Bruce B. Email & Phone Number

San Antonio, Texas

Manager- Service Operations  Led a team of operations staff in a dynamic, fast paced production environment. Encouraged staff results by communicating job expectations; planning, monitoring and evaluating results. Facilitated a high performance culture by aligning individual goals to business needs, differentiating performance through a commitment to coaching, evaluation and recognition, proactively anticipating and managing performance improvement issues. Maintained excellent quality service results earning a team ranking of #3 out of 45 Service teams. Personal Lines CSR  Managed an average of 60 to 80 calls per day  Utilized active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need, and then leverage knowledge and resources to provide the appropriate solutions. Exceeded customer expectations by going above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand.