Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Daniela Escamilla

San Dimas,CA

Summary

Accomplished Operations Manager with a proven track record at Concentrix, enhancing team productivity and performance through effective leadership and operations management. Skilled in problem-solving and customer service, demonstrated by fostering high employee retention rates and improving cross-functional collaboration. Expertise in document management and team leadership, achieving significant advancements in operational efficiency and client satisfaction.

Expertise in the insurance industry with substantial administrative experience. Known for strong organizational skills, effective communication, and adaptability to changing needs. Proven ability to collaborate with teams and achieve results, ensuring reliable support and seamless operations. Skilled in managing documentation, handling client inquiries, and maintaining confidentiality.

Overview

12
12
years of professional experience

Work History

Insurance Administrative Assistant

Valencia Insurance
07.2024 - Current
  • Streamlined administrative processes for enhanced productivity and accuracy in document management.
  • Coordinated appointments between clients and insurance agents, resulting in increased sales opportunities and successful policy enrollments.
  • Provided exceptional customer service through prompt responses to inquiries and resolving issues in a professional manner.
  • Managed multiple tasks simultaneously while prioritizing deadlines to ensure smooth operations within the insurance department.
  • Collaborated with agents to ensure timely policy renewals and maintain positive client relationships.

Operations Manager

Concentrix
07.2019 - 04.2024
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Reviewed emails on a daily basis to ensure timely communication and efficient workflows.
  • Analyzed KPIs performance to develop actionable plans aimed at improving overall team performance and productivity.
  • Managed payroll, ensuring timely and accurate processing of employee compensation.
  • Prepared and maintained documentation for employee outliers, ensuring compliance with company policies and regulations.

Team Supervisor

Concentrix
08.2016 - 06.2019
  • Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
  • Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
  • Evaluated team member performance regularly, providing guidance for professional growth and development.
  • Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
  • Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
  • Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
  • Led weekly meetings with staff to discuss progress updates, address concerns, and maintain open lines of communication.

Training Assistant

Concentrix
12.2015 - 07.2016


  • Mentored new hires, resulting in stronger staff development and increased productivity.
    • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
    • Analyzed team performance and identified opportunities for
    additional training.
    • Delivered instructional presentations on equipment use, focusing on
    efficiency and safety.

Customer Service Representative

Concentrix
02.2013 - 11.2014
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Answered constant flow of customer calls with minimal wait times.


Education

GED -

Basset Adult School
La Puente, CA

Skills

  • Phone etiquette
  • Billing and invoicing
  • Task delegation
  • Document management
  • Meeting coordination
  • Report generation
  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Decision-making
  • Planning and implementation
  • Performance monitoring

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Insurance Administrative Assistant

Valencia Insurance
07.2024 - Current

Operations Manager

Concentrix
07.2019 - 04.2024

Team Supervisor

Concentrix
08.2016 - 06.2019

Training Assistant

Concentrix
12.2015 - 07.2016

Customer Service Representative

Concentrix
02.2013 - 11.2014

GED -

Basset Adult School

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Daniela Escamilla