Zirc Buford Email & Phone Number

Zirc Buford is a Sr. Operations Manager at Assurant Specialty Property at Assurant Specialty Property. They possess expertise in customer service, process improvement, leadership, team building, training and 5 more skills.

Listed skills include Customer Service, Process Improvement, Leadership, Team Building, and 6 others.

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  Sr. Operations Manager

  Assurant Specialty Property

  Jan 2010 - Present

  Led and Manage a Contact Center team of 160+ exempt and non-exempt employees. Responsible for the oversight and management of 4MM loan portfolios. Ensured business requirements were met such as client service levels, abandonment rate, quality, average answer time, average handle times, compliance and client contract obligations are achieved. Responsible for the development, administration and monitoring of an operational P&L.• Established Bilingual (Spanish/English) team that eliminated the use of a third party vendor saving $800k annually and providing support to all sites nationally.• Led cross-trained multi-clients teams using a systematic approach that resulted in increased resource utilization teams to exceed service level expectations, meet Quality goals while decreasing staffing by 10%.• Implemented several new clients and all associated operational requirements: staffing, training, processes and procedures, producing increased revenue.• Refocused Quality Control measures to align with changing customer expectations resulting in sustained performance that exceeded Client Audit and Compliance expectations.• Collaborated with IT and Business Analyst teams to leverage technology reduce operational inefficiencies, increase productivity and improved Quality performance.