Victoria Willis
Port St. Lucie,FL
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 continuous operational improvement.
Management: 6 Years | Customer Service: 10 Years | Remote Work: 4 Years
Overview
11
11
years of professional experience
Work History
Licensed Insurance Agent
Teleperformance
09.2020 - 09.2024
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Intermediate support between agents and supervisors, providing accurate and rapid responses to insurance questions and legalities
- Taking member calls via phone
- Facilitate the sale, modification, and corrections of property and casualty insurance products
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Handling escalation management calls, to resolve issues that clients are facing with a high resolution rate
- Work remotely with little direct supervision
- Maintain proper work KPI metrics
- Facilitate training of new agent and assist with complex resolutions
- Follow up with member complaints/ concerns in a timely fashion
- Maintain assistance in chat based software such as Slack/ Outlook.
- Collaborated with underwriters to obtain favorable policy terms for clients while mitigating risk exposure for the company.
Cleaning Technician
One Organized Mom
07.2019 - 09.2020
- Collaborated with team members to complete large-scale cleaning projects within tight deadlines.
- Safeguarded property integrity by careful handling of client belongings during the cleaning process.
- Adhered to safety guidelines when using hazardous materials, ensuring a secure work environment for all staff members.
- Assisted in training new team members on company protocols and best practices for exceptional service delivery.
- Performed deep-cleaning tasks for optimal sanitation levels in high-traffic areas.
- Provided excellent service by addressing client concerns promptly and professionally.
- Applied eco-friendly cleaning practices, reducing environmental impact while maintaining impeccable results.
- Used time management and efficient cleaning methods to meet deadlines.
Store Manager
McDonald's
10.2018 - 07.2019
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Manage Profit and Loss metrics
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Responsible for hiring, training and mentoring new staff members.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Kitchen Supervisor
Tradition Medical Center
12.2016 - 10.2018
- Trained new team members on kitchen procedures, safety protocols, and company standards.
- Uphold strict safety and sanitation standards to maintain patient health
- Maintained high sanitation standards through routine cleaning protocols and adherence to health regulations.
- Monitored food preparation, production, and plating for quality control.
- Reduced food waste through effective inventory management and menu planning.
- Promoted a positive work environment by fostering open communication and resolving conflicts in a timely manner.
- Reviewed employee performance regularly, providing constructive feedback for improvement opportunities.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Upheld strict adherence to allergen safety procedures, ensuring cross-contamination prevention measures were followed diligently during preparation processes.
- Elevated kitchen efficiency by streamlining meal preparation processes.
- Implemented effective policies and procedures to mitigate risk, maintain regulatory compliance, and promote a safe working environment for both staff and patients.
- Facilitated cross-functional meetings between various departments to encourage information sharing and collaborative problem-solving efforts.
- Increased patient safety by enforcing strict adherence to allergen and dietary control protocols and regularly reviewing staff performance.
Assistant Store Manager
McDonald's
10.2013 - 12.2016
- Directly manage 20 - 30 employees on a daily basis.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Assisted in recruiting, hiring and training of team members.
- 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.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Bachelor of Arts - Psychology
Florida International University
Miami, FL - Online Campus12.2024
Associate of Arts - Psychology
Indian River State College
Ft. Pierce, FL12.2017
Bachelor of Science - Digital Media
Indian River State College
Fort Pierce, FL 05.2017
High School Diploma -
Treasure Coast High School
Port Saint Lucie, FL05.2014
Skills
- Client Relationship Management
- Insurance product expertise
- New Agent Training
- Operations Management
- Cost Control
- Scheduling and Rostering
- Staff Supervision
- Sanitation Standards
Awards
- Bachelor of Psychology, Florida International University, 20
- Associate of Psychology, Indian River State College, 17
- Associate of Science Digital Media, Indian River State College, 17
- High School Diploma, Treasure Coast High School, 14
Additional Information
Legal Notary
Timeline
Licensed Insurance Agent
Teleperformance
09.2020 - 09.2024
Cleaning Technician
One Organized Mom
07.2019 - 09.2020
Store Manager
McDonald's
10.2018 - 07.2019
Kitchen Supervisor
Tradition Medical Center
12.2016 - 10.2018
Assistant Store Manager
McDonald's
10.2013 - 12.2016
Bachelor of Arts - Psychology
Florida International University
Associate of Arts - Psychology
Indian River State College
Bachelor of Science - Digital Media
Indian River State College
High School Diploma -
Treasure Coast High School
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