Michelle Balderas
South Bend,IN
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to driving strategic results with a focus on morale-building abilities to enhance employee engagement and boost performance.
Overview
33
33
years of professional experience
Work History
Area Customer Service Manager
Liberty Mutual Insurance Co.
09.2021 - Current
- Led 6 frontline supervisors and their 65+ direct reports to champion Network strategic priorities, drive results and build high performing, equitable and inclusive culture
- Demonstrate leadership skills in managing multiple projects from concept to completion, including Network tools and technology team, Network Diversity, Equity and Inclusion team and Continuous Improvement team
- Process owner for department hiring by leading and collaborating with recruiting, onboarding and interview team.
- Support, monitor and communicate messages
- Collaborate with upper management to improve customer service processes and support structures company-wide
- Conducted regular performance reviews of team members, identify areas for improvement and offer constructive feedback
Customer Service Specialty Supervisor
Liberty Mutual Insurance Co.
07.2019 - 09.2021
- Supervised 12 licensed insurance agents to ensure excellent customer service provided, established performance goals, consistently tracked progress
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes
- Led major initiatives within department that drove innovation or addressed critical business challenges
- Recruited new staff through hiring team
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines
- Maintained compliance with company policies, objectives, and communication goals
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
Customer Service Team Manager
Liberty Mutual Insurance Co.
06.2016 - 07.2019
- Led 6 frontline supervisors and their 60 direct reports to champion Network strategic priorities, drive results and build high performing, equitable and inclusive culture
- Demonstrated leadership skills in managing multiple projects from concept to completion, including Network Employee Engagement team, Network Diversity, Equity and Inclusion team and Continuous Improvement team
- Support, monitors and communicate messages
- Collaborated with upper management to improve customer service processes and support structures company-wide
- Conducted regular performance reviews of team members, identifying areas for improvement and offering constructive feedback
Customer Service Supervisor
Liberty Mutual Insurance Co.
07.2004 - 06.2016
- Supervised 12 licensed and unlicensed insurance agents, both on site and virtually to ensure excellent customer service provided, established performance goals, consistently tracked progress
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes
- Led major initiatives within department that drove innovation or addressed critical business challenges
- Recruited new staff through hiring team
- Maintained compliance with company policies, objectives, and communication goals
Quality Assurance Associate
Liberty Mutual Insurance Co.
06.2001 - 07.2004
- Listened to recorded calls to validate quality requirements to confirm licensed customer service insurance agents were closely following policies, procedures and aligning with compliance requirements
- Peer mentor agents as needed
- Completed projects through Targeted Listening and data analysis
Customer Service Representative
Liberty Mutual Insurance Co.
11.1999 - 06.2001
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts by providing efficient, high quality customer service to exceed expectations
- Conducted comprehensive policy reviews to identifying gaps in coverage, educate customers on available discounts, promote loyalty and policy retention through tailored recommendations.
- Increased cross-selling opportunities by proactively identifying potential new business leads during client interactions.
- Diffuse upset customers by effectively resolving their needs.
Senior Paralegal/Case Manager
St. Joseph County Prosecutor's Office, Child Support Division
02.1991 - 01.1999
- Manage team of 8 paralegals and clerks who were responsible to handle caseload in establishing or enforcing child support orders
- Completed investigations using various search tools to locate investigate variety of situations, locate defendants or information such as employment
- Ensured compliance with court rules and procedures by accurately preparing and submitting legal filings within established timeframes
- Facilitated efficient case resolution by attending depositions, hearings, mediations, and trials as necessary to assist attorneys in the presentation of evidence or arguments
- Conducted detailed client intakes and entered information into company database
- Communicated with clients, opposing counsel, legal staff and court personnel promptly and professionally
- Boosted office productivity by maintaining an accurate calendar of appointments, deadlines, and court appearances
- Notarized documents
Education
Bachelor of Science - Business Management
Indiana Institute of Technology
Ft Wayne, IN05.2016
Bachelor of Science - Organizational Leadership
Indiana Institute of Technology
Ft Wayne, IN05.2015
Indiana Property & Casualty Insurance License
11.1999
Skills
- Team Management and Leadership
- Call Center Operations
- Project Management
- Inter-department collaboration
- Business Analysis and Reporting
- Hiring and Training
- Exceptional communication
- Good Judgment
- Process Improvement
- Performance Tracking and Evaluation
- Meticulous attention to detail
- Flexible and reliable
Accomplishments
- Won 2011 Circle of Excellence Supervisor of the Year, Runner Up, Mishawaka, CRC
- Won 2008 Circle of Excellence Supervisor of the Year, Mishawaka, CRC
- Won 2006 Circle of Excellence Supervisor of the Year, Mishawaka, CRC
Timeline
Area Customer Service Manager
Liberty Mutual Insurance Co.
09.2021 - Current
Customer Service Specialty Supervisor
Liberty Mutual Insurance Co.
07.2019 - 09.2021
Customer Service Team Manager
Liberty Mutual Insurance Co.
06.2016 - 07.2019
Customer Service Supervisor
Liberty Mutual Insurance Co.
07.2004 - 06.2016
Quality Assurance Associate
Liberty Mutual Insurance Co.
06.2001 - 07.2004
Customer Service Representative
Liberty Mutual Insurance Co.
11.1999 - 06.2001
Senior Paralegal/Case Manager
St. Joseph County Prosecutor's Office, Child Support Division
02.1991 - 01.1999
Bachelor of Science - Business Management
Indiana Institute of Technology
Bachelor of Science - Organizational Leadership
Indiana Institute of Technology
Indiana Property & Casualty Insurance License
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