Sylvia Carruba
Marana
Summary
Dedicated Account Service Manager with expertise in customer relationship management and conflict resolution. Proven ability to maintain accurate records and deliver timely issue resolution, ensuring high client satisfaction and retention.
Overview
2026
2026
years of professional experience
Work History
Account Service Manager
PointeNorth Insurance Group LLC
Atlanta
05.2020 - 06.2025
- Coordinated communication between clients and internal departments to ensure service delivery.
- Assisted clients with inquiries regarding account services and product offerings.
- Maintained accurate records of client interactions and service requests for reference.
- Collaborated with team members to resolve customer issues in a timely manner.
- Participated in training sessions to learn best practices for client engagement strategies.
- Updated client information in the database to ensure data integrity and accuracy.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Resolved escalated customer issues in a timely manner while maintaining excellent relations with clients.
- Updated internal databases with information about client interactions, changes in account status.
- Maintained accurate records of all transactions related to accounts serviced.
Customer Service Representative
Liberty Truck Insurance
Birmingham
11.2003 - 01.2016
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with team members to improve service strategies and workflows.
- Implemented changes to enhance the overall customer experience based on feedback received.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Manager
Blue Cross and Blue Shield of Alabama
Birmingham
10.1977 - 09.2003
- Oversaw daily operations to ensure compliance with healthcare regulations.
- Managed cross-functional teams to enhance service delivery and efficiency.
- Developed strategic plans to address organizational goals and challenges.
- Facilitated training sessions for staff on policy updates and best practices.
- Coordinated communication between departments to streamline processes.
- Implemented quality assurance measures to maintain high service standards.
- Reviewed performance metrics to identify areas for improvement and action plans.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Developed and implemented strategic plans to achieve company objectives.
Clerical Worker
Blue Cross and Blue Shield of Alabama
Birmingham
- Processed incoming mail and documents for efficient distribution.
- Assisted team members with clerical tasks and scheduling appointments.
- Coordinated office supplies inventory and ordered necessary materials.
- Organized files and documents for easy retrieval and management.
- Organized and filed documents, both physically and electronically.
Education
High School Diploma -
Hueytown High School
Hueytown, AL05-1966
Some College (No Degree) - Business
Jefferson State Community College
Fairfield, ALSkills
- Customer relationship management
- Conflict resolution
- Data entry accuracy
- Team collaboration
- Task prioritization
- Quality assurance implementation
- Client engagement strategies
- Timely issue resolution
- Performance monitoring
- Reliability and punctuality
- Patience and calmness
- Interpersonal communication
- Multitasking Abilities
- Paperwork processing
- Professionalism
- Goal setting
- Customer file maintenance
- Microsoft office
- Team building
- Performance assessments
- Mentoring and coaching
- Process improvement
Affiliations
- Avid Reader
- Writer
- Genealogy Research
- Needlework & Crochet
- Enjoying Family time
Websites
Software Applications
- Vertafore
- Work Smart/Image Right
- FMCSA Safer System
- ePay
- Docusign
- Paylocity
- Microsoft Office -Teams, Word, Excel, Power Point
- iix Express - ordering Motor Vehicle Records (MVR)
- Verify Vehicle Identification Numbers (VIN's)
- Insurance Applications
Timeline
Account Service Manager
PointeNorth Insurance Group LLC
05.2020 - 06.2025
Customer Service Representative
Liberty Truck Insurance
11.2003 - 01.2016
Manager
Blue Cross and Blue Shield of Alabama
10.1977 - 09.2003
Clerical Worker
Blue Cross and Blue Shield of Alabama
High School Diploma -
Hueytown High School
Some College (No Degree) - Business
Jefferson State Community College
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