Martha Valdez
Princeton,TX
Summary
Training and service management professional with extensive leadership experience in staff development, performance management and new hire training and onboarding. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proficient in Excel, Word, Powerpoint, OneNote and PowerBI.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Training Manager
GEICO
01.2020 - Current
- Supported and developed team of 4 trainers and 7 supervisors to onboard and train ~250 new hires each year to provide competent insurance advice and excellent client experience.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Managed employee coaching, training, and performance improvement actions.
- Evaluated success of training programs, recommended and implemented improvements to enhance effectiveness.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Created and implemented Onboarding structure for new hires.
- Reviewed training materials for accuracy and company policy compliance.
- Implemented new learning strategies depending upon employees' skill levels.
- Coordinated and facilitated technical training and personal development classes for staff members.
- Analyzed associate turnover data and implemented changes to improve associate retention.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Manager
GEICO
12.2016 - 01.2020
- Supported and developed team of 9 supervisors and 90 agents to provide excellent client experience and competent insurance counseling.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored Supervisors on performance-oriented strategies and customer service techniques.
- Redesigned leadership development program for Sales and Service departments and achieved 98% NPS.
- Analyzed turnover data and implemented plans that yielded 11.5 point improvement in turnover year over year.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities maintained schedules and monitored performance.
Training Supervisor
GEICO
09.2014 - 12.2016
- Developed and Mentored 7 training supervisors to successfully train new hires
- Created and managed program for 12 performance coaches to help provide support during new hire training.
- Coordinated with department leaders to identify training needs and develop targeted solutions.
- Developed and executed strategies to improve department performance.
- Facilitated ongoing training for Managers, Supervisors and agents to improve client experience, call quality and efficiency.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Provided coaching and mentoring to employees.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
Customer Service Supervisor
GEICO
09.2013 - 09.2014
- Supported and developed team of 8-10 agents through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to excellent customer service.
- Coached team members to deliver competent insurance advise while driving excellent client service, efficiency and call quality.
- Actively supported service associates by quickly responding to questions and finding appropriate solutions to customer issues.
- Drove departmental performance and achievement of service levels through daily monitoring, structured coaching, and managing to high targets.
Leadership Development Program
GEICO
10.2012 - 09.2013
- Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
- Completed classes on topics such as change management, disciplined approach to completing work, identifying coaching needs and coaching execution.
- Developed team of 3-5 agents with focus driving performance and mentoring.
Customer Service Representative
GEICO
01.2012 - 10.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and de-escalated major issues.
- Answered more than 60 customer calls per day with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered competent insurance advice and assistance to customers, paying attention to special needs or wants.
Sales and Service Specialist
Farmers Insurance
08.2005 - 01.2012
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Trained new customer service representatives on best practices, policies and procedures.
Education
Bachelor of Science - Psychology
University of North Texas
Denton12.2008
Skills
- Decision-Making
- Problem Solving
- Strategic Thinker
- Written and Oral Communication
- Training Program Development
- Improvement Recommendations
- Customer Service
- New Hire Training and On-Boarding
- Relationship Building
- Leadership Development
- Workforce Management
- Performance Motivation
Certification
Personal Lines - Property and Casualty Insurance Agent
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Service Training Manager
GEICO
01.2020 - Current
Customer Service Manager
GEICO
12.2016 - 01.2020
Training Supervisor
GEICO
09.2014 - 12.2016
Customer Service Supervisor
GEICO
09.2013 - 09.2014
Leadership Development Program
GEICO
10.2012 - 09.2013
Customer Service Representative
GEICO
01.2012 - 10.2012
Sales and Service Specialist
Farmers Insurance
08.2005 - 01.2012
Bachelor of Science - Psychology
University of North Texas
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