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Your Name

Insurance Agent

Port Saint Lucie, FL

your.email@example.com
111-222-3333
www.your-website.com

Work Experience

Insurance Agent

BANKERS LIFE, Sarasota, FL

2010 2012

Sarasota, FL .2010-2012
Insurance Agent
  • Provided potential clients options during a hands on presentation for Medicare Supplement, Long Term Care or Life insurance. Responsible for developing a long term relationship with client and resolved any problems or questions related to coverage. Utilized customer service and problem solving skills to maintain over 75 clients extremely satisfied.

Team Leader/Supervisor

VANGUARD, Scottsdale, AZ

2004 2010

Scottsdale, AZ 2004-2010
Team Leader/Supervisor
  • Provided leadership and direction to 15 processing associates and support staff. In charge of the processing center results as well as development of the processing associate' interpersonal skills and professional goals. A strong leader and team player experienced in business process improvement, statistical process control, customer service, cost reduction and problem solving skills.
4272 SW Carl St, Port St Lucie, FL 34953, C.772.579.7635, lalfonso5@live.com
Team Leader/Supervisor, VANGUARD, .
  • Developed a set of statistical reports to summarize the daily operational data. Created a statistical control process to monitor the associate's monthly results. Identified root cause analysis and corrective action when results are not as expected. Developed a program and trained managers and employees on process improvement procedures.
  • Created and implemented training functions within the center. Responsible for analyzing the operational statistics for adherence to expected results. Designed a strategic plan for each Team Leader to achieve maximum results. Acted as the Project Manager in the implementation of the platform for the WAVE product.
  • Utilized business process improvement to lower cost by 10% and exceed customer's expectations. Created and implemented a training program for Team Leaders on techniques to lower attrition. Utilized business process improvement and statistical control charts to achieve department goals.

Account Services Manager

STAR HRG, Phoenix, AZ

2003 2004

Phoenix, AZ .2003-2004
Account Services Manager
  • Provided leadership and direction to the Account Services team. In charge of membership information, and Account Services team professional development. Coordinating communication with various departments and extensive customer interaction. Utilized business process improvement and statistical control charts to improve efficiency and exceed customer expectations. Developed a set of functional procedures to analyze the data load statistics. Created and implemented a program to maintain eligibility records for over 250,000 members.

Operations Manager/Statistical Analyst

EXCELL AGENT SERVICES, Las Cruces, NM

1996 2003

Las Cruces, NM/Rockledge, FL 1996-2003
Operations Manager/Statistical Analyst
  • Provided leadership and direction to the Service Manager Team and support staff. In charge of the call center results as well as development of the Service Managers' interpersonal skills and professional goals. A strong leader and team player experienced in business process improvement, statistical process control, customer service, cost reduction and problem solving skills.
  • Utilized statistical process control and problem solving skills to create a program that delivered a top operation team in the company on the last 14 months. Developed the annual budget and variances to the budget. Developed and implemented an exempt employee incentive plan. Developed a process to maintain and manage different call center products in the directory assistance environment.
  • Created and implemented an employee training that reduced handle time by 1.5 seconds. Acted as the Project Manager in the implementation of Enhance Service products. Developed procedures to train Service Managers on techniques to lower attrition. Responsible for the performance of seven (7) Service Managers on ACHT, adherence to schedule, attendance, ergonomics and customer care / fulfillment.
  • Produced charts, spreadsheets and statistical reports, to analyze operational trends. Researched operational data for development and implementation of new statistical reporting methods and procedures. Developed a set of statistical reports used to summarize the daily operational data. Created and implemented an incentive program for agents and non-agents. Developed and implemented statistical process control to monitor Service Manager monthly results.

General Manager/Co-owner

PORT ST. JOHN LIQUOR, INC, Port Saint John, FL

1991 1996

Port St. John, FL 1991-1996
General Manager/Co-owner
  • Directed advertising, public relations, accounting and tax compliance, merchandising, inventory control, sales supervision, budgeting and forecasting. Supervised over fifteen (15) employees.

