PATRICIA ROBINS
Irving
Summary
Results-oriented Operations Technician with over 20 years of experience in process improvement and customer relationship management. Expertise in optimizing workflows, ensuring compliance, and enhancing service delivery through effective communication and problem-solving. Proven skills in training teams and driving operational improvements to deliver exceptional customer service.
Overview
41
41
years of professional experience
Work History
Agency Operations Technician
State Farm
Richardson
12.2005 - Current
- Operated and maintained equipment to enhance workflow in insurance processing.
- Monitored daily operations to ensure compliance with company policies and procedures.
- Collaborated with team members to streamline processes, enhancing service delivery.
- Assisted in training new employees on operational best practices and safety standards.
- Reviewed and improved existing processes, boosting operational efficiency.
- Provided guidance to new team members on operational procedures and compliance standards.
- Coordinated with departments to troubleshoot technical issues as they arose.
- Identified customer needs to ensure timely responses and improve service delivery.
Collections Agent
Citibank
Irving
08.2000 - 10.2005
- Streamlined collection processes, enhancing overall efficiency and productivity.
- Educated clients on payment options and financial products, resulting in informed financial decisions.
- Negotiated payment plans with customers, ensuring timely debt repayment.
- Engaged with account holders to facilitate understanding of their financial responsibilities. to explain debt management strategies for prompt payments.
- Identified past due accounts, initiating contact to arrange payments.
- Processed various payment methods, including credit cards and online banking, maximizing transaction efficiency.
- Maintained accurate records of customer interactions and collection efforts in the database system.
- Resolved complex collection issues while ensuring compliance with laws and company policies.
Business Office Manager
Montgomery Wards Department Store
Irving
11.1985 - 06.2000
- Managed daily operations of business office, ensuring efficient workflow and productivity.
- Oversaw payroll processing, ensuring accurate verification of hours and timely distribution of paychecks.
- Implemented office policies, improving operational efficiency and ensuring compliance with regulatory standards.
- Supervised staff, providing training and support for optimal performance and development.
- Maintained financial reports and employee records, facilitating informed decision-making.
- Monitored accounts receivable, identifying delinquencies and advising on account irregularities to facilitate timely resolution.
- Resolved customer inquiries and complaints promptly, maintaining high service standards.
- Coordinated scheduling and logistics for meetings and special events effectively.
Education
High School Diploma -
Irving High School
Irving, TX05-1978
Skills
- Process improvement and technical troubleshooting
- Performance troubleshooting and analysis
- Key performance indicators tracking
- Customer relationship management
- Time management and prioritization
- Team collaboration and building
- Problem solving and analytical thinking
- Attention to detail
- Effective communication skills
- Conflict resolution
- OSHA regulations compliance
- Product development and continuous improvement
- Decision-making and professionalism
- Active listening and interpersonal communication
- Idea development and brainstorming techniques
Timeline
Agency Operations Technician
State Farm
12.2005 - Current
Collections Agent
Citibank
08.2000 - 10.2005
Business Office Manager
Montgomery Wards Department Store
11.1985 - 06.2000
High School Diploma -
Irving High School