1. ULYSES MADINYA
UMADINYA@GMAIL.COM 714­469­5698
● 15+ years management and supervisory experience in high­volume customer service call
center and insurance office
● Certified Insurance Service Representative (CISR) designation
● Process escalated company service complaints regarding underwriting approvals
● Expertise in specialty lines
● Loyal, dedicated, hard working, bilingual, and efficient with two long­term employers in
previous 18 years.
EXPERIENCE
1/2011–P
resent
Lead Service Specialist/Customer Service Manager
Liberty Mutual Fire Insurance Company, Inc., Irvine, California
● Service department supervisor and manager on duty as assistant to branch
manager.
● Handle high volume of incoming and outgoing calls dealing with personal lines
insurance customer service.
● Training of new representatives, perform quality control, and mentoring of existing
employees in both sales and service department.
● Facilitator of daily team meetings.
8/2005–1
/2011
Customer Service Specialist​,
Liberty Mutual Fire Insurance Company, Mission Viejo, California
● Specialty Lines insurance specialist including flood, earthquake, motorcycle, boat
and umbrella liability policies.
● Provided superior customer service working for personal lines insurance broker.
Handle high complexity insurance calls and complaints.
● Provided sales support to brokers/agents.
● Assisted Branch Manager with handling and processing of escalated company
service complaints.
● In­house training of newly­hired representatives.
1/1998–
8/2005
Reservations Supervisor; Scheduling Specialist; and Quality Control
Department Supervisor/Queues Specialist
Marriott, Costa Mesa, California
● Hired as lead supervisor to oversee activities of Call Center Reservation Agents.
Supervised 100+ agents as Senior Regional Desk Lead; assistant to area
managers; and Director of Reservations.
● Handled elevated customer complaints and integral in­house training of
reservation agents.
● Promoted to Scheduling Specialist in January 2000, to work closely with
Operations Manager in maintaining proper staffing levels, documenting the dual

2. ULYSES MADINYA Page | 2
department office’s daily operation statistics, disciplinary actions, and productivity
statistics.
● Interpreted corporate Call Forecasts and prepared downtime and overtime
spreadsheets.
● Supervised an agent staff of 250 using Real Time Adherence and Call
Management System.
● In January 2004, promoted to Quality Control Department Supervisor/Queues
Specialist, performing Queue processing for 16 area full­service Marriott
Hotels.San DiegoLas VegasOrangeCountyLos Angeles County
● Processed reservation corrections to insure inventory cohesion between
Reservation Center Data and hotel’s room inventory system.
● Created Queues Training Manual.
● Maintained professional and cooperative rapport with hotel Group Coordinators
and the Revenue Management Department.
EDUCATION
1990­1995 Cerritos College Cerritos, California Associate Degree, General Studies
CERTIFICATION
4/2008 Certified Insurance Service Representative (CISR), National Alliance
11/2005 Personal Lines Broker Agent License, California Department of Insurance
1/2001 Supervisory Certification Course, Marriott
PROFESSIONAL MEMBERSHIPS/AFFILIATIONS
Lake Elsinore Unified School District
Member of PTA and parent volunteer pass holder.
Lake Elsinore Girls Softball: Head Coach
Girl Scouts of America
Girl Scout Troop 1538: volunteer and co­leader.
LANGUAGES​: Fluent in Spanish.
References available upon request.

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REFERENCES
PROFESSIONAL
Telephone:
E­mail:
Telephone:
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Telephone:
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PERSONAL
Telephone:
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Telephone: