Xiomara White
Charlotte
Summary
Strategic and visionary leader with 20+ years of progressive experience in insurance services, business operations, and team development. Proven expertise in leading high-performing teams, streamlining operational workflows, and delivering measurable improvements in productivity and customer satisfaction. Adept at cross-functional collaboration, talent development, and driving strategic initiatives that align with business goals.
Overview
21
21
years of professional experience
Work History
Insurance Service Supervisor
National General, an Allstate Company
01.2019 - 01.2024
- Collaborated with cross-functional teams to design and implement strategic plans that achieved productivity targets, established measurable goals, resolved challenges, and fostered professional development for customer service representatives.
- Prepared and delivered detailed service level reports for three departments, analyzing metrics such as abandonment rates, average speed to answer, and overall service performance. Reports were produced daily, summarizing previous day and month-to-date data.
Role Coach/Trainer (1 year)
Allstate Insurance
01.2003 - 01.2019
- Streamlined onboarding processes by conducting interviews and facilitating training programs, resulting in a 30% reduction in onboarding time for new hires.
- Regularly monitored and analyzed performance data, driving a 10% annual productivity increase while maintaining customer satisfaction scores above 91% and achieving an average speed to answer of under 30 seconds.
- INTERNAL PROMOTIONS INCLUDE:
ABO Policy Administrator/Back Office Support (6 years)
Allstate Insurance
01.2003 - 01.2019
- Managed team operations for both on-site and virtual employees, including performance evaluations and the implementation of a call quality assurance program, reducing average call handling time by 15%.
- Oversaw team scheduling and time management, ensuring 97% adherence to designated lunch and break schedules while effectively managing clock-in and clock-out compliance.
- Developed and executed weekly workforce action plans, optimizing staffing levels and incorporating mandatory off-phone activities, leading to a 20% improvement in operational efficiency.
- INTERNAL PROMOTIONS INCLUDE:
Licensed Customer Service Specialist (9 years)
Allstate Insurance
01.2003 - 01.2019
- Acted as a subject matter expert, supporting sales agents, customers, and service representatives with new policy rollouts, procedural changes, rate adjustments, technology updates, and product launches.
- INTERNAL PROMOTIONS INCLUDE:
Education
Bachelor of Science - Technical Management, Health Service Management
01.2012
Skills
- Sales Management
- New Hire Development
- Operational Excellence
- Strategic Planning
- Business Management
- Coaching & Development
- Action Planning
- Team Leadership
- Reports & Documentation
Timeline
Insurance Service Supervisor
National General, an Allstate Company
01.2019 - 01.2024
Role Coach/Trainer (1 year)
Allstate Insurance
01.2003 - 01.2019
ABO Policy Administrator/Back Office Support (6 years)
Allstate Insurance
01.2003 - 01.2019
Licensed Customer Service Specialist (9 years)
Allstate Insurance
01.2003 - 01.2019
Bachelor of Science - Technical Management, Health Service Management
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