CHERYL BARROWS

30 Seahorse Court a Discovery Bay, California 94505

(925) 234-2862 a cbac8304@westpost.net
Insurance Specialist
Highly accomplished Insurance Operations Administrator with 10-plus
years experience directing daily call center operations for leading
companies. Result-oriented professional who possesses outstanding
communication skills and the ability to build and motivate
representatives to address customer needs and implement
troubleshooting procedures to maintain top quality assurance
standards and drive long-term client retention. Strategic planner who
excels at developing and implementing programs designed to increase
productivity, reduce costs, and enhance client service support.
Process Analysis a Project Development a Strong Interpersonal
Skills a Quality Assurance
Call Center Administration a Continuous Improvement a Team
Building a Client Troubleshooting
Cost Saving Initiatives a Strategic Planning a Time Management
a Customer Retention

PROFESSIONAL EXPERIENCE
COMCAST, LIVERMORE, CALIFORNIA a 2009-PRESENT
Leading service provider for high speed Internet, digital voice, and
cable with 50,000 employees.
TECHNICAL SUPPORT 2
Manage incoming service calls to address and troubleshoot Internet,
telephone, and cable connectivity issues for customers. Coordinate
and document problems and implement solutions when needed to resolve
issues in timely and effective manner. Address customer concerns and
complaints and maintain strong customer service standards and
procedures to enhance long-term product growth and customer
retention. Oversee technician appointments and process forms and
applications for home service.
_Major Contribution: _
*
Awarded monthly certifications for exceeding expectations and call
center metrics.
PLANET BEACH CONTEMPO SPA, BRENTWOOD, CALIFORNIA a 2008
Local franchise establishment providing various spa and tanning
services.
 MANAGER/OWNER/OPERATOR
Directed daily business operations, including customer service,
payroll management, and inventory administration to support ongoing
demand. Managed employees to ensure performance standards and top
quality control initiatives were maintained. Supervised customer
relations to promote high satisfaction ratings and encourage strong
client retention.
_Major Contribution: _
*
Launching marketing and advertising campaigns and programs to drive
new memberships and promote specific services, products, and
specials.
FARMERS INSURANCE EXCHANGE, PLEASANTON, CALIFORNIA a 1999-2008
Regional provider of personal, auto, and homeowners insurance with
approximately 400 employees.
_continued_
CHERYL BARROWS a Page 2 a cbac8304@westpost.net
TRAINER/QUALITY ASSURANCE REPRESENTATIVE
Developed and initiated training sessions for customer service
representatives (CSR) in 8 state_ _offices regarding new policies and
procedures to support ongoing client service protocol, including
agents/insured policy changes, billing issues, call management
system, and high call volume. Managed call center workflow and
created daily, weekly, and monthly, phone statistics to identify
areas of improvement. Oversaw random audits of representative phone
calls and policy transaction to monitor accuracy and insurance
regulations compliances. Led continuous software training to enhance
call center execution. Managed the processing and evaluation of
fire/auto underwriting policies to determine risk acceptability or
decline, queue management, and inspections. Supervised all company
re-bills due to system data errors. Produced Department of Insurance
Market Conduct Exam documentation. Coordinated with departments to
create and implement more effective processes to increase
productivity and promote consistent customer service standards.
_Major Contributions: _
*
Contributed to re-engineering strategy by producing business
requirements for CSR Center of Excellence, workflow management,
workforce administration, and billing procedures.
*
Developed and launched electronic document retrieval system to
recreate insurance policies for litigation and claims, which reduced
customer delivery time from 1 month to 1 day.
*
 Reduced processing time 300 hours through creation of policy rating
templates to alleviate hand processing of all company rate testing.
*
Increased and recorded time savings of 100-plus hours by introducing
retroactive premium calculator to correct policy over charges.
*
Created Call Center Phone Statistics and CSR/UW scorecards, which
resulted in yearly savings and lowered employee headcount by 2.
JTS CORPORATION, SAN JOSE, CALIFORNIA a 1992-1999
Leading start up disk drive manufacturer with approximately 200
employees.

SUPERVISOR/ACCOUNT MANAGEMENT
Oversaw daily high volume order processing and managed customer
service and account management department staff training to maintain
backlog, processing, tracking, and reporting of sales orders,
evaluation orders, and credit memos. Coordinated shipments from
factories in Madras, India to global customer factories. Supervised
return materials, inventory, and backlogs.

SUMITOMO ELECTRIC, SAN JOSE, CALIFORNIA a 1986-1992

Provider of optical fiber service for communication networks and
equipment manufacturers.

SENIOR SALES ADMINISTRATOR

Supervised internal sales team and customer service department to
ensure financial goals and quality assurance standards were met.
Implemented sales procedures and managed daily activities, including
expediting, quotations, orders, backorders and return materials,
inventory analysis, progress reports. Prepared export documents for
South America, Mexico, and Canada. Organized communication between
U.S. distribution plant and Japanese manufacturing facilities to
support sales initiatives.
EDUCATION
BACHELOR OF SCIENCE IN MANAGEMENT, California Coast University,
Santa Ana, California
TECHNICAL SKILLS
Microsoft Office Suite, Adobe Acrobat Professional, Lotus, ASK/OMAR,
Mac Os, Gimp, EDI
Resume