* PETRA KAGI * petra.kagi@gmail.

com 2001 Batesville Road * Canton, GA 30115 * 678-654-6059 _________________________________________________________________ EXPERIENCED MANAGER IN INTERNATIONAL SERVICE INDUSTRY * 15+ years of work experience in a global multi-billion organisation * Proven success in leadership, daily supervising and responsible expert of 10+ employees * Operations management, development and implementation of procedures as well as training manuals * Expertise in optimizing organizational growth, productivity and efficiency * Strategic and analytical with outstanding problem-solving and negotiating skills * High proficient language skills in English, German, Italian and French * Exceptional customer service skills ________________________________________ EDUCATION Bachelor in Administration (BA), 1992 1995 Commercial College of Davos, Switzerland In-firm commercial- & management training, 2002 2009 Zurich Financial Services, Zurich-Switzerland FCE-Diploma First Certificate in English, 1999-2000 University of Cambridge, England CELI 2-4 Diploma Advanced Certificate in Italian 2001-2002 Universit per stranieri Perugia Additional scholar year in the French speaking part of Switzerland, 1991 Didac Ecoles Lausanne, Switzerland _________________________________________________________________ COMPUTER SKILLS Proficient skills in Word, Excel, Power Point, Internet, Outlook, Lotus Notes _________________________________________________________________ WORK VISA Swiss Citizen; Work Visa R/L2 The Visa holder is eligible to work at any Company in the U.S. _________________________________________________________________

REFERENCES National and international available upon request _________________________________________________________________ PROFESSIONAL EXPERIENCE 2004 2009 MANAGER & RESPONSIBLE EXPERT 12 ASSOCIATES Zurich Financial Services Zurich Insurance Switzerland * Department cost reduction by 30 % over 2 years as well as improving customer satisfaction up to 20 % at the same time Team leader national and international broker support Responsible expert general Hold target agreements & performance appraisals with associates Recruitment & training of new employees Sales support to the key account executives and brokers Participation in several personal lines business projects Underwriting in car insurance up to $ 250,000 per case Quotation, follow ups & policy mutations of all kinds General administration including drawing up accounts Provide linguistically support in English, Italian & French 2003 2004 EXECUTIVE ASSISTANT Rising Star Ranch Guest ranch, Santo, TX, USA * Diversification towards international customers up to 50 % Website translation in 3 languages Organization (trips, agenda) General administration Quotation & follow ups Coordination of the sojourn Arrange flights, arrival & stay including adventure programs 1997 2003 SUPERVISOR & RESPONSIBLE EXPERT (CALL-CENTER) Zurich Financial Services Zurich Insurance Switzerland * Increase of inbound call efficiency by 20 % through constant on the job associates training Securing the organizational, technical & professional matters Proxy to the team leader Claims settlement Coordination of major claims Training of new employees Mentor of internship/apprentice Repatriation of clients and their vehicles abroad In- & outbound expert advice (100 calls a day) 1996 1997 UNDERWRITER, PERSONAL LINES BUSINESS Altstadt-Insurance, Headquarter Zurich, Switzerland

1995 1996 ADMINISTRATOR, PERSONAL LINES BUSINESS Schweizer Union-Insurance, General Agency Chur, Switzerland 1992 1995 APPRENTICE SHIP / INTERN SHIP Geneva-Insurance, General Agency Klosters, Switzerland