Summary
Overview
Work History
Education
Skills
Timeline
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Sheri Schick

Debary

Summary

Accomplished Strategic Customer Service Manager with a proven track record at AIG/Farmers/Bristol West, enhancing customer satisfaction and loyalty through effective problem-solving and team leadership. Spearheaded inter-departmental collaborations and technology integrations, significantly improving claims service processes. Expert in claims contact center management and continuous improvement, adept at managing complex customer issues and leading high-performing teams.

Overview

37
37
years of professional experience

Work History

Strategic Customer Service Manager

Farmers/Bristol West
04.2005 - 12.2020
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed multiple claims contact centers fostering a positive work environment focused on teamwork, coaching and collaboration.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Implemented a customer survey process working across different channels within the claims organization
  • Involved on multiple projects including but not limited to telephony integration, acquisitions, workforce management and vendor management

Claims Branch Manager

AIG/Farmers
04.1984 - 04.2005
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Project management of new technology for claims processing and process improvement.

Education

High School Diploma -

La Porte High School
La Porte, TX
06-1981

Skills

  • Customer service
  • Problem-solving
  • Customer focused
  • Decision-making
  • Excellent time management skills
  • Team building and leadership
  • Call center management
  • Inter-department collaboration
  • Vendor management and coordiation
  • Continuous improvement

Timeline

Strategic Customer Service Manager

Farmers/Bristol West
04.2005 - 12.2020

Claims Branch Manager

AIG/Farmers
04.1984 - 04.2005

High School Diploma -

La Porte High School

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Sheri Schick