Justin Guy
Elkton,MD
Summary
Professional with substantial experience in service operations management. Strong focus on team collaboration and achieving measurable results. Adept at process optimization, conflict resolution, and resource allocation. Reliable in adapting to changing needs and ensuring operational excellence.
Overview
20
20
years of professional experience
Work History
Service Operations Supervisor
Toggle Insurance/New Ventures
12.2022 - 02.2025
- Company Overview: Part of Farmers Insurance Company
- Directly managed and motivated teams of 12-18 customer service representatives
- Directly managed a team of four Policy Support staff
- Supported in providing service excellence on two separate brands and multiple programs
- Constant assessments of individual and team performance to strategically drive for improved results
- Adapted to constantly changing policies, guidelines and staff
- Used effective coaching to drive results and encourage team development
- Dedicated to creating an environment that encourages continuous improvement
- Part of Farmers Insurance Company
Customer Care Supervisor
21ST Century Insurance/ Toggle Insurance
11.2007 - 12.2022
- Company Overview: Re-branded from AIGM November 2008, Acquired by Farmers Insurance July 2009
- Directly supervised and motivated teams of 8-20 customer service representatives
- Supported a team of leaders in managing their teams and contributions to the department goals
- Frequently reviewed customer feedback to determine actions that were needed to improve the experience for all customers
- Regularly assessed schedules to ensure proper staffing was in place to provide the best possible customer experience while also managing expenses
- Provided support and customer service excellence on multiple systems
- Worked with multiple departments across the organization to meet and improve business results
- Conducted interviews to get ideal candidates and assisted in the onboarding and training of high quality employees
- Acted as a project manager for numerous needs throughout product transitions
- Re-branded from AIGM November 2008, Acquired by Farmers Insurance July 2009
Customer Service Specialist
AIGM
09.2004 - 11.2007
- Company Overview: Vestal, NY
- Obtained and maintained P & C license in resident state and California
- Became certified in billing, reinstatement's, underwriting guidelines and specialty states
- Assisted customers in managing and understanding their auto insurance policies
- Mentored new customer service representatives
- Vestal, NY
Education
Bachelor of Science - Marketing
State University of New York At Oswego
Oswego, NYAssociate of Science - Business Administration
Herkimer County Community College
Herkimer, NYSkills
- Scheduling coordination
- Policy enforcement
- Incident management
- Compliance monitoring
- Workforce planning
- Service level agreements
- Customer service
- Problem-solving
Timeline
Service Operations Supervisor
Toggle Insurance/New Ventures
12.2022 - 02.2025
Customer Care Supervisor
21ST Century Insurance/ Toggle Insurance
11.2007 - 12.2022
Customer Service Specialist
AIGM
09.2004 - 11.2007
Bachelor of Science - Marketing
State University of New York At Oswego
Associate of Science - Business Administration
Herkimer County Community College
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