Morris Armstrong Jr
Galveston,Texas
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Life Field Support Supervisor
American National Insurance Company
12.2015 - Current
- Provide product awareness and assist with increasing sales and profits of American National’s life and annuity products
- Provide immediate and professional service responses to insurance agents, brokerage firms, financial institutions and other interested parties that require assistance
- Provide support for American National’s Marketing tools: e.g
- Product illustrations, life and annuity applications, supply orders and status on new submitted business
- Provide technical support to agents or marketing organizations that experience issues using American Nationals software and services
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed and implemented procedures for responding to inquiries and resolving technical issues.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Prepared agendas and took notes at meetings to archive proceedings.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Monitored employee and customer interactions to assess quality of service.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for 13 employees.
- Developed and maintained relationships with Insurance Agents, Brokerages and internal departments to enhance customer satisfaction.
- Conduct Interviews to back fill open positions with qualified candidates
Retention Supervisor
Dish Network Corp
08.2006 - 12.2015
- Ensures that staff performance follows established processes and proceeds and meets or exceeds departmental performance measurement standards
- Facilitate team meetings to ensure effective communications and to ensure that all team members have the necessary information and resources available to provide the highest levels of customer satisfaction and to ensure the operational integrity of the shift
- Receives, evaluates, researches and resolves and/or assists in resolving issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
- Evaluate disconnected customer accounts and reconnects as appropriate
- Supports staff in all aspects of productivity and performance management, including the provision of timely feedback and mentoring to elevate performance
- Communicate effectively with internal staff and external customers
- Complete special projects and/or other tasks as assigned
- Interviewing and hiring potential prospects
- Training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees;
- Identified changing customer needs and adapted service strategies to meet them.
- Evaluated current customer retention strategies and recommended improvements.
Customer Service Representative
Fry's Electronics Inc.
04.2006 - 02.2007
- Merchandising, sales, price management and product knowledge
- Handled customer inquiries and suggestions courteously and professionally.
Assistant Manager
Foot Locker
03.2003 - 04.2006
- Provide customer service, training, inventory, scheduling, , sales and hours budgeting, merchandising, price management, recruiting, and employee evaluations
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Assistant Manager
Gulf Greyhound Park
08.2002 - 03.2003
- Provide customer service, training and support to all wait staff and food service employees.
Education
Associate of Arts - Business Administration And Management
Galvestion College
Galveston, TX5.2025
Diploma - undefined
Some, Dickinson High School US
5.2000
Skills
- Computer/Tech
- Proficient with
- MS Word, Excel, and PowerPoint
- Sound knowledge of troubleshooting techniques for rapid resolution
- Microsoft SharePoint
- Knowledge Base
- Microsoft Windows
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
Certification
- ALMI, (American National)
- ACS, (American National)
Timeline
Life Field Support Supervisor
American National Insurance Company
12.2015 - Current
Retention Supervisor
Dish Network Corp
08.2006 - 12.2015
Customer Service Representative
Fry's Electronics Inc.
04.2006 - 02.2007
Assistant Manager
Foot Locker
03.2003 - 04.2006
Assistant Manager
Gulf Greyhound Park
08.2002 - 03.2003
Associate of Arts - Business Administration And Management
Galvestion College
Diploma - undefined
Some, Dickinson High School US