Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kandice Dauberman

Haymarket,VA

Summary

Results-driven insurance expert with extensive knowledge of regulations and procedures gained through 10+ years of experience. Proven leadership ability to coach teams towards achieving exceptional results. Adept at handling irate customers and resolving concerns. Skilled communicator known for problem-solving, adaptability, and unwavering focus on client satisfaction.

I am a motivated individual leveraging my intangible customer service expertise to pursue opportunities in Salesforce Administration certification and digital marketing.

Overview

6
6
years of professional experience

Work History

Marketing Consultant

Salamis Solutions LLC
Haymarket, VA
06.2024 - Current
  • Manage relationships with customers for advertising and promotional services.
  • Develop and implement marketing campaigns to increase product awareness.
  • Provide/collaborate ideas on creative design concepts related to marketing collateral.
  • Created content for various digital channels, including websites and social media platforms.
  • Managed social media accounts, increasing engagement.
  • Canva

Auto Training Supervisor

GEICO
Fredericksburg, Virginia
07.2022 - 06.2024
  • Directed and supervised daily team training and service floor operations to ensure optimal efficiency.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Trained and promoted newly licensed agents, resulting in their successful integration into the company. As well as mentored and coached my teams to achieve top 10% rankings nationwide, based on performance metrics.
  • Collaborated with the service team, training team, and other departments to coordinate workflow processes.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Effectively handled customer concerns with policies or experience.
  • Acted as a liaison between upper management and agents, facilitating open communication.
  • Led weekly team rallies to discuss focuses, results, and goals.
  • Agile leadership is dependent upon the focus or need.
  • Managed a team of 5-10 employees at a time, ensuring high productivity and quality standards were met.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Helped to train new employees on company policies, job duties, and performance expectations.
  • Prepared and presented reports on team performance, challenges, and achievements to upper management.
  • Identified needs of customers promptly and efficiently.
  • Maintained positive working relationship with fellow staff and management.

Auto Coach/ Service Floor Supervisor

GEICO
Fredericksburg, Virginia
07.2019 - 07.2022
  • Effectively managed performance through my agents, consistently achieving top quartile results
  • Monitored calls through system, as well as live to help coach effective behaviors
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Performed weekly audits to ensure top-tier results countrywide.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Implemented strategies for my agents to ensure top quartile results, as well as prompt customer service resolution and satisfaction.

Quality Monitoring Team

GEICO
Fredericksburg, Virginia
01.2019 - 07.2019
  • Monitored calls on a team for the entire auto service department to ensure quality control, performance of the highest quality, as well as coaching opportunities.

Education

Some College (No Degree) -

Southern New Hampshire University
Hooksett, NH

Skills

  • Customer service relations/communication skills
  • Leadership/ Soft Skills
  • Diffusing escalating customers or situations
  • Understanding needs of customers to ensure top quality customer service either by me directly, or my guidance through my agents
  • Agile leadership based on the needs of the company/ my team
  • KPI metric coaching
  • Coaching/ helping to train new hires
  • Confluence
  • All Salesforce Admin badges completed
  • Team work and collaboration
  • Licensed since 2014 for auto insurance lines
  • Training experience
  • Emotional Intelligence

Accomplishments

  • Consistently ranked top 10-20% supervisor countrywide

Timeline

Marketing Consultant

Salamis Solutions LLC
06.2024 - Current

Auto Training Supervisor

GEICO
07.2022 - 06.2024

Auto Coach/ Service Floor Supervisor

GEICO
07.2019 - 07.2022

Quality Monitoring Team

GEICO
01.2019 - 07.2019

Some College (No Degree) -

Southern New Hampshire University

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Kandice Dauberman