Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rebecca Allen

Tyler,TX

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Supportive Team Lead with 24 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

26
26
years of professional experience

Work History

North Western Docketing Team Lead

Texas Department Of Insura
03.2017 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Directed and supervised team of [Number] engaged in [Type] and [Type] development.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Held weekly team meetings to inform team members on company news and updates.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.

Field Office Manager

Texas Department Of Insurance
03.2006 - 02.2017
  • Created a more organized and efficient filing system to improve document retrieval times and reduce instances of misplaced files.
  • Cultivated positive working relationships among team members by promoting open communication and encouraging teamwork, ultimately leading to higher morale and job satisfaction rates among staff members.
  • Assisted in resolving conflicts between coworkers diplomatically by mediating conversations between parties involved before escalating issues further up the chain of command if necessary.
  • Implemented effective safety procedures to minimize workplace accidents and ensure employee wellbeing.
  • Streamlined communication channels for better collaboration between departments, resulting in improved overall productivity.
  • Conducted performance evaluations for subordinates, providing constructive feedback on areas for improvement and recognizing exceptional work when appropriate.
  • Managed all aspects of field office operations, ensuring timely completion of projects within budget constraints.
  • Led recruiting efforts for new hires, interviewing candidates, making final selections based on merit rather than solely experience alone—resulting in a more diverse workforce capable of tackling unique challenges together as a cohesive unit.
  • Trained employees on company software and technology tools, ensuring consistent usage of resources throughout the organization, leading to increased effectiveness in daily operations.
  • Spearheaded successful training programs to develop employee skills and enhance job satisfaction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Customer Service Supervisor

Texas Department Of Isurance
06.2000 - 03.2006
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
  • Created, prepared, and delivered reports to various departments.
  • Monitored call center data to assess trends, proactively implementing solutions for identified issues.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Monitored front areas so that questions could be promptly addressed.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Docket Clerk

Texas Department Of Insurance
10.1998 - 06.2000
  • Supported efficient courtroom proceedings by being well-prepared with necessary documentation before each hearing or trial session.
  • Contributed to legal team success with precise preparation of court orders, subpoenas, and summons notices.
  • Managed sensitive information discreetly while maintaining confidentiality standards at all times when handling client data or case details.
  • Strengthened team collaboration by providing administrative support to attorneys as needed during trial preparation phases.
  • Ensured timely communication, coordinating between attorneys, judges, and court personnel.
  • Demonstrated exceptional attention to detail in the review and filing of legal documents in compliance with court guidelines.
  • Improved workflow efficiency, organizing files to allow easy access and retrieval of vital documents.
  • Played a significant role in reducing case delays by consistently meeting critical deadlines for filings.
  • Delivered superior customer service, attending to inquiries from attorneys, clients, or other stakeholders on the progress or status of cases.
  • Streamlined docket management processes for improved efficiency and time savings.
  • Expedited document processing, facilitating swift resolution of cases.
  • Prevented scheduling conflicts by diligently monitoring multiple calendars for accurate appointments and deadlines.
  • Kept parties apprised of important updates through prompt notification of upcoming events or changes in case status.
  • Maintained comprehensive records by accurately updating the electronic filing system with relevant documents and filings.
  • Enhanced docket accuracy by meticulously reviewing and verifying case information.
  • Upheld high standards of accuracy by regularly auditing the docket system and taking corrective action when necessary.
  • Maintained court dockets and updated disposition of cases after court hearings and trials.
  • Provided assistance to attorneys and court personnel in courtroom
  • Answered telephone calls, took messages and transferred calls to appropriate colleagues.
  • Reviewed court documents to process subpoenas, motions and pleadings.
  • Prepared court documents for filing in alignment with established protocols to support compliance.
  • Maintained and updated electronic databases to accurately and securely store court documents.
  • Prepared court orders and judgments for signature.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Examined legal documents submitted to courts for adherence to laws and court procedures.
  • Assisted court in scheduling hearings, meetings and other events to support seamless operations.
  • Drafted professional court correspondence to facilitate legal proceedings.
  • Coordinated courtroom proceedings and enforced adherence to proper procedures.
  • Performed routine data entry or document management.
  • Updated operational records or licensing information using computer terminals.
  • Responded to requests for information from public, other municipalities or state and federal legislative offices.

