Rechelle Boston
South Hill,WA
Summary
Join a company that allows for mentoring, coaching and guiding a team for success. Enthusiastic, dedicated attitude and proven record of accomplishment showing start up business management and customer experience skills that could aid in growing a team and community to thrive in Washington. Team leader with servant leadership being the guiding principle. High integrity, strong work ethic and great leadership skills that would prove to be mutually beneficial in a Leadership role.
Overview
20
20
years of professional experience
Work History
Fraud Investigator 3
Employment Security Department
Lacey, WA
07.2020 - Current
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Prepared variety of different written communications, reports and documents.
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Conducted prompt and thorough investigations on referred files.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Operations Manager, Customer Experience
Christopher Boston Agency
Lacey, WA
04.2018 - 06.2020
- Established performance and service goals and held associates accountable for individual performance.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Aligned company goals with customer expectations to ensure high level customer experience.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Sales District Leader
American Family Insurance
Tacoma, WA
04.2012 - 04.2018
- Responsible for leadership and encouragement of up to 30 agency owners.
- Strong relationship building amongst stakeholders.
- Development of Centers of Influence within our local community.
- Data analysis of agency Key Performance Indicators in guiding agency owners to success.
- Quarterly analysis with each agency to determine gaps or opportunities in agency operations.
- Developed Customer Satisfaction workshops.
- Recruiting high level candidates within my territory.
- Community event marketing.
- Coaching, Guidance and mentoring of new and existing agencies.
- Claim Management Training
- Served on ASMAT to develop Evolution of Agency.
- Lead change management as we restructured our company field force.
- Coached agency teams in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Agency Owner
American Family Insurance
04.2002 - 04.2012
- Supervised all agency activities to promote proper planning, coordination and organization.
- Designed strategic marketing and advertising campaigns to enhance agency development in market.
- Attended seminars, conferences and organizational activities to maintain management expertise.
- Assessed customer needs and developed individualized solutions delivering complete portfolios and superior to customer satisfaction.
- Recruited, hired and developed top candidates for open vacancies and retained staff through consistent mentoring, positive feedback and career path guidance.
- Managed staff performance of staff by proactively addressing opportunities or training needs
- Protected client confidentiality
- Tracked and evaluated financial performance in order to make proactive adjustments to business plans.
Education
No Degree - Accounting
Boise State University
Boise, IDCertification - UI Fraud Investigations Certificate (NIA 2)
NASWA Learning
Office Of Unemployment Insurance 10.2021
Yellow Belt Certification - Lean Six Sigma
ESD ILT
Lacey, WA09.2021
CLF Designation - Organizational Leadership
American College of Financial Services
King Of Prussia, PA02.2017
HS Diploma -
Nampa Senior High School
Nampa, ID1991
Skills
- Team leadership and direction
- Policy and procedure improvements
- Program leadership
- Performance improvements
- Lean / Six Sigma- Yellow Belt Certified
- Data/KPI analysis
- Budgeting and Resource Management
- Recruiting
- Partnership and Customer Engagement
- Goal Setting
- Mentoring and Coaching
- Sales Planning and Execution
- Territory Management
- Spreadsheet-savvy
- Sales leadership
Timeline
Fraud Investigator 3
Employment Security Department
07.2020 - Current
Operations Manager, Customer Experience
Christopher Boston Agency
04.2018 - 06.2020
Sales District Leader
American Family Insurance
04.2012 - 04.2018
Agency Owner
American Family Insurance
04.2002 - 04.2012
No Degree - Accounting
Boise State University
Certification - UI Fraud Investigations Certificate (NIA 2)
NASWA Learning
Yellow Belt Certification - Lean Six Sigma
ESD ILT
CLF Designation - Organizational Leadership
American College of Financial Services
HS Diploma -
Nampa Senior High School
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