Victoria Licht
Everett,WA
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Auto Claims Adjuster
The Hartford Insurance Group
08.2021 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Certified Training Manager
West Olympia Arby’s
05.2018 - 02.2022
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed high-performing teams through effective coaching, mentoring, cross training, and performance management strategies that helped enhance employee performance.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Managed budget implementations (P&L), employee reviews, training, schedules, and hiring in multiple locations
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation. Rotating product to ensure self live is organized.
Assistant Manager
Jack In The Box
11.2014 - 05.2018
- Manage personnel including hiring and discipline, cash handling, prepare employee tills and bank deposits, train and certify work station positions, and ensure employees maintain necessary certifications.
Marketing Specialist and Closer
Edge Fundraising – Elite Division
01.2014 - 08.2014
- Set up new accounts through cold calling, re-established existing fundraising accounts, worked with accounts to assure continuity of sales, and exceeded sales quotas.
Education
High School Graduate -
Olympia H.S.
01.2012
Skills
- Managing Operations and Efficiency
- Positive and Professional Attitude
- Staff Training and Development with cross-functional teamwork for positive development
- Team Leadership with teamwork and collaboration
- Time Management with excellent organizational skills
- Verbal and written communication
- Complex Problem-Solving and decision making
- Adaptability and Flexibility while multitasking
- Adherence to high customer service standards
Timeline
Auto Claims Adjuster
The Hartford Insurance Group
08.2021 - Current
Certified Training Manager
West Olympia Arby’s
05.2018 - 02.2022
Assistant Manager
Jack In The Box
11.2014 - 05.2018
Marketing Specialist and Closer
Edge Fundraising – Elite Division
01.2014 - 08.2014
High School Graduate -
Olympia H.S.
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