Mary Newman
Ocala,FL
Summary
Passionate Trainer with extensive knowledge of call center training and proven success working with new hires. Devoted to long-lasting and comprehensive results for every client. Trained in insurance and LMS use.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Policy Admin Trainer
TypTap Insurance
02.2022 - Current
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Trained and mentored 68+ new personnel hired to fulfill various roles.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Introduced standardized training for cohesive learning environments.
- Recorded and edited videos to facilitate remote learning.
- Supported productivity increase and business growth through new hire training and mentoring.
- Contributed to reductions in employee turnover by revamping training programs.
- Wrote training manuals for client service employees and call center positions according to strict company guidelines and state insurance protocols.
- Designed and delivered web-based, self-directed learning materials.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
Team Lead-Client Services
TypTap Insurance
11.2020 - 02.2022
- Set clear objectives, define roles and responsibilities and ensure each team member aligns with team's vision.
- Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
- Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved.
- Recognize and reward good performance, provide feedback and encourage professional development.
- Support team members' professional development by providing opportunities for training and growth.
- Ensure team compliance with company policies and procedures.
- Support and guide team members to ensure they meet their individual targets and KPIs.
- Generate reports on team performance and provide regular updates to senior management.
Client Services Representative
TypTap Insurance
12.2018 - 11.2020
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Member, Membership Trustee, & Secretary
ABATE - Forest Chapter
02.2018 - 02.2019
- Consult with leadership
- Track and compile collected data
- Maintain a database of all member materials & meeting materials
- Generate reports on membership performance and provide regular updates to leadership.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained electronic filing systems and categorized documents.
- Created and updated records and files to maintain document compliance.
- Entered data into system and updated customer contacts with information to keep records current.
- Managed filing system, entered data and completed other clerical tasks.
Member Care Representative
Nationwide Insurance
02.2017 - 07.2018
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Library Technical Assistant
State Of FL DOC
12.2015 - 07.2016
- Monitored library environments to maintain safe, hazard-free settings.
- Directed total budgeting, purchasing and scheduling operations and wrote successful grants to fund innovative library and media projects.
- Restored order in face of conflicts between patrons and staff regarding policies, services and resource use.
- Greeted patrons warmly and offered to assist with issues or needs.
- Organized library catalog, supplies, equipment and records.
- Kept catalog orderly and updated with latest material additions and removals.
- Oversaw media, catalog and instructional areas.
- Maintained equipment in good working order for facility-wide use.
- Classified and coded different types of materials according to library policies and organizational standards.
- Kept up-to-date records of materials, maintained inventory and corrected cataloging errors.
- Collected and analyzed statistics on program data and usage using Excel.
Customer Service Representative
Sitel
09.2013 - 12.2015
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sandwich Maker
Kangaroo Express
05.2013 - 09.2013
- Assisted customers in choosing menu items by providing food complementing information.
- Executed sandwich artistry duties with very low occurrence of errors.
- Greeted guests, promoted specials, and took orders.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Met sales targets by encouraging customers to buy extra food items such as drinks, desserts, and sides.
- Operated manual and electric appliances to peel, slice, and trim food.
- Monitored inventory and requisitioned low-stock items.
- Prepared and served hot and cold sandwiches based on customer preferences.
- Prepared and presented food in compliance with health and safety guidelines.
Cashier & Customer Service Desk
Toys R Us
10.2012 - 05.2013
- Helped customers complete purchases, locate items, and join reward programs.
- Addressed customer needs and made product recommendations to increase sales.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Restocked and organized merchandise in front lanes.
- Worked flexible schedule and extra shifts to meet business needs.
- Upsold additional products and services to increase revenue.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Associate Of Science - AS - Psychology
Santa Fe College
Gainesville, FL05.2015
Skills
- New Hire Training
- Training Needs Analysis
- Curriculum Creation
- Remote Learning
- Training material updates
- Creative Problem-Solving
- Operations Management
- Performance Management
- Workforce Management
- Customer Relationship Management (CRM)
- Verbal and written communication
- Escalation management
Certification
- 2-20 Insurance License, State Of Florida
- 6-20 Insurance License, State Of Florida
References
Available upon request.
License
6-20 Adjuster All Lines
2-20 Property & Casualty License
Timeline
Associate Policy Admin Trainer
TypTap Insurance
02.2022 - Current
Team Lead-Client Services
TypTap Insurance
11.2020 - 02.2022
Client Services Representative
TypTap Insurance
12.2018 - 11.2020
Member, Membership Trustee, & Secretary
ABATE - Forest Chapter
02.2018 - 02.2019
Member Care Representative
Nationwide Insurance
02.2017 - 07.2018
Library Technical Assistant
State Of FL DOC
12.2015 - 07.2016
Customer Service Representative
Sitel
09.2013 - 12.2015
Sandwich Maker
Kangaroo Express
05.2013 - 09.2013
Cashier & Customer Service Desk
Toys R Us
10.2012 - 05.2013
Associate Of Science - AS - Psychology
Santa Fe College
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