Michele Notarfrancesco
Virginia Beach,VA
Summary
Dynamic Team Leader experienced in building and maintaining cohesive teams. Creates positive relationships with all organizational levels to enhance employee satisfaction and business success. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Hardworking and detail-oriented team player with strong communication and organizational skills to tackle any operational demand.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Underwriting Team Lead
GEICO
Virginia Beach, VA
03.2019 - 12.2023
- Managed team of 8-15 Property & Casualty underwriters, overseeing daily operations, workload distribution, and performance evaluations in order to protect profit in region.
- Implemented process improvements to enhance underwriting skills and foster processional growth within team.
- Improved overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with internal departments and management on regular basis to develop and maintain underwriting standards and procedures, resolve complex underwriting issues and improve cross-functional processes.
- Reviewed and approved underwriting decisions for assigned region; analyzed underwriter performance, identified trends and performance gaps, and provided guidance on complex cases for improving results.
- Drafted responses for internal and external inquiries related to underwriting operations and procedures; responded promptly and accurately, providing clear explanations and rationale behind decisions taken.
Regional Customer Service Trainer
GEICO
Virginia Beach, VA
02.2011 - 03.2019
- Developed and conducted uniform customer service training programs for new hires and existing employees, covering topics such as communication skills, conflict resolution, and product knowledge to support corporate objectives.
- Utilized various training methodologies, including classroom instruction, e-learning modules, and role-playing exercises, to accommodate different learning styles and maximize engagement.
- Developed and implemented structured onboarding program that improved new hire retention rates by 20%.
- Increased regional customer survey results by 25% by developing and facilitating comprehensive training sessions which included guides for representatives" use.
- Facilitated Training Preparation Program for new trainers and classroom leads throughout organization.
- Monitored training effectiveness and performance metrics daily, providing coaching and feedback to individuals and teams to ensure continuous improvement towards performance goals.
- Maintained accurate records of all training activities, including attendance, evaluations and assessments to report to upper management and Human Resources.
- Established key performance indicators (KPIs) and metrics to measure the effectiveness of onboarding programs, tracking progress and making data-driven improvements as needed.
Customer Service Team Lead
GEICO
Virginia Beach, VA
08.2009 - 02.2011
- Managed team of 8-12 service technicians in providing technical assistance to customers in region.
- Monitored customer calls and analyzed customer survey feedback data to determine areas for improvement in service delivery, call handling times and product knowledge.
- Led regular team meetings and one-on-one coaching sessions to review performance, discuss best practices, and collaborate on continuous improvement initiatives.
- Maintained high employee retention rates by fostering positive work environment and supporting professional development opportunities.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Created and championed agent bonus program and Associate Senate Program to help improve department morale.
- Regional Corporate Service Contest Champion and Department Celebration lead coordinator.
Sales Team Lead
GEICO
Virginia Beach, VA
12.2004 - 08.2009
- Managed team of 10-24 sales representatives to consistently exceed monthly and quarterly sales targets in region.
- Developed high-performing sales teams through regular coaching sessions, skill development trainings, and performance evaluations.
- Worked closely with upper management to develop strategies for improving operational efficiency and productivity within department.
- Cultivated positive team culture by encouraging open communication channels, celebrating successes, and recognizing individual achievements.
- Managed department schedules to maintain adequate staffing and customer service levels and minimize overtime.
- Implemented and coordinated creative incentive programs, special events, and contests to motivate team members and drive exceptional sales results for the department.
Education
Bachelor of Science - Business Administration And Management
Old Dominion University
Norfolk, VA12-2002
Bachelor of Science - Marketing
Old Dominion University
Norfolk, VA12-2002
Skills
- Leadership and Development
- Relationship building and teamwork
- Change Management
- Strong problem-solving and decision-making abilities
- Trend tracking
- Time management and organization
- Subject matter expertise
- Performance Improvement
- Coaching and Mentoring
- Instructional design and curriculum development
- Ability to multitask and prioritize in a fast-paced environment
- Excellent communication and interpersonal skills
Certification
- Six Sigma Yellow Belt
Timeline
Underwriting Team Lead
GEICO
03.2019 - 12.2023
Regional Customer Service Trainer
GEICO
02.2011 - 03.2019
Customer Service Team Lead
GEICO
08.2009 - 02.2011
Sales Team Lead
GEICO
12.2004 - 08.2009
Bachelor of Science - Business Administration And Management
Old Dominion University
Bachelor of Science - Marketing
Old Dominion University