I am an experienced customer service/call center manager with proven success in employee benefits, insurance, health care, and real estate environments. Below is a sampling of highlights from my resume that demonstrate the overall value I can leverage to advance [Company Name]’s mission: Strong ability to lead teams that meet and exceed company goals and expectations. Demonstrated skills in developing and implementing processes and procedures that increase efficiencies. Expertise in helping internal and external clients solve their challenges.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	Customer Service Supervisor	10/2010 - Present
Porter Homes LLC.	Real Estate Investor	9/2006 - 10/2010
Rex Huffman & Associates	Broker Agency Case Manager Supervisor	1/1997 - 9/2006

SCHOOL	MAJOR	YEAR	DEGREE
Valencia College	Office Support	2014	Certification Degree

TYPE	TITLE	URL	DESCRIPTION
Book	The Secret	media url	This book explains how to recognize, attract, and use positive energy to make your dreams come true.
Book	Rich Dad Poor Dad	media url	What The Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!

Highlights:

Our team received the Enthusiastic Client award two years in a row while I was the supervisor.

Companies I like:

United Healthcare, I'm open to most companies.

Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Outlook
NICE Analytic System

• telecommute
• NICE analytic system
• Microsoft Word
• PowerPoint
• Excel
• Lync
• Upoint
• Outlook
• Virtual

• I track trends to see how to reduce call volume if it is unusually high that day. • I organize the materials for the team by creating spreadsheets and PowerPoint presentations. I consistently adhere to stats such as hold time, work time, talk time, and schedule adherence). • I represent the benefit center in meetings with our client and carriers. • I have also managed projects. • All calls that require an urgent carrier update are forwarded to me. • I contact the carriers to reinstate the insurance within an hour or less. • I am a facilitator for new hires. • I provide both basic and client specific training. • I also calibrate calls and provide feedback.