Leilany Garma
City Line
Summary
Dynamic leader with a proven track record excelling in cross-functional collaboration and strategic decision-making. Spearheaded innovative training strategies and workflow optimizations, significantly enhancing efficiency and service levels. Expert in analytical problem-solving and effective communication, achieving a notable increase in production and employee advancement.
Overview
14
14
years of professional experience
Work History
Enterprise Care Center Team Manager – ECC-BLRC
State Farm Insurance Companies
09.2023 - Current
- Collaborated with leaders from multiple ECC divisions on the Martin Business Area Retention Committee to refine retention strategies.
- Led the Training Teams workstream within the Retention Committee, focusing on refining training experiences and easing employee role transitions.
- Implemented a new training strategy for Underwriters that combined Legacy training with Policy Center training, all while maintaining positive Service Levels
- Worked alongside Learning Function to incorporate insights into future training plans.
- As a member of the Performance Enablement committee, facilitated sessions for First Line Leaders to address various scenarios and promote consistency across teams, collaborating with Second Line Leaders and the Performance Support Team
- Formulated guidelines for standardizing tour bids, resulting in Workforce Management planning process improvements scheduled for Q1 2025.
LDA - Team Manager– ECC-BLRC
State Farm Insurance companies
06.2023 - 09.2023
- Delivered a Training Proposal to the ECC VPO and her leadership team to raise awareness and gather feedback on current training initiatives
- Partnered with Learning Function during the initial phases of suggested enhancements to training pathways to improve the overall training experience
- Concentrated on ECC Onboarding, Training, Integration, and Exit Strategies to drive efficiencies, prompting our Learning Function partners to initiate audits across our lines to identify opportunities for improvement in various learning paths
Enterprise Care Center Supervisor – ECC-BLRC
State Farm Insurance companies
06.2022 - 06.2023
- Led a project to monitor time spent on self-study during the training path, identified areas of excessive waste, communicated the findings to leadership, and proposed effective solutions
- Implemented solutions and resources into the training path, enabling 18 associates to manage live contacts 16 weeks ahead of schedule while still covering all training content, which positively affected the department’s Service Levels
- Developed a Training Proposal that resulted in the formation of a project team dedicated to scaling my recommendations to enhance the training experience for our associates while prioritizing customer satisfaction
- Mentored new leaders in their roles by sharing diverse approaches to addressing business challenges and expanding their operational knowledge
- Successfully completed the Emerge, Reflect, and Grow Leadership Development Experience program, sharing insights with peers that led to a heightened focus on Diversity and Inclusion initiatives
Spanish Translation Services Supervisor
EBS
02.2019 - 06.2022
- Assessed incoming translation requests and established specialized queues to prevent backlogs by fulfilling requests in accordance with our defined SLAs, leading to an increase in production of 3 million words over the course of a year
- Led a job grade and salary review for employees in Spanish Language Services based on their specialized skill sets, resulting in the reclassification of the Interpretation Services team members from PA2 to PA3 and the Translation Services team members from PA3 to RA1/RA2
- Partnered with various business stakeholders to facilitate the transition to Smartling, our new translation software, while adhering to all enterprise guidelines, which culminated in a successful implementation with enhanced reporting capabilities
Spanish Interpretation Services Supervisor
ESS&P
10.2013 - 02.2019
Customer Care Center Supervisor
CCC In-Language
09.2012 - 10.2013
Spanish Translation Services Representative
CRC
09.2011 - 09.2012
Customer Response Center Representative
CRC
09.2010 - 09.2011
Education
M.A. - Child and Adolescent Psychology
The Chicago School of Professional Psychology
12.2011
Skills
- Cross-Functional Collaboration
- Strategic Decision Making
- Analytical Problem Solving
- Workflow Optimization
- Effective Communication Skills
- Efficiency Improvement Management
D&I Devotee
Passionate about embracing and creating an inclusive environment for all backgrounds.
Languages
Spanish
Native/ Bilingual
Timeline
Enterprise Care Center Team Manager – ECC-BLRC
State Farm Insurance Companies
09.2023 - Current
LDA - Team Manager– ECC-BLRC
State Farm Insurance companies
06.2023 - 09.2023
Enterprise Care Center Supervisor – ECC-BLRC
State Farm Insurance companies
06.2022 - 06.2023
Spanish Translation Services Supervisor
EBS
02.2019 - 06.2022
Spanish Interpretation Services Supervisor
ESS&P
10.2013 - 02.2019
Customer Care Center Supervisor
CCC In-Language
09.2012 - 10.2013
Spanish Translation Services Representative
CRC
09.2011 - 09.2012
Customer Response Center Representative
CRC
09.2010 - 09.2011
M.A. - Child and Adolescent Psychology
The Chicago School of Professional Psychology
Similar Profiles
Patricia WilliamsPatricia Williams
Claim Specialist Auto and Bodily Injury Claims at State Farm Insurance CompaniesClaim Specialist Auto and Bodily Injury Claims at State Farm Insurance Companies
May McKinneyMay McKinney
Claims Team Manager at State Farm Insurance CompaniesClaims Team Manager at State Farm Insurance Companies
Leslie L. FulghamLeslie L. Fulgham
WCCS Deployed Claim Specialist at State Farm Insurance CompaniesWCCS Deployed Claim Specialist at State Farm Insurance Companies