Bryan Romero Email & Phone Number

St Petersburg, Florida, United States

St Petersburg, Florida, United States

2-20 General Lines License

Tampa, Florida, United States

20-44 Personal Lines License-Answer calls, emails, chats and via all digital means within a service center to assist clients with a variety of requests including but not limited to: Agent of Record changes, cancellations, cancel/rewrites, mortgagee changes, endorsements, payments/billing, policy inquiries, quoting/system issues, reinstatements, underwriting referrals, and more based upon the review of the information within the policy system, reports, and corporate underwriting guidelines.-Maintain accurate and detailed records of every customer interaction.-Consistently exhibit a strong sense of curiosity and decision-making ability while going beyond the finish line to engage customers and provide an exceptional experience.-Build influential relationships and trust with colleagues through open and interactive communication to take tasks or issues to resolution.-Embody the customer engagement vision to support a culture based on transparency and positive behavior.-Actively seeks feedback and consistently improve my own performance as well as the performance of my team.-Subject matter expert on “all things UPC” and the insurance industry to best serve our agent and policyholder’s needs.

Tampa/St. Petersburg, Florida Area

Oversee the job performance of interpreters and contribute to the continuous improvement of the contact center. Roles / Responsibilities -Worked the first night shift during expansion of center’s hours from 8am-10pm to 24/7 -Responsible for all of the center’s activities overnight -Understanding of effective principles and practices of supervising employees and the ability to apply these principles to direct reports in support of a collegial, customer-focused and competent work unit. -Supervise staff by assigning tasks, monitoring work performance, coaching, and counseling. -Participate in hiring, training, recommending, and approving salary actions -Recommend and administer corrective actions, including termination. -Resolve problems directly through coaching of subordinates and/or collaboration with peers and management. -Manage key performance indicators and interpreter payroll metrics. -Exceptional commitment to confidentiality

Tampa/St. Petersburg, Florida Area

Responsible for giving accurate and complete interpretations between English speaking clients and their Spanish speaking clients. Spanish-English Interpreter Coach – April 2017 - February 2018 When called up, responsible for coaching new interpreters on their first interpretations outside of the classroom. Accomplishments -Over 1,600 hours of Consecutive Interpreting experience. -Certificate of Appreciation for “Regularity and Punctuality in Attendance, having been neither absent from work nor tardy during the month of: March, April, May, June, July, August, September, October, November, December, January, and February”. Perfect attendance for the entirety of being an interpreter. -Certificate of Appreciation for being complimented by a client on 05/22/17 , 07/28/17 , 09/08/17 , 10/18/17 , 11/16/17 , 10/01/18

Process Improvement• Designed work scheduling process improvements that increased employee productivity and work orders: o Redesigned customer intake process to more accurately manage work orders that resulted in 95% reduction in employee downtime and 10% increase in overall productivity; o Assigned and monitored employee assignments keeping within expected time and completion parameters; this decreased turnaround time on big project work orders by up to 40%; o Re-designed quick-turn “walk-in” customer services to enable up to 8% more orders per day. • Revamped procurement function and built vendor partnerships that resulted in up to 10% more competitive pricing, increased margins, and longer-term vendor relationships.Office Management• Managed all aspects of office including scheduling/tracking; file management; work order prioritization, assignment, and monitoring; and payables & receivables. • Processed estimates, managed cost control, and maintained communications with customers throughout service process resulting in increased customer satisfaction and return business. Customer Service/Satisfaction• Managed quality control to ensure satisfaction and increase repeat business: o Conducted informal customer satisfaction surveys; o Oversaw program to ensure customers received cleaned vehicles following service completion; o Contacted customers 3 days after service completion for service satisfaction feedback.• Bridged bi-lingual communication between Spanish-speaking owner and service employees with English-speaking customers that led to 15% increase in new business and 20% increase in return business (monitored over six mos).

Pensacola, Fl

Responsible for all sales and marketing.• Researched demographics to identify +7500 potential customers within 15-mile radius.• Created marketing strategy to offer free first introductory visit that increased new customer sales by 10%. • Designed bi-lingual telemarketing script and contacted 50 potential customers/week that resulted in 8% additional new client conversion of Spanish-speaking clients. • Recognized and awarded weekly bonuses four separate times for exceeding new prospect outreach and conversion goals.

Bs, Business Administration And Management, General

Associate’S Degree, Business Administration And Management, General

Activities and Societies: Pi Kappa AlphaPi Kappa Alpha: VP Internal Affairs - oversight responsibility for six committee chairpersons.