FREDRIC MACK
Bailey
Summary
Dynamic and results-driven engagement professional with a proven track record in customer care and fostering positive employer-employee relationships.
Overview
19
19
years of professional experience
Work History
Remote Financial Service Lead
Southern Insurance Underwriters Inc
02.2020 - Current
- Address daily incoming call volume, LiveChat, and email insurance premium finance inquiries at the insured, agents, and insurance carrier levels.
- Oversaw accounting reports for credit card payment failures, cancellations, fraud, ACH returns, and notices of change.
- Execute nightly process reporting: Post payments, reconcile account status, distribute final reports to management team.
- Provide guidance to customer service and new business teams.
Customer Care Coach / Special Projects Contributor
Gas South
09.2014 - 10.2019
- Served as individual contributor on the Training Redesign Team to transform the company's training manual into diverse presentations and learning aids.
- Mentored Customer Care Specialists and conducted regular feedback sessions to address performance and attendance.
- Developed personalized lesson and action plans for team members to address training and development needs, while maintaining accurate employee data files including payroll and performance reviews.
- Resolved escalated service issues to enhance customer retention, ensured compliance with Equal Employment Opportunity Commission standards, and collaborated with HR to hire and onboard diverse talent.
Administrative Operations Office Supervisor
Office of the Census
01.2010 - 08.2010
- Provided oversite of (36) administrative clerks across all shifts and collaborated with department manager to enhance daily operations and office tasks.
Inside Advertising Sales Agent
The Tuscaloosa News
12.2006 - 08.2009
- Provided quotes to classified ad advertisers via direct interaction, phone, email, and fax.
- Designed Microsoft Excel spreadsheets that traced all outgoing confidential mail and closed sells to meet sales team promotion goals.
Education
Masters of Arts - Liberal Studies
Jacksonville State University
Jacksonville, AL05.2014
Bachelor's - Technical Management, Music minor in Voice
Jacksonville State University
Jacksonville, AL08.2006
Skills
- Customer Care Coaching
- Call Center KPIs
- Business Communications
- Organization Leadership
- Performance Management
- Critical Thinking
- Trouble Shooting
- Escalations and Resolutions
- Microsoft Office Suites
- Live Chat
Additional Information - Strength Finders Top5 Strengths
- Strategic
- Learner
- Maximizer
- Connectivity
- Positivity
Timeline
Remote Financial Service Lead
Southern Insurance Underwriters Inc
02.2020 - Current
Customer Care Coach / Special Projects Contributor
Gas South
09.2014 - 10.2019
Administrative Operations Office Supervisor
Office of the Census
01.2010 - 08.2010
Inside Advertising Sales Agent
The Tuscaloosa News
12.2006 - 08.2009
Masters of Arts - Liberal Studies
Jacksonville State University
Bachelor's - Technical Management, Music minor in Voice
Jacksonville State University