and-done experience
- Mentoring to learn the role of a Functional Operations Manager
- Participating in stakeholder meetings with affected business units, including Product, Underwriting, Distribution, etc
- Representing Service Operations in project meetings
- Participating in vetting, planning, and execution of varies projects
Sr. Service Advocate
Farmers Insurance Group
09.2015 - 10.2016
- Joined Change Governance to work to improve operational efficiency by piloting new products and processes prior the company-wide release
- Communicate with internal and external customers about complex underwriting philosophies, policies and marketing initiatives to service customer accounts
- Subject Matter Expert for Farmers Smart Plan Auto and Farmers Smart Plan Home, including being a resource for peers and supervisors, troubleshooting and correcting processing steps, improving resources and submitting product improvements to the project managers
- Maintains risk selection integrity by analyzing, clarifying and processing complex policy and account related issues from internal and external customers
Customer Representative Associate
Progressive Insurance
11.2012 - 12.2014
- Handle transactions for single line of business by processing through systems and correspondence via phone and email
- Quoted and sold new businesses to potential and already established customers to drive profits and company goals
- Ability to interpret state law, regulation, and protocol to accurately change and modify current and new policies
- Process renewals, reinstatements, endorsements, payments, and state/federal filings on Progressive Systems
Central Checkout Manager
HEB
05.2005 - 01.2013
- Executed and managed schedule for department based on budget and hours allotted for each quarter for over 80 employees
- Dealt directly with financial inquires of the store and accounting
- Responded to inquiries regarding rules, regulations, policies, and procedures that are company and law regulated from employees and customers
- Provided work direction and training to Partners and ensure all departments' standards are met with teaching and by being a role model of superior customer service
Education
BS - Political Science & Government
Ashford University
Austin, TXSkills
- Bilingual (English and Spanish)
- Change Management
- Coaching & Development
- Critical Thinking
- Strong Decision-making
Leadership
Successfully led numerous teams of new hires and tenured advocates/consultants. Effectively managed hiring, performance management, training curriculum and sustained success of new hire classes.
References
Available upon request.
Timeline
Policy Resolution Manager
Farmers Insurance Group
09.2020 - Current
Service Operations Supervisor
Farmers Insurance Group
10.2016 - 09.2020
Sr. Service Advocate
Farmers Insurance Group
09.2015 - 10.2016
Customer Representative Associate
Progressive Insurance
11.2012 - 12.2014
Central Checkout Manager
HEB
05.2005 - 01.2013
BS - Political Science & Government
Ashford University