Mail/File Clerk

Texas Department Of Insurance
04.1998 - 09.1998
  • Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
  • Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
  • Enhanced customer satisfaction through timely and accurate mail distribution within the organization.
  • Maintained a well-organized mailroom, ensuring easy access to materials and efficient workflow for staff members.
  • Identified and corrected inconsistencies in filing systems for increased accuracy.
  • Examined, categorized, and sorted incoming documents.
  • Created, implemented and monitored filing systems for easy retrieval of records.
  • Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
  • Located and retrieved requested documents in accordance with established policies.
  • Monitored and updated filing systems to meet organization standards.
  • Responded promptly to internal document requests from colleagues, providing excellent customer service while minimizing disruptions to workflow.
  • Enhanced productivity by processing incoming mail and filing documents promptly, allowing for easy access when needed.
  • Consistently met or exceeded performance goals in both quality and productivity metrics, demonstrating strong attention to detail and a commitment to excellence in file management.
  • Managed sensitive or confidential files with attention to data security and storage policies.
  • Supported administrative staff through effective file management, ensuring quick retrieval of essential information.
  • Assisted with data entry and administrative support tasks to help meet team goals.
  • Improved file organization by implementing an efficient categorization and labeling system.
  • Maintained physical and computer-based filing systems.
  • Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.
  • Organized physical storage spaces for optimal use, maximizing available room for new document additions.
  • Safeguarded sensitive information with appropriate security measures, including locking cabinets and controlling access permissions in digital databases.
  • Maintained log books and spreadsheets documenting file data and storage receipts.
  • Compiled and inventoried documents for archival.
  • Ensured accuracy in data entry tasks related to file indexing, reducing errors that could lead to misfiled documents.
  • Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
  • Streamlined office operations with the timely distribution of important documents to relevant departments.
  • Performed regular maintenance on filing equipment such as label printers and scanners, ensuring consistent functionality throughout their lifespan.
  • Compiled, sorted and filed high volume of documents.
  • Maintained organized filing system to facilitate easy retrieval of documents.
  • Archived and disposed of documents according to established policies.
  • Operated office equipment to scan and copy documents.
  • Cleaned up files regularly by removing outdated information for archival or disposal.
  • Retrieved file information and made copies for authorized users.
  • Followed security protocols to protect sensitive and proprietary information.
  • Tracked file removals and coordinated on-time returns.
  • Identified and resolved filing discrepancies.
  • Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
  • Created reports, correspondence and spreadsheets with Microsoft Office programs.
  • Processed correspondence, conducted post office pick-ups and distributed mail to appropriate parties.
  • Managed incoming and outgoing mail for team.

Education

GED -

GED
Tyler, TX
01.1998

Skills

  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring
  • Performance Improvement
  • Workplace Safety
  • Schedule Management
  • Complaint resolution
  • Operations Management
  • Employee Evaluation
  • Diversity and Inclusion
  • Regulatory Compliance
  • Key Performance Indicators
  • Equipment Maintenance
  • Problem-Solving
  • Teamwork and Collaboration
  • Attention to Detail
  • Team Supervision
  • Team motivation
  • Staff Training
  • People Management
  • Work Planning and Prioritization
  • Analytical Thinking
  • Conflict Resolution
  • Staff education and training
  • Mentoring
  • Complex Problem-Solving
  • Leading Team Meetings
  • Issue Resolution
  • Evaluating Employee Work
  • Safety processes and procedures
  • Call Center Operations
  • Performance Evaluations
  • Disaster Recovery Planning

Timeline

North Western Docketing Team Lead

Texas Department Of Insura
03.2017 - Current

Field Office Manager

Texas Department Of Insurance
03.2006 - 02.2017

Customer Service Supervisor

Texas Department Of Isurance
06.2000 - 03.2006

Docket Clerk

Texas Department Of Insurance
10.1998 - 06.2000

Mail/File Clerk

Texas Department Of Insurance
04.1998 - 09.1998

GED -

GED

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Rebecca Allen