Tiffany Novak
San Antonio,TX
Summary
Customer Service Manager with experience leading multi-division operations, developing high-performing teams, and elevating the customer experience. Skilled in coaching, performance management, and building strong service cultures that improve morale and reduce turnover. Brings deep insurance industry knowledge and strategic operational leadership to drive consistent, scalable service excellence.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Medical Underwriting Coordinator
Allstate/Standard Insurance
07.2025 - Current
- Contribute to workflow improvements by maintaining high accuracy, strong data integrity, and consistent adherence to underwriting guidelines.
- Support underwriting operations by reviewing medical records, analyzing risk factors, and ensuring complete and compliant case files
Insurance Sales Agent
Allstate Insurance
06.2024 - 06.2025
- Conducted in-depth needs assessments to recommend tailored insurance solutions.
- Maintained strict adherence to insurance regulations and company policies to ensure the accuracy of client information and compliance with industry standards.
Senior Customer Service Manager
Better Business Bureau
06.2014 - 06.2024
- Directed end-to-end operations for three divisions, ensuring consistent service delivery, performance standards, and alignment with organizational goals.
- Increased customer satisfaction by 15% and reduced service failure rates by 50% through redesigned service standards, policy improvements, and workflow optimization.
- Implemented CRM technology and process automation to improve response times by 30% and enhance overall service efficiency.
- Led coaching, development, and performance management for a multi-level team, improving productivity by 25% and reducing staff turnover by 10%.
- Utilized KPI tracking and data-driven insights to identify service gaps, resulting in a 20% reduction in customer complaints.
- Managed escalated and complex issues through mediation, negotiation, and legally binding arbitration, ensuring professional and timely resolutions
Personal Lines Underwriter
Superior Access Insurance
02.2011 - 06.2014
- Conduct thorough risk assessments, utilizing statistical data and actuarial methods to calculate insurance premiums and establish pricing strategies that maintain profitability.
- Regularly review policy renewals and adjust coverage as needed, maintaining a strong focus on risk management and loss control to minimize potential claims.
- Successfully reduced the company's loss ratio by 10% through rigorous risk assessment and strategic underwriting decisions.
- Identified possible risks and recommended solutions.
Claims Adjuster
Progressive Insurance
01.2009 - 02.2011
- Successfully managed a diverse portfolio of insurance claims, including property, casualty, auto, and liability claims.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Negotiated with claimants, attorneys, and third parties to reach favorable settlements, minimizing financial losses.
Customer Service Representative
Nationwide Insurance
04.2008 - 01.2009
- Responded to customer requests for products, services, and company information.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
Education
Bachelor of Arts - Business Administration
UTSA
01.2026
Associate of Arts - Business Administration and Human Resources
San Antonio College
Certification
- Notary License
- Toastmasters
- P&C Insurance License
Timeline
Medical Underwriting Coordinator
Allstate/Standard Insurance
07.2025 - Current
Insurance Sales Agent
Allstate Insurance
06.2024 - 06.2025
Senior Customer Service Manager
Better Business Bureau
06.2014 - 06.2024
Personal Lines Underwriter
Superior Access Insurance
02.2011 - 06.2014
Claims Adjuster
Progressive Insurance
01.2009 - 02.2011
Customer Service Representative
Nationwide Insurance
04.2008 - 01.2009
Bachelor of Arts - Business Administration
UTSA
Associate of Arts - Business Administration and Human Resources
San Antonio College