Nicholas Szeremet
Strongsville,OH
Summary
Experienced call center manager with a strong background in coaching and people management. Skilled in conducting weekly team meetings and bi-weekly one-on-ones for a team of 14 representatives. Proficient in interviewing and performance management, including termination when necessary. Diligently monitors daily KPIs to ensure high-level team performance and provides live monitoring for virtual team members in a call center environment. Thoroughly vets quality reviews for accuracy and disputes any discrepancies when necessary. Expertise in coaching representatives' soft skills to excel in speech analytics voice recognition metrics. Additionally, adept at assisting virtual representatives with IT and equipment errors.
Overview
10
10
years of professional experience
Work History
Agent Line Team Manager
New York Life Insurance
Cleveland, OH
01.2022 - Current
- Serve as a successful team leader for a group of16 call center representatives
- Ensure the team met and exceeded quality and productivity goals by providing daily coaching and feedback
- Monitor daily reports to maintain service levels and schedule adherence
- Conduct bi-weekly reviews to provide feedback and improve team performance
- Promote a culture of continuous learning by providing weekly updates on changes in systems, processes, and products
- Maintained open lines of communication with HR to enforce company policies and procedures, resulting in a high-performing and compliant team
- Streamlined the promotion process by interviewing internal representatives for promotions from Client to Agent Line
- Implemented a rigorous monitoring system that ensured the team's adherence to service levels and schedules
- Boosted team productivity and quality by implementing effective strategies and techniques within the initial three months of assuming leadership of a group of experienced representatives
Auto Claims Adjuster
The General/American Family Insurance
Memphis, TN
01.2021 - 01.2022
- Examined, evaluated, and investigated liability and property damage claims to determine coverage
- Conducted timely and efficient investigations and phone interviews as per company and state regulations
- Offered consistent communication to all involved parties
- Managed a caseload of over300 open claims
- Conducted effective and timely investigations and phone interviews as part of the claim’s evaluation process
- Maintained consistent communications with all parties involved in the claims process, ensuring smooth operations
- Expertly managed and processed a high volume of over300 open claims
- Achieved exceptional results in maintaining high standards of accuracy and efficiency in claims processing
Client Claims Liaison
Britton-Gallagher Brokerage
Cleveland, OH
01.2021 - 01.2021
- Functioned as a key intermediary between brokerage clients and insurance providers as a claim’s expert
- Ensured client requests and concerns were addressed promptly and efficiently during the claims process
- Also shared expertise and feedback with the Brokerage Claims Support team to enhance their skills and performance
- Successfully served as a bridge between clients and insurance providers, streamlining the claims process
- Ensured quick and effective resolution of client requests and concerns
- Played a crucial role in uplifting the Brokerage Claims Support team's performance through constructive feedback and coaching
- Created and facilitated orientation programs for newly hired employees in a newly established department
Claims Examiner Team Lead
Sedgwick Claims Management
Seven Hills, OH
01.2015 - 01.2021
- Directed a team of10 Auto Claims Adjusters, providing consistent coaching and feedback to elevate quality and productivity metrics
- Orchestrated team meetings to introduce and implement company policies and system modifications
- Delivered monthly performance updates and improvement strategies to the VP of Claims and the Claims Department Manager
- Ensured the daily operations ran smoothly and met the company's standards
- Enhanced the team's productivity and quality within the first three months of taking over a team of senior representatives
- Consistently reduced examiners' desk count while increasing claims quality
- Introduced and implemented changes in company guidelines and systems
- Regularly presented performance updates and improvement plans to the VP of Claims and the Claims Department Manager
- Improved the quality of claims while consistently reducing the number of cases assigned to examiners' desks
Education
BA - Management
University of Dayton
Dayton, OHSkills
- Call Center Team Operational Efficiency
- Customer Service Excellence
- Leadership & Team Management
- Strategic Planning & Execution
- Customer service
- Problem-solving
- Customer relations
- Training and mentoring
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Handling escalations
- Call center management
Timeline
Agent Line Team Manager
New York Life Insurance
01.2022 - Current
Auto Claims Adjuster
The General/American Family Insurance
01.2021 - 01.2022
Client Claims Liaison
Britton-Gallagher Brokerage
01.2021 - 01.2021
Claims Examiner Team Lead
Sedgwick Claims Management
01.2015 - 01.2021
BA - Management
University of Dayton