SUMMARY

• A proven leader in Operations, Confidential, and Sales Marketing who advocates best practices and best in class quality for all areas of business.
• Partners to execute and drive KPIs. Ability to effectively lead, motivate, and meet aggressive timelines in collaboration with key stakeholders. Drives, embraces change. Mobile and will travel.
• Responsible for strengthening client relationships by developing operational and sales processes as well as technology solutions to enhance business impact.
• Improve and manage systems, processes and policies in support of organizational goals such as efficient management reporting, statistical information reporting, business procedure and organizational planning.
• I have learned that success is predicated on creating a culture that supports employee empowerment and innovation.
• These experiences have taught me the importance of building relationships, effective communication and collaborative strategy.
• I am proud to acknowledge that my past successes are in large part due to the people whom I surrounded myself with.
• I have found that when the goal, along with its corresponding plan, is clearly laid out, team members, regardless of whether they span across various departments, place more of a vested interest in its success.
• That said, I take great pride in my ability to not only create a strategic vision, but also the manner in which it’s implemented.

AREAS OF EXPERTISE

• Operational Excellence, Efficiency Improvement
• Sales Leadership, Driving Results
• Risk Management/ Confidential
• Employee Development, Retention
• Content Management, Web - Strategies
• Vendor Contract Management
• Talent Management
• Confidential Leadership Change Management

PROFESSIONAL EXPERIENCE

Confidential, Northbrook, IL

Field Operations Manager

• accountable for delivery processes, including project charter development, preliminary scope-statement construction, scope planning/definition, and capturing business and technical requirements.
• Overall objectives included but are not limited to the areas of problem management, change management, release management, vendor management, portfolio management, service-level management, operations gap assessments, and expense management.
• Business program lead for the design, build out, recruitment, and deployment of Financial Products into the Direct Channel ( Confidential ) in 2011. Exceeded 2011 (start-up) plan by generating $804k premium compared to a $700k plan. On pace to exceed 2012 plan of $1.8M with a forecasted $2.3M. Increased awareness and simplified approach to selling Life products in our Sales and Service area, driving referrals-to-binds results.
• Key areas of focus (1-800 Confidential ) were improving profitability, gaining operational efficiencies, and growing and retaining market share. Ability to lead tactics and strategies in collaboration with Leadership allowed swift movement from process redesign to implementation.
• Enhancements built into assumptive talk paths for Sales, as well as into cross­sales talk paths for Service, in 3Q 2011 provided a necessary lift to exceed year- end sales goals by 7.4%.
• Analyzed and re-designed existing Web Channel instant-message (IM, Chat) functionality in partnership with vendor. End result tripled chat activity, leading to 95% increase in targeted growth.
• Growth did not sync with chat activity by design. Target market (multi­policy quoters) were taken "off line" to ensure higher close rates. Mono­line quoters remained within the chat tool at a lower priority.
• Affinity Business Program Manager within the Direct Channel.
• Collaborated with Agency Sales, Marketing, Legal, IT, Confidential, and Architecture to design a front-office and back-office tool that would effectively and efficiently: integrate back office tasks deliver Sales leads by product line allow for the manual creation of tasks ensure cross-channel visibility allow for customization
• Brought an expertise in back-office and front-office workflow and knowledge management into that single-environment discussion.
• Agency adoption has increased from 40% to 65%. Direct Channel adoption is 100%.

Product Operations Manager

Confidential, Northbrook, IL

Responsibilities:

• Responsible for all phases of the new product-delivery processes, including project- charter development, preliminary scope-statement construction, and scope planning/ definition.
• Business Program Manager for corporate initiative involving countrywide enhancement to replace homeowner valuation system, transitioning from a market- value to component-based tool. Facilitated vendor contract negotiations, saving in excess of $800k in year-over-year renewal negotiations.
• Actively involved in the Market Operating Committee (MOC), leading Risk Management/ Confidential discussions and making recommendations to support MOC strategy. Proactively lead the integration of product, pricing, distribution, claims, and systems to ensure Risk Management/ Confidential involvement in early phases of Regional initiatives.
• Lead Confidential activities for the West Central (13 states), Northwest (5 states), and California regions, developing and implementing Confidential guidelines.
• Established quality-control processes and down-pay procedures countrywide.
• Conducted and communicated state-by-state benchmarking analysis, detailing recommendations and actions ahead of pricing offsets in an effort to combat margin pressures.
• Broadened scope of Confidential Communication Team. Engaged in monthly discussions, brought heightened awareness, and drove decisions resulting in a year-end result 4.1% under plan.

Division Manager

Confidential, Hudson, OH

Responsibilities:

• Assisted in the built out of the Risk Management/ Confidential in 2000, which was previous managed individually throughout each of 13 Regional Offices.
• Participated in the recruitment and training of approx. 550 employees and contingent workers.
• Created inbound Risk Management Confidential (divided regionally), Confidential, Compliance, and Property Service departments, which execute all Risk Management/ Confidential functions countrywide.
• Partnered with Human Resources to create Job Profiles by department and function.
• Oversaw and lead team of 15-40 call representatives directly supporting Agency Sales and their staff.
• Ensured call representatives are multi-tasking, adhering to established Service- Level Agreements (SLAs) as they answer calls and process New Business, Endorsements, and Renewal applications. Delivered world-class customer service.
• Measured and monitored call and application quality.
• Collaborated with Compliance and internal leaders to provide timely feedback to representatives.
• Partnered with Human Resources to enforce company policies and procedures in an equitable manner that ensures confidentiality.
• Key priorities were employee development, salary administration, and employee retention.

Sr. Financial Risk Consultant

Confidential, Irving, TX

Responsibilities:

• Segmented agencies for analysis: New, Unprofitable, and Growth agencies Collaborated extensively with Agency, Staff, and Marketing to build robust marketing strategy in order to exceed 18-month goals. Initiated Staff training regimen surrounding Compliance and Retention to ensure business was written correctly and procedures were in place to maintain Confidential .
• Unprofitable Agencies: Conducted extensive analysis within book-of-business to identify unprofitable segments, identify existing marketing tactics, and collaborate with Marketing to replace underwritten business with new lead sources. Key to success was Agency/ Confidential relationship.
• Growth Agencies: With existing processes working, in good faith we partnered to identify Best Practices by utilizing their offices as models for success, offering feedback where needed.

Claim Representative

Confidential, Worth, TX

Responsibilities:

• Provided customer service, first point of contact for consumers involved in P&C claims.
• Negotiated and settled auto, power sports, and property lines claims, injury and non­injury.
• Scene evaluation, liability determination, and injury analysis were often key factors in settlement negotiations.