Judith Hill
Milford,DE
Summary
Experienced professional with 20+ years of expertise in call center operations and supervisory roles. Skilled in team training, process improvement, and performance analysis to optimize efficiency and service quality. Seeking a Call Center Supervisor position to drive operational excellence and foster employee development.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
The Leazer Group/The Hill Agency (Remote)
04.2024 - Current
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Enhanced agency reputation through consistent provision of accurate, timely, and knowledgeable advice on insurance policies and regulations.
- Promoted products and services using upselling and other sales strategies.
Lead Supervisor
FHR, Inc
03.2023 - Current
- Oversees team training and development, ensuring adherence to daily schedules and effective delegation of tasks to optimize productivity and efficiency
- Maintains accurate records of timecards, maintenance, and production, while enforcing organizational standards to uphold quality and safety
- Analyzes key performance indicators to inform process improvements and conducts regular monitoring of employee performance, providing targeted feedback for continuous growth.
Master Level Clinician
FHR, Inc
12.2022 - 03.2023
- Demonstrated expertise in crisis management by effectively calming clients in high-stress situations, ensuring a safe and supportive environment
- Conducted thorough reviews of intake forms for accuracy and completeness, upholding strict adherence to documentation protocols
- Managed and maintained confidential clinical records, ensuring compliance with organizational standards and prompt response to inquiries through various communication channels.
Experience Teacher Assistant
SESI Schools
08.2022 - 12.2022
- Enforced educational policies and maintained safety protocols, contributing to a secure and effective learning environment
- Monitored and managed student assignments, ensuring academic objectives were achieved
- Oversaw the completion of educational goals, consistently meeting or surpassing target benchmarks.
Substitute Teacher K
Milford Delaware School District
12.2021 - 06.2022
- Enhanced student engagement and classroom management by effectively implementing behavior standards across various educational settings
- Provided targeted support and mentorship to students facing academic challenges, ensuring adherence to established learning objectives.
Care Giver
Private Party
03.2005 - 12.2020
- Delivered comprehensive care to elderly patients with disabilities, ensuring their daily comfort and well-being
- Managed medication schedules effectively, administering and monitoring intake as prescribed by healthcare professionals
- Facilitated a clean and organized living environment, in addition to providing meal preparation and assistance with physical activity.
Night Audit Supervisor
Holiday Inn of Princeton NJ
06.1999 - 06.2005
- Managed financial transactions by accurately balancing cash drawers and recording receipts, ensuring fiscal responsibility and integrity
- Provided customer service by addressing and resolving guest complaints, fulfilling requests, and acting promptly in emergency situations
- Executed accounting responsibilities, including processing invoices, posting payments to vendors, and distributing payroll, while also reconciling account discrepancies.
Insurance Broker/Agent
Liberty Mutual Insurance
06.1993 - 07.1999
- Enhanced client portfolio by elevating sales performance and securing high customer retention rates through personalized risk assessment and tailored insurance solutions
- Provided expert guidance to clients on risk management, ensuring informed decisions about suitable insurance coverage levels
- Delivered clear and effective communication of coverage options, facilitating clients' understanding and enabling them to make confident insurance choices.
Education
Masters in Psychology/Organizational Management - Organizational Management
University of Arizona Global
Chandler, Arizona11.2014
BA In Psychology -
University of Arizona Global
Chandler, Arizona11.2012
Skills
- Team Building
- Complex Problem Solving
- Employee Coaching and Motivation
- Goal Setting
- Problem Resolution
- Teamwork and Collaboration
- Onboarding and Orientation
- Team Leadership
Certification
- Area of expertise Licensed in:
- Delaware
- Ohio
- West Virginia
- Michigan
Timeline
Licensed Insurance Agent
The Leazer Group/The Hill Agency (Remote)
04.2024 - Current
Lead Supervisor
FHR, Inc
03.2023 - Current
Master Level Clinician
FHR, Inc
12.2022 - 03.2023
Experience Teacher Assistant
SESI Schools
08.2022 - 12.2022
Substitute Teacher K
Milford Delaware School District
12.2021 - 06.2022
Care Giver
Private Party
03.2005 - 12.2020
Night Audit Supervisor
Holiday Inn of Princeton NJ
06.1999 - 06.2005
Insurance Broker/Agent
Liberty Mutual Insurance
06.1993 - 07.1999
Masters in Psychology/Organizational Management - Organizational Management
University of Arizona Global
BA In Psychology -
University of Arizona Global
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