Therese Razzini-Ross
Powder Springs,GA
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
25
25
years of professional experience
Work History
ECC Supervisor
State Farm Insurance
11.2001 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maximized performance by monitoring daily activities and mentoring team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Educated staff on organizational mission and goals to help employees achieve success.
Floor Coach
State Farm Insurnance
07.1999 - 11.2001
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated performance and provided feedback to improve customer service delivery.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
Customer Service Representative
State Farm Insurance
06.1998 - 07.1999
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Arts - Organizational Leadership
Reinhardt University
Waleska, GA05.2016
Skills
- Data Analytics
- Expectation Setting
- Verbal and Written Communication
- Continuous Improvement
- Employee Retention
- Performance Improvement
- Relationship Building
- Root Cause Analysis
- Quality Assurance
- Leadership and Change Management
Timeline
ECC Supervisor
State Farm Insurance
11.2001 - Current
Floor Coach
State Farm Insurnance
07.1999 - 11.2001
Customer Service Representative
State Farm Insurance
06.1998 - 07.1999
Bachelor of Arts - Organizational Leadership
Reinhardt University
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