Resume Templates: Customer Service Director


LORI H. Newell
17000 498th Avenue North, Seattle, W A 55446 | H: 000-000-0000 | C: 000-000-0000 |

Energetic, collaborative leader that drives significant business results through effective change management and client focus. Proven director of customer service operations and large-scale change initiatives, including organizational re-engineering and technology implementations. A dedicated professional recognized for attracting, building and retaining talented employees, and developing excellent relationships with business partners. Strong executive seeking an opportunity within an account management role serving vendors and engaging in business development.

Administrative Management Insurance Operations Change Management Team Leadership Team Building/Development Strategic Forecasting Business Development Procedural Design Outsourcing Financial Management IT Project Management Auditing Processes

01/2005 to Current VICE PRESIDENT Allianz Life Insurance Company Minneapolis, M N Drive significant business results through effective leadership and change management. Demonstrate a consistent client focus in all operations. Re-engineered new business processes, resulting in $3M in savings and decreasing fixed new business cycle times by 25%. Played an integral role in developing/implementing business process outsourcing plans, resulting in a $7M reduction in the operations budget and increasing overall quality to 98%. Engaged in change management and implementation plans as related to a large IT project replacing the annuity administrative platform with no significant client facing issues emerging during the launch. Managed a high-performance team challenged with transitioning an insurance processing site from Philadelphia to Minneapolis, resulting in an annual savings of $5M. Created a strong team culture, achieving staff satisfaction levels in the division’s top tier. Built segmented, cross-trained teams to serve the distribution channel versus product channel, resulting in a strong individual collaboration among team members and effectively increasing satisfaction results. Established a rules-based system to automate the suitability process for fixed index annuities. Created staff leadership focused on the “Ease of Doing Business,” eliminating pain points for agents and policy holders, and developed the infrastructure to sustain the program throughout all areas of operations.