Becky Ernst
Bloomington
Summary
Dynamic manager with proven skills in leadership, team development, and operational efficiency. Expertise in conflict resolution and customer service strategies, driving improvements that enhance client satisfaction and team performance.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Manager, Various Departments
State Farm Insurance Companies
Bloomington
06.2004 - Current
- Led a team of up to 15 employees, ensuring high productivity and excellent customer service.
- Implemented customer service strategies to enhance client satisfaction.
- Enforced customer service standards, resolving problems to enhance client satisfaction.
- Monitored staff performance and addressed issues, maintaining high service standards.
- Coached, mentored and trained team members in order to improve their job performance.
- Mentored junior staff members in professional development and performance improvement initiatives.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted regular meetings with staff to review progress and identify improvement areas.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Enhanced team morale and retention through recognition programs and career development initiatives.
- Provided leadership during times of organizational change or crisis situations.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Ensured compliance with industry regulations and company policies.
- Implemented process improvements that increased operational efficiency.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement
Office Manager/Legal Assistant
Rusin Law
Champaign
06.1994 - 06.2024
- Managed daily office operations and coordinated staff schedules to enhance overall workflow.
- Oversaw office supplies inventory and maintained vendor relationships, ensuring consistent availability of resources.
- Implemented filing systems to ensure document accessibility and compliance.
- Developed office policies that streamlined workflows and supported operational efficiency.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Delegated work to staff, setting priorities and goals.
- Trained new staff on office procedures and software usage.
- Assisted attorneys with case preparation and document management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed and selected employees to fill vacant roles.
Education
MBA - General Management
University of Illinois
Urbana, IL05-2012
Bachelor of Science - Music
Illinois State University
Normal05-1999
Associate of Applied Science - Accounting
Craven Community College
New Bern, NC05-1994
Skills
- Customer service excellence
- Performance evaluation
- Team leadership
- Customer service strategy
- Staff performance monitoring
- Process improvement
- Conflict resolution
- Office management
Certification
Certified Property & Casualty Underwriter
Timeline
Manager, Various Departments
State Farm Insurance Companies
06.2004 - Current
Office Manager/Legal Assistant
Rusin Law
06.1994 - 06.2024
MBA - General Management
University of Illinois
Bachelor of Science - Music
Illinois State University
Associate of Applied Science - Accounting
Craven Community College