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Resume for Patricia Barnes

PATRICIA A. BARNES

Tewksbury, MA                                                                                                   [email protected]

978.761.7648                                                                            www.linkedin.com/in/patriciaabarnes

 

CUSTOMER SERVICE MANAGER / TRAINER

Improve customer satisfaction and sales results through consultative sales / service approach utilizing effective communication.

 

Practiced industry professional with reputation as team player with ability to achieve results through employee coaching and development. Strengths include effective training processes, program development, efficient communication, and HR performance management. Specialize in training, coaching, and developing Customer Service and Sales Representative. Background in Management, HR Performance Management, and training development programs. Professional communication skills with ability to relate to diverse population.

 

Technical Skills: Experienced in Microsoft Office Applications including: Word, Excel, and PowerPoint. Proficient in MA Registry Systems and Functions

 

Professional Experience

 

LIBERTY MUTUAL INSURANCE COMPANY, Andover, MA

Field Development Specialist                                                                                            2008 – 2016

Managed novice and experienced Sales and Service Representatives through onboarding of product, systems, and skills training through one-on-one, classroom and virtual facilitation.

·        

Led Sales Representatives toward exceeding per capita within first year and Service Representatives improving customer satisfaction with one-on- one coaching.

·        

Trained, developed, and coached Sales and Service Representatives, supporting acquisition of sales and delivery of quality customer service.

·        

Delivered training for key initiatives, including new products and systems enhancements, enhancing knowledge and skill for all impacted personnel.

·        

Applied knowledge of industry landscape for designing training procedures that align with program objectives.

·        

Developed and delivered training programs, supporting Sales and Service Representatives for enhancement to state specifics.

·        

Evaluated Representatives and identified opportunities for growth and performance enhancement for varying capability levels.

Service Manager                                                                                                                2004 – 2008

Served as Front Line Manager responsible for 15 employees in 2 Branch locations. Coached employees one-on-one in customer satisfaction as well as overall command satisfaction.

·        

Delivered Customer Satisfaction objectives through targeted communications.

·        

Collaborated with Quality Assurance team, creating optimal service through recorded calls.

·        

Worked with Sales Manager, providing support for Region / Office retention and growth.

·        

Identified opportunities for external resources, enhancing program features and streamlining processes.

·        

Analyzed phone reports, ensuring availability to customers and time service.

PATRICIA A. BARNES                    [email protected]                                            PAGE TWO

Service Manager (continued)

·        

Assessed and strengthened talent by developing and maintaining high performing team through selective hiring and coaching.

Service Team Leader                                                                                                        2001 – 2004

Supervised and directed personnel. Ensured quality and timely customer service through review of daily workflow, work in process, and office controls. Individual training assessed through one-on-one coaching.

·        

Established cohesive and collaborative environment, maintaining focused and productive work environment.

 

Additional Positions:

Supervising Service Representative

Department Supervisor

Office Manager

Regional Administrative Supervisor

Service Supervisor

Service Representative

Personal Sales Assistant

 

Education

 

       

Associate of Liberal Arts (ALS), Management, Middlesex Community College, Lowell, MA

 

Certifications

 

       

ASTD – July 2014

o  

Designing Learning Certificate

       

The American College – August 2012

o  

Life Underwriting Training Council Fellow (LUTCF)

       

CISR – June 2005

o  

Certified Insurance Service Representative

       

Property and Casualty License

       

Life License

 

ADDITIONAL TRAINING 

-       

Compass

-       

Front Line Manager

-       

Managing for Superior Service

-       

Managing Ineffective Performance

-       

Train the Trainer

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WebEx Virtual Training

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Lync Meeting Training