Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Richard Pablo

Kansas City,MO

Summary

Customer Service Supervisor at GEICO Insurance Agency with a proven track record in operational excellence and process improvement. Leveraged analytical skills to achieve top quartile results and 100% agent certification. Expert in AWS and training staff, driving significant performance enhancements and fostering a high-retention environment.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

GEICO Insurance Agency
Lenexa, KS
08.2021 - Current
  • Achieved a top performing 3% issue to Agent ratio as AWS Migration Champion for MOAT Service
  • Delivered top quartile results by executing strategic initiatives
  • Facilitated NICE roll out in MOAT Service with 100% EEM Utilization
  • Enhanced fit efficiency by 5 points year-over-year as HELM Champ

Customer Service SPP

GEICO Insurance Agency
Lenexa, KS
07.2019 - 08.2021
  • Accomplished 100% Agent Certification
  • Achieved a turnover rate of 0% by fostering a positive work environment.
  • Achieved a performance rating of 3.74 during annual review.
  • Engaged in organizing activities to enhance team morale as part of the Fun Committee.

Customer Service Coach

GEICO Insurance Agency
Virginia Beach, VA
09.2018 - 07.2019
  • Accomplished 100% CI rating and 100% certification with first transition class
  • Drove CPD from 40.76 in CP2 to 51.05 in CP4 (+10.29 CPD)
  • Achieved a performance rating of 3.19 during annual review.
  • Achieved 0% turnover

Education

Associate’s degree - Applied Science Automotive Technology

Tidewater Community College
Virginia Beach, VA
01-2011

Skills

  • Strategic Orientation
  • Analytical Skills
  • Operational Excellence
  • Process Improvement
  • Training Staff
  • AWS
  • Salesforce
  • Microsoft Suite

Certification

  • Personal Lines Insurance License, Missouri Division of Insurance, MO, 04/01/27
  • Non-Resident License, CA, NC, MD, TX

Timeline

Customer Service Supervisor

GEICO Insurance Agency
08.2021 - Current

Customer Service SPP

GEICO Insurance Agency
07.2019 - 08.2021

Customer Service Coach

GEICO Insurance Agency
09.2018 - 07.2019

Associate’s degree - Applied Science Automotive Technology

Tidewater Community College
Richard Pablo