Emily Shakin Email & Phone Number

Indianapolis

• Span of control of 100 employees with responsibility to exceed company goals in customer service experience, efficiency, cross-selling, and customer retention.
• Top results in the company for cross-selling metric among over 40 other managers companywide
• Responsible for leading regional department to achieve top quartile work output in the company by leading efforts to reduce non-value add work and manage productivity to less than 3% idle time
• Helped to standardize regional… Show more Span of control of 100 employees with responsibility to exceed company goals in customer service experience, efficiency, cross-selling, and customer retention.
• Helped to standardize regional approach to improve customer experience and reduce customer contact rate by 3 points Show less

Woodbury, New York

• Responsible for leading teams of recently trained employees to achieve company standards with a promotion target of 3 months.
• Achieved results in the top quartile of all employees, not just newly hired
• Exceeded time to promote target and employee retention target
• Mentored multiple associates after promotion to attain leadership roles within 2 years

Indianapolis

• Led regional efforts to train, mentor, and coach new leaders to succeed. Curriculum included company wide processes for HR related information and how to achieve outstanding results in a leadership role.
• Developed courses for analyzing data, inspiring and motivating, and teamwork that were implemented regionally to improve the leadership skills of the management staff

Woodbury, NY

• Oversaw teams handling customer service, customer retention, underwriting fraud, and involuntary insurance underwriting.
• Achieved highest result for recouped premium and losses avoided due to underwriting and insurance fraud, saving the company thousands of dollars.
• Coached team on best practices to improve Customer Experience Survey results from 75% to 80%.
• Improved time in process to handle customer retention efforts from 3 days to 1 day by developing a strategy to allocate… Show more Oversaw teams handling customer service, customer retention, underwriting fraud, and.
• Improved time in process to handle customer retention efforts from 3 days to 1 day by developing a strategy to allocate work, which led to improved customer touch rate and retention.
• Collaborated on Kaizen to develop process to combat fraud and eliminate the use of outside vendors.

Bachelor Of Business Administration (Bba), Management

Bachelor Of Business Administration - Bba, Management