Anna Lyvers
Mishawka
Summary
Experienced in customer service, risk management, extensive project work and team training with over 11 years at Liberty Mutual Insurance. I leverage strong communication skills to create positive candidate experiences. I have a deep understanding of the value of team collaboration, contributing to a cohesive and productive work environment. I reflect expertise in time management for efficient task and project execution.
Overview
11
11
years of professional experience
Work History
Associate Capacity Management Specialist
Liberty Mutual Insurance
11.2023 - Current
- Uses multiple systems to approve agent schedules daily.
- Effectively manages time to understand and apply complex contact center rules and regulations.
- Reviews and monitors time off requests based on complex Service Level analysis throughout the day.
- Independently manages additional project work to best suit business needs.
Short Term Reliability Team Associate
Liberty Mutual Insurance
07.2023 - 11.2023
- Effectively managed time to understand and apply complex contact center attendance rules and regulations.
Coaching Specialist
Liberty Mutual Insurance
09.2022 - 07.2023
- Provided coaching and feedback to New Hire CSR's and promotional candidates to improve scorecard results.
- Created a customized coaching plan to each CSR based on discussion and employee results.
- Assisted a CSR reduce transfer rate from 27% to 18%.
Short Term Training Specialist
Liberty Mutual Insurance
09.2021 - 09.2022
- Provided coaching and feedback to New Hire CSR’s during onboarding by conducting 1:1s and delivering training sessions.
- Delivered group training sessions to support CRC wide initiatives with Learner based NPS of 95.45%.
- Organized schedule for trainings based on learner needs, supervisor feedback to ensure curriculum completion.
- Partnered with the Instructional Design team to create new training environment policies to reduce defects and ensure efficient learning of new processes.
Senior Rate Specialist
Liberty Mutual Insurance
09.2017 - 09.2021
- Supported growth through identifying new revenue opportunities from additional lines of coverage, analyzing open leads, and provided quotations for and binding business requests.
- Gathered critical risk information, utilizing underwriting rules and guidance to bind coverage, and advised prospects and policyholders on coverages, coverage limits and regulations.
- Worked to identity customer retention prospects and back business needs.
- Supported sales initiatives and sales personnel as needed.
- Assisted sales with building strong customer relationships and made recommendations for improvements as appropriate.
Customer Service Specialist, Service Assist Team
Liberty Mutual Insurance
10.2015 - 09.2017
Customer Service Representative
Liberty Mutual Insurance
09.2014 - 10.2015
Education
Honors Diploma -
Mishawaka High School
06.2010
Insurance License - P & C Lines
Liberty Mutual Insurance
09.2014
Computer, English & Writing
Indiana University South Bend
01.2012
Skills
- Proficient time management, organization, and multi-tasking skills
- Ability to demonstrate good judgment when dealing with company and customer affairs / risk management
- Able to comfortably manage multiple priorities
- Strong customer satisfaction focus
- Strong communication skills that embrace and engage the attention of others
- Organizational development
- Onboarding
- Training and mentoring
Timeline
Associate Capacity Management Specialist
Liberty Mutual Insurance
11.2023 - Current
Short Term Reliability Team Associate
Liberty Mutual Insurance
07.2023 - 11.2023
Coaching Specialist
Liberty Mutual Insurance
09.2022 - 07.2023
Short Term Training Specialist
Liberty Mutual Insurance
09.2021 - 09.2022
Senior Rate Specialist
Liberty Mutual Insurance
09.2017 - 09.2021
Customer Service Specialist, Service Assist Team
Liberty Mutual Insurance
10.2015 - 09.2017
Customer Service Representative
Liberty Mutual Insurance
09.2014 - 10.2015
Honors Diploma -
Mishawaka High School
Insurance License - P & C Lines
Liberty Mutual Insurance
Computer, English & Writing
Indiana University South Bend
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