Geraldine De Guzman

Experience

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  Zenith Insurance Company (United States)

  Jan 2002 - Jan 2003

  Claims Assistant
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  Zenith Insurance Company (United States)

  Nov 2003 - Jan 2016

  • Managed team leaders, analysts, and specialists total performance ensuring work is achieved accurately and consistently according to the company policies, standards, operations, and procedures.• Evaluated team results against the department objectives.• Assigned work and established priorities for optimum efficiency and productivity. Also promoted cross training to provide coverage as needed.• Conducted annual performance reviews on direct reports and provided ongoing coaching and feedback to each staff member to maximize their job effectiveness and potential for professional growth.• Provided on the job training to existing and new hired employees.• Acknowledged and rewarded employees for quality results and efforts. • Researched and developed new plans to achieve company goals and objectives. Implement continuous process improvement strategies and procedures. • Assisted Business Analysts in creating and formatting the department’s procedures manual and in keeping them current.• Collaborated with IT department in replacing the operating system by providing the requirements and performed numerous User Acceptance Testing. Approved numerous system implementation using the Agile Principles. • Assisted Human Resources in creating new positions and developing their job descriptions. • Worked on numerous projects, identified problem areas, and took action as needed to improve results.• Conducted interviews and worked directly with HR for recruiting and developing a qualified team that reflects appropriate work force diversity. Show less • Supervised 18 people belonging to three different units with different functions. • Completed production plan by scheduling and assigning personnel; accomplished work results; established priorities; monitored progress; revised schedules; resolved problems; reported results of the processing flow on shift production summaries.• Clarified team roles and responsibility, and ensured appropriate skills and knowledge exist among team members. Identified and provided training to existing staff, as well as new hired employees. • Maintained work flow by monitoring steps of the process; set processing variables; observed control points and equipment; monitored personnel and resources; studied methods; implemented cost reductions; developed reporting procedures and systems; facilitated corrections to malfunctions within process control points; initiated and fostered a spirit of cooperation within and between departments.• Resolved personnel problems by analyzing data, investigating issues; identifying solutions and recommending action.• Conducted annual performance reviews on direct reports and provided coaching and feedback to each staff member to maximize their job effectiveness and potential for professional growth. • Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications and establishing personal networks. Show less

  • Enterprise Document Services Supervisor

    Jan 2008 - Jan 2016

  • Claims Support Supervisor

    Nov 2003 - Mar 2008
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  Tesla

  Jun 2018 - Jan 2019

  Business Processing Supervisor

  • Supervised day-to-day operation of a team comprised of Document Generation and Processing agents, Customer Service agents and Car Delivery Scheduling agents. • Monitors all work products with regard to progress, accuracy, quality, and timeliness using IT reports relevant to the team’s performance, productivity and quality results.• Provides assistance and guidance to all personnel as necessary.• Communicates department updates, team goals and performance standards to employees via weekly team meeting. • Conducts monthly check-ins with employees to set individual goals, monitor progress, recognize outstanding performances, and resolve issues through corrective action plans.• Manages special projects as determined by upper management. Show less

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  Employers Insurance Company of Nevada

  May 2019 - Dec 2019

  Claims Services Supervisor

  • Supervised the daily workflow and individual staff assignments to ensure timely and accurate completion.• Selected, managed, developed, coached, and motivated staff members• Provided regularly scheduled one on one coaching to all team members• Conducted department/team meetings and communicated team objectives, goals, results and changes• Prepared performance appraisal and addressed performance concerns time• Responded to customer requests and handled escalated customer services issues as required in a timely manner. Show less

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  Berkshire Hathaway HomeServices

  Apr 2020 - now

  Licensed Real Estate Agent / Realtor