Robin Ziliak
Ellettsville,IN
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on customer service and retention.
Overview
26
26
years of professional experience
Work History
Operations Manager/ Customer Service Manager
Cliplizard Systems, LLC
01.2017 - Current
- Developed systems and procedures to improve operational quality and team efficiency.
- Assisted with hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Customer Service Representative
Curry Auto Center
04.2012 - 06.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer payments
- communicated with customers insurance company on status of repair and supplements needed to complete repairs
Insurance Agent
Lisa Allen - State Farm
04.2010 - 04.2012
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Obtained underwriting approval by completing application for coverage.
- Utilized CRM software to manage client relationships.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Identified and solicited sales prospects in agency databases.
Insurance Agent
Torry Hamilton - American Family Insurance
03.2008 - 04.2010
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Obtained underwriting approval by completing application for coverage.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Collected premiums on or before effective date of coverage.
- Met with customers to provide information about available products and policies.
Administrative Assistant
AuthorSolutions Inc
10.2003 - 02.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Assisted development and implementation of new administrative procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Transcribed and organized information to assist in preparing speeches and presentations.
Customer Service Representative
Fairfield Inn Marriott
03.1998 - 06.2003
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership and housekeeping department.
Education
High School Diploma -
Edgewood High School
Ellettsville, IN05.1998
Skills
- Performance Reporting
- Process Improvement
- Data Analysis
- Workflow Optimization
- Customer Service
- Customer Retention
- Document Control
- Planning and Implementation
- Invoice Processing
- Onboarding and Orientation
- Decision-Making
- Staff Development
Timeline
Operations Manager/ Customer Service Manager
Cliplizard Systems, LLC
01.2017 - Current
Customer Service Representative
Curry Auto Center
04.2012 - 06.2016
Insurance Agent
Lisa Allen - State Farm
04.2010 - 04.2012
Insurance Agent
Torry Hamilton - American Family Insurance
03.2008 - 04.2010
Administrative Assistant
AuthorSolutions Inc
10.2003 - 02.2008
Customer Service Representative
Fairfield Inn Marriott
03.1998 - 06.2003
High School Diploma -
Edgewood High School
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