System Test Supervisor/Senior Test Engineer/Automatic Test Equipment Supervisor

ITT DEFENSE, Rockledge, FL

1983 1991

Rockledge, FL 1983-1991
System Test Supervisor/Senior Test Engineer/Automatic Test Equipment Supervisor
  • Responsible for system test engineering, management and scheduling delivery of several defense communication systems. Tasks included: a full range of electrical and environmental (thermal and vibrations) testing, coordinating various departments, developing system test plans, supervising over 40 employees, and extensive customer interacting. Supported classified projects in the following areas: proposal, system test engineering, communication sub-system requirements as well as developing a database to customer's specifications.

Test Engineer

MARTIN MARIETTA, Orlando, FL

1981 1983

Education

Bachelor of Science in Electrical Engineering

Florida Institute of Technology, Melbourne, FL

Skills

CALL CENTER OPERATIONS MANAGEMENT – CUSTOMER SERVICE & SUPPORT Production Management - Account Services Management - Relationship Management – Service Management - Project Management Process Improvement – Statistical Analysis - Strategic Planning - Training and Development - Operational Statistics - Business Development -Test Engineering - Public Relations – Compliance – Merchandising - Inventory Control - Sales Leadership Business-driven Call Center Operations Executive with a Bachelor of Science in Electrical Engineering, masterful developing and executing winning call center operations, product management, client management, business development and system configuration that has contributed to generating revenue and reducing costs. A strong leader experienced in business process improvement, statistical process control, customer service, cost reduction and problem solving skills. Armed with sound judgment and decision-making skills, as well as creditable leadership in defining strategic operational vision, generating financial success, and delivering results across the organization. Recognized for an outstanding record of achievement in employing new business concepts, delivering innovative business solutions and facilitating operational transitions. Passionate to teach, train and mentor others, enabling them to reach their full potential, resulting in bottom line profits and organizational excellence. Bilingual in English and Spanish.

Additional Information

  • Supervisor and Team Leader for Vanguard driving high standards for performance maintaining call quality for the customer service departments at 97% for over 2 consecutive years. Instituted a custom version of a call monitoring program to increase the call quality by integrating the requirements from three different customer service departments, resulting in improved overall quality improvement for the company, and a consistent message being delivered to all customer service departments. The average call quality increased by 2% increasing the monthly average to 99%. Every percentage point increased the loyalty, the retention of customer, customer satisfaction and call center service excellence.
  • As the Operations Manager for Excell Agent Services, our largest customer was AT&T handling directory assistance calls for the entire country. (Approximately 27,000,000 calls a month). AT&T had quality concerns with our service to the state of Hawaii because of the challenges with their complicated sounding names. A dedicated server team was created to handle those calls, eliminating any quality concerns by AT&T and at the same time improving profits.
  • Instituted a server team for several of the largest city in the United States, such as New York and Boston, improving the quality and reducing the average call handle- time by an additional 2 to 3 seconds. Every second reduced on the average call handling time for the server team was approximately $50,000 profit.
  • Created a call monitoring program during at Excell Agent Services to increase the call quality. AT&T purchased this program to be utilized on their own call centers, creating revenue for the company. This program produced revenues by the additional $1,500,000 paid by AT&T, and by reducing the training time for new agents to approximately $2,000 per agent.
  • Developed statistical reports to summarize the daily operational data. Created a statistical control process to monitor the associate’s monthly results. Identified root cause analysis and corrective action when results are not as expected. Developed a program and trained managers and employees on process improvement procedures. Created and implemented training functions within the center. Responsible for analyzing the operational statistics for adherence to expected results.
  • Designed a strategic plan for each Team Leader to achieve maximum results. Utilized business process improvement to lower cost by 10% and exceed customer's expectations. Created training programs for Team Leaders on techniques to lower attrition. Utilized business process improvement and statistical control charts to achieve department goals.
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