Effectively manage time to handle multiple active work efforts, while communicating actively with customers regarding the cost of IT products and services in their behalf. Also developing cohesive plans to meet customer needs, while involving the customer in dealing with change. Maintains a strong awareness of different technologies and their use in and outside Chubb. Researched and implemented new technology within the branch to promote a paperless environment by implementing dual monitors for each computer. Supported and implemented new technology for Property Outside Adjusting staff. Documented business requirements for system enhancements or new initiatives following the SDLC protocol. Served as a SME for all claim applications, able to troubleshoot problems when needed or assist users by walking them through the process for resolution. Promotes teamwork by effectively communicating with others, responsiveness to the needs of the business, and as a SME to develop and deliver solutions. Provided training for new applications and/or processes, most recently training all branches on new tool to electronically capture recorded statements and have them transcribed via File Transfer Protocol.

Supervisor in a start-up call center. Assisted with the development of quality initiative. Developed a detailed quality guideline to identify superior quality service provided, training needs, and promote one call resolution. Provided training for new-hires as well as follow-up training to further support the development of staff. Trained new supervisors on process and procedures in the call center. Developed a “Walk A Mile In My Shoes” program to educate employees on the various roles in the office and how each is important to the success of the branch. Interviewed candidates for the department to ensure their behavioral and technical style matched that of the culture being established in the call center. Responsibilities included coaching, mentoring, writing and administering performance reviews, and individual goals.

Supervise the work of Order Entry Representatives to ensure the accurate and efficient fulfillment of customer orders; via Quality Monitoring of calls. Providing immediate constructive feedback on areas needing improvement. Maintain accurate records of representative’s attendance, vacation, and personal emergency time off. Ensure company standards are being maintained. Design and implement team and shift incentives. Ensure proper staffing is maintained to support the anticipated call volume. Interview candidates for hire taking into consideration their experience and philosophy of customer service. Assist in new employee training and any re-training necessitated by changes in policies or procedures. Provide customer representatives with monthly performance matrices and give counsel to aid improvement. Write and administer Performance Appraisals as well as Corrective Actions.