MYRA M.

COX-LINSKER
Medina, OH 44256
330-952-1720 Residence 419-709-1992 Cellular myracoxlinsker@gmail.com

CAREER SUMMARY Senior Leader with significant accomplishments and expertise assembling, developing, training and motivating high performance teams for exceptional outcomes. Adept at developing business, P&L management and resource analysis. In depth leadership expertise in financial services, transportation and insurance industries. Highly developed sense of direction with ability to lead projects, and develop and deploy strategic initiatives for process improvement contributing to overall profit. Compassionate leader with a focus on development of management staff and team members. Highly effective in change management, budget control, distributed leadership, developing clear performance expectations, managing to performance and development of recognition programs while motivating others to achieve outstanding results. PROFESSIONAL EXPERIENCE ASSURAMED, TWINSBURG, OH, 2012 to present Customer Service Manager for Edgepark Medical Supply and Independence Medical Supply Leadership oversight of multiple-functioning, high-volume Call Centers specializing in both business-to-patient and business-to-business sales and distribution. Primary focus on order intake. Collaborated in the development and initiation of Workforce Management software with positive results in change management, and improved call center performance metrics. Results were higher level of customer interaction with positive customer experience in performance metrics and quality. Responsible for interviewing, hiring, coaching and developing staff. Monitored Direct Reports performance and provided on-going feedback. Reviewed and collaborated with Training Department to design usable and repeatable training Developed and maintained performance metrics and reporting Ability to lead and influence cross-functional team and operate in a highly complex environment Worked strategically with VP and Financial analyst to develop FY 2014 financial and staffing budgets. Collaboratively developed compensation and bonus programs for Customer Service Representatives. Completed and delivered performance reviews across department. Intense focus and results for Customer Engagement excellence. Continuous leadership training and development of succession plan. Collaborated with Managers and Supervisors to develop a positive work environment. Handled escalated Customer issues to meet risk mitigation and customer satisfaction. Remote management of additional Call Center site. Strong decision making skills, understanding how decisions impact the Customer and the Company. Ability to maintain composure under pressure. Ability to handle multiple demands from many people and prioritize effectively. Excellent communication skills written, oral and presentation. Demonstrated high level of professionalism and integrity.

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NEW YORK LIFE INSURANCE, LAKEWOOD, OH, 2000 to 2012 Corporate Vice President/Operations Mgr/Call Center Director, 2005-2012 Senior Leadership oversight of multiple-functioning Customer Service Representatives in both Call Center and Back Office operations. Call Center Management to improve and maintain consistent high levels of quality service to all customers including both Agency Sale Managers as well as external customer base. Pro Active Complaint resolution for internal and external customers. Strategic communication to Senior Officers, Peers, People Managers and all Team Members, on site, remote sites and Corporate Headquarters. Prepared and implemented annual Call Center budgets in excess of $8 million while providing improved employee environment; budget consistently at or under prior year costs. Successfully led initiatives for improved employee environment/satisfaction. Project manager for: New Telephony Technology Deployment. Consolidation of Regional Call Centers, providing business resiliency and cross-site succession planning, as well as improved Customer Experience and retention by 6.5%. Vendor selection review of After Call Survey and Speech Analytics. Developed and executed performance standards, including robust, metric weighted employee recognition programs. Improved employee morale as a result of clear definition of expectation and Customer Service Representative driven team motivation and accountability. Improved collaboration, cohesion and consistency across remote sites by developing and delivering a Leadership Training Program. Identified materials, prepared weekly presentations, including PowerPoint and delivered weekly session via live/video. Developed and deployed part-time hiring initiative. Customer Centric focus with improved quality service across all teams from 2.83 to 2.93 on a 3.0 scale. Supported by consistent performance monitoring, review and feed back to associates. Worked with Training staff to identify developmental training opportunities for associates and Supervisors. Completed and delivered performance reviews mid-year and annually to all direct reports. Administrative Manager, 2003-2005 Oversight of General Office Administrative support staff. Directly, reported to the Regional Vice President. Provided exceptional communication with 50+ sales agents in product knowledge, application preparation and sales strategies. Met and exceeded application upload and policy issue during tenure at the General Office. Managed facilities and technology for the location. Created an atmosphere of positive Client Relations for both internal and external customers, which included improving the staff involvement in self-development resulting in Office of the Year for Educational Achievement for 2004. Prepared and managed General Office budgets within the West Central Region, meeting or exceeding expectation.

Office Assistant, 2000-2003 Supported 12 high-producing sales agents in the application and billing process to deliver completed product in timely manner to customers. Joined the company at an entry position to seek out and create opportunity for growth and development

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OTHER RELEVANT EXPERIENCE RICH FORD GROUP, Albuquerque, NM, 1989 to 2000 KEN JOHNS LINCOLN-MERCURY/VOLVO, Albuquerque, NM RICKENBAUGH CADILLAC/VOLVO, Denver, CO New Car and Truck Sales Manager Oversight of new car and truck sales organizations including hiring and training sales staff, inventory order and control, negotiate and close sales transactions. Vendor management. Quality control of delivered product. Trained and qualified a staff salesperson to compete in the International Product and Walk Around competition in subsequent years. Results were a WIN. Defined and developed sales training courses to be distributed among Dealer Groups in the National Automobile Dealers Association channel. As part of dealership training, performed Finance and Insurance functions, including documentation, sales of product and funding through lenders.

FINANCIAL SERVICE INSTITUTIONS Staff Accountant Assistant Vice President of Lending Mortgage Underwriter with FHA and VA designations EDUCATION, PROFESSIONAL DEVELOPMENT & TRAINING Bachelor of Science, Accounting, Oklahoma Panhandle State University, Goodwell, OK Completion of Life Office Management Association (LOMA) Designation: Associate of Customer Service Attended, trained and facilitated extensive Training Programs on Change Management, Coaching and Leadership Development Toastmasters LICENSES FHA & VA Direct Endorsement Underwriter, CHUMS C 764 HONORS & AFFILIATIONS World Wide Whos Who Among Business Women Judge for the Volvo Car Corporation International Product and Walk Around