Barbara Druckenmiller

Lead the Underwriting Assistant Team
Ensuring adherence to achieve 98% success rate SLAs for various task functions, such as Intake,
Quote, Bind, and Maintenance.
Manage escalations, maintain compliance.
Payroll, administrative functions, coaching, quality.

Cross training of task functions as staffing shrinkage of 50% impacted the department.

Actively participate in projects and collaborate with other
departments to support company initiatives and advancements.

Address security training, system enhancements, performance
reviews, and benefits management while leading a remote team.

Success in transition task functions to partners.

Directing and leading 6 team supervisors and over 165 call center associates within the Customer
Solutions Department, to achieve operational success.

Contributions include the Blended Agent Team, Priority Team, and Bilingual Agent Team. CARE Team, and co designed a bonus plan.

Accountable for exceeding service level goals, driving improved performance, premium gains and
losses in addition to developing and implementing strategies to improve proficiency and quality of service.

Analyzed team, unit and site level data, identified trends; set/developed metrics, goals and priorities.

Inspired and motivated leaders/associates resulting in high performing, engaged teams able to deliver
consistently strong results in all Customer, Associate, and Shareholder metrics.

Coached leaders to use innovative and effective ways to teach, influence and motivate associates.
Managed the hiring and on-boarding process resulting in quality new hires and lower attrition.

Support Inbound and outbound customer service and pre 30 collecting efforts
Planning and organizing outbound calling strategies for outbound calling campaigns including pre-30
collections.
Oversee Correspondence and Mail Room
Responsible for coaching, mentoring, developing staff in leading the team towards meeting monthly
performance goals and service level agreements, as well as pre 30 collecting efforts to perform at or
under 8% roll rate per month. Work with dialer administrator to coordinate calling campaigns and call
strategies. Handling customer escalations.

Coaching, monitoring, developing and mentoring customer service representatives, ensuring overall
quality and team effectiveness objectives are being met, established by service level agreements set
forth by the client.
Support and develop team concepts within the Customer Service Unit through side-by-side monitoring,
weekly team meetings, and counseling employee's monthly performance and development through one on one feedback.
Provide interdepartmental support for various technical functions by identifying and reporting system
process errors and suggestions for improvements.
Provide employee quality assurance feedback
Develop action plans for performance development and or improvement. Create and implement
incentive programs to motivate employees and positively impact morale.
Prepare and administer employee performance evaluations, corrective action plans, and termination
recommendations.

University of Phoenix
Bachelors, Business Management
1998 - 2000

Rio Salado College
1998 - 2000