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Work Background
GEICOZone Representative
Jan. 2015Macon, Georgia Area- Evaluate, negotiate, and execute accounts with external vendors leveraging pristine customer service and contract management skills
- Plan, develop, and administer programs to align and motivate team around department objectives and reinforce organizational goals
- Monitor customer service and promptness to ensure adherence to established policies for customer transactions
- Execute recovery plans and manage deployment to disaster areas as Catastrophe Team Lead
GEICOAccident Tow Supervisor, Hiring Coordinator, and SPP Coordinator
Jan. 2012 - Jan. 2015- Supervised and coached teams of up to 35 associates to drive key metrics
- Interviewed, hired, trained, and managed performance of all candidates
- Developed and led training activities to encourage application of policies
- Championed Kaizen and Six Sigma methodology to streamline processes
GEICOCompliance Specialist
Jan. 2005 - Jan. 2012- Verified accuracy of vendor accounts summing 35% of 13MM client base
- Generated daily tracking reports to monitor vendor relations
- Coordinate with IRS to maintain accuracy of NY State Tax records
GEICOBilling Specialist
Jan. 2003 - Jan. 2005- Maintained direct business relations, payment distributions, and payment reports for major vendors representing more than 50% of overall client base
- Communicated updates to state and federal consumer financial and banking policies to entire nationwide customer base - Designed and executed new department training manual to align staff
- Managed all billing and payments for Accident Tow and Emergency Road Service Department
GEICOEmergency Dispatcher
Jan. 2001 - Jan. 2003- Provided accurate and timely resolutions for customers in high-stress situations while maintaining detailed logs of all call reports
- Enhanced customer assistance and vendors in high-volume and heavy paced inbound call environment by leveraging call center support apps
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