Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
General Manager
Universal Cleaners, LLC
07.2021 - Current
Integrated a state-of-the-art POS system, enhancing pricing strategies and accelerating AR processes, increasing profitability by 10%
Developed and executed growth strategies, achieving year-over-year revenue growth of 10%
Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
Supervised daily operations across multiple locations, implementing customized policies to boost productivity by 20%
Analyzed market trends and competitor activities to create competitive pricing.
Developed and maintained relationships with customers and suppliers through account development.
Formulated policies and procedures to streamline operations.
Optimized budget management, reducing unnecessary costs by 10% while maintaining operational quality.
Customer Service Representative
MyCOI
11.2020 - 07.2021
Provided comprehensive support via phone, chat, and email, ensuring positive client feedback.
Cultivated enduring relationships with customers, leading to increased client referrals and impacting the bottom line positively
Resolved complex customer requests, reducing escalations by 10% and increasing satisfaction ratings
Ensured accuracy and compliance in data entry tasks, optimizing certificate management procedures for various sectors.
Sales Agent
Acceptance Insurance
07.2020 - 11.2020
Provided personalized guidance on auto and property insurance, increasing understanding and customer satisfaction
Maintained adherence to underwriting guidelines for multiple insurance companies, contributing to revenue growth.
Fostered relationships with local business partners, driving sales and expanding market reach.
Explained features and advantages of insurance products or services to customers.
Achieved goal of selling 30 polices monthly
Gold Customer Service Supervisor
Liberty Mutual Insurance
06.2010 - 03.2020
Led a team of 12 agents to achieve business targets for Average Handle Time, Customer Satisfaction Scores, and Cross-selling products.
Developed coaching programs, improving agent performance and retention
Implemented Diversity and Inclusion training, promoting an inclusive work culture
Identified customer service trends to provide recommendations for process and procedural improvements.
Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Achieved Circle of Excellence award for top 10% KPI performance within Service Operations.
Education
Bachelor of Science - Business Communications
University of Phoenix
Phoenix, AZ
08.2012
Skills
Agency Management System
Microsoft Office
Operations Management
Budget Management
Strategic Planning
Customer Support
Relationship Building
Partnership Development
Diversity & Inclusion
Risk Management
Training & Coaching
Licence
Indiana Property & Casualty Insurance License, State of Indiana, 07/2010
Timeline
General Manager
Universal Cleaners, LLC
07.2021 - Current
Customer Service Representative
MyCOI
11.2020 - 07.2021
Sales Agent
Acceptance Insurance
07.2020 - 11.2020
Gold Customer Service Supervisor
Liberty Mutual Insurance
06.2010 - 03.2020
Bachelor of Science - Business Communications
University of Phoenix
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