1. Carol R. Seitz
517-304-1146 crseitz@ameritech.net
Customer Service Professional
Process  Performance  Project
Customer Service Professional with more than 15 years experience in achieving strategic
business goals through people, processes, and performance. Demonstrated ability to engage
and develop team members, implemented process improvements and deliver a positive
customer experience by consistently meeting or exceeding service levels.
Core Competencies
 Customer Service  Collaboration  Strategic Focus
 Process Efficiency  Workflow Prioritization  Productivity Improvement
 Adaptability  Team Development  Change Management
PROFESSIONAL EXPERIENCE
Citizens Insurance Howell, MI 1996 - 2014
Process Manager 2014
Increased efficiencies by analyzing workflow, processes, and procedures.
 Facilitated procedure improvement meetings for a minimum of 50 procedures and provided
approvals to transition tasks to an off shore team resulting in a 15% cost savings.
Collaborated with department managers and implemented a "once and done" customer
service model, improving lead time to 24 hours for 90% of transactions.
Performed root cause analysis on customer inquiries using value stream mapping,
documenting standard operating procedures (SOP's) and workflow processes resulting in a
5% reduction of rework.
Operations Manager 2008 - 2013
Managed Personal Lines insurance processing and phone associates while maintaining service
levels and providing customers with an excellent service experience.
 Managed 3 Supervisors directly and 37 team members indirectly.
 Evaluated resource availability to complete assigned projects.
 Managed five-member mail room team. Eliminated 99% of printed reports. Increased
electronic deposit of commission checks by 40%. Reduced misrouted mail by 75%.
 Represented Citizens Insurance as 1 of 5 servicing carriers of the Michigan Auto Insurance
Placement Facility. Increased team scale to process a 200% increase in new business
applications.
Supervisor 2005 - 2007
Supervised the day to day operations, maintained service levels while rolling out new products.
 Trained team members in handling customer service inquiries from 100+ agent phone calls
and 150+ electronic requests daily.
 Executed a monthly Document Retention Agency Interface Audit involving100+ agents.
 Established inventory and productivity reports for use in monthly performance discussions.
 Converted 3000+ policies from existing product to new product. Updated all processes to
include new features of a new product roll out.

2. Carol Seitz page 2
TeamLead 2001 - 2004
Ran a project that increased the department's business contribution to the company.
 Created a procedural manual for a rate verification project.
 Trained 15 team members to use the rate verification manual to process information
received on a questionnaire completed by the customer.
 Generated $100,000 in renewal premium as a result of the project.
TeamMember 1996 - 2000
Processed agent and customer requests by phone, email, and paper. Provided a positive,
professional customer experience.
 Eliminated a backlog of 10,000 paper documents by entering them into an electronic
document retention system.
 Responded to 30+ agent calls a day solving 95% of their concerns while on the phone.
 Processed auto and home new business applications, quote requests, endorsements and
renewals within quality standards.
AAA Michigan, Dearborn, MI 1989 - 1996
Medical Adjuster Assistant 1994 - 1996
Performed administrative functions for 11 medical adjusters in the auto claims department.
 Set up appointments for Independent Medical Examinations with 48 hours of reported injury.
 Processed monthly medical payments within compliance timeframes.
 Monitored automated diary system, reviewed files on schedule for claim reserve amount and
file status.
Auto Salvage Representative 1992 - 1994
Performed administrative functions of the salvage department for total loss and theft claims.
 Created 10 -15 auto salvage files daily.
 Prepared accurate title transfer documentation for The Secretary of State in preparation of
monthly salvage auction.
 Obtained and processed auction payments. Closed files after final quality review.
Customer Service Representative - Auto Claims 1989 - 1991
Provided customer service to members in relation to auto claims.
 Obtained claim information from 20-35 members and or claimants daily via phone or in
person.
 Educated members on Michigan no-fault auto law and policy and procedures in resolving
their claim.
 Accurately processed 10-15 member payments daily.
EDUCATION
Cleary University, Bachelor of Business Administration - Organizational Leadership
CERTIFICATIONS
Boston University, Service Operations Excellence Program - 2013