Richard Stripe
Kent,WA
Summary
Experienced Customer Service Manager bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Grange Insurance Association
Seattle , WA
03.2017 - Current
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created, prepared, and delivered reports to various departments.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Completed bi-weekly payroll for 20 employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Claims Administrative Supervisor
Grange Insurance Association
Seattle, WA
07.2013 - 03.2017
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Developed and implemented organizational systems to streamline daily operations. Improved productivity by 30%
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Monitored and directed incoming mail and prepared outgoing mail.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
Insurance Agency Owner
Farmers
Seattle, WA
03.2012 - 06.2013
- Interacted well with customers to build connections and nurture relationships.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Generated quotes and proposals for clients to match individual needs.
- Educated clients on insurance policies and procedures.
- Followed up promptly with interested clients to close sales.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Managed over $30k of customer insurance premiums.
- Developed referral network in community to raise awareness and increase sales opportunities.
- Collected premiums on or before effective date of coverage.
- Attended industry conferences to stay informed of latest products and trends.
Training Specialist
PEMCO Mutual Insurance Company
Seattle, WA
04.2008 - 02.2012
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Prepared videos for online and remote instruction.
- Verified proper tracking in newly created databases of students and instructors leaves, attendance, scores and overall performance.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Assisted in training curricula and recommended programs that met instructional goals and objectives.
- Designed and facilitated training courses, aligning new learning development and solutions to organization's strategic goals, mission and vision.
- Provided constant training to staff on newly developed training programs used in classrooms, labs and computer systems with average audit scoring of 96%.
- Traveled to client locations to conduct training classes.
Education
Two Years of Elective Courses - Dietetics
Shoreline Community College
Shoreline, WASkills
- Customer Implementation
- Training Programs
- Workflow Schedules
- Key Performance Indicators (KPIs)
- Customer Service
- Employee Scheduling
- Corrective Actions
- Staff Assignments and Supervision
- Performance Management
- Customer Escalations
- Professional Phone Etiquette
- New Hire Training
Certification
- Licensed Property & Casualty Insurance Agent - 1996 - 2015
- Licensed Life & Disability Insurance Agent - 2010 - 2015
Timeline
Customer Service Supervisor
Grange Insurance Association
03.2017 - Current
Claims Administrative Supervisor
Grange Insurance Association
07.2013 - 03.2017
Insurance Agency Owner
Farmers
03.2012 - 06.2013
Training Specialist
PEMCO Mutual Insurance Company
04.2008 - 02.2012
Two Years of Elective Courses - Dietetics
Shoreline Community College
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