SUMMARY

• Senior - level Operations & Project Management ProfessionalIndustries of Influence - Legal, Insurance, Pharmaceutical (Retail)
• Operational Excellence ¨ Revenue Generation & Profitability ¨ Project Management ¨ Productivity & Efficiency
• Exceptionally-driven, growth focused and process-oriented, ‘operations and project management’ professional with 16+ years of experience in instituting organizational strategies for profitable, productive, and efficient business operations. Drive strategic organizational projects to achieve performance turnarounds.
• Concept-to-completion operations manager delivering service and operational excellence, while leveraging leadership and consultative selling skills to improve customer acquisition, engagement and retention. Possess subject matter expertise encompassing human resource operations and business administration to drive operational improvements, streamline processes, generate cost efficiencies and optimize revenue growth initiatives.

CORE COMPETENCIES

• Team Leadership & Supervision
• Strategic Organizational Planning
• Strategic Initiatives & Projects
• Operations Management
• Administration and HR Procedures
• Customer Servicing
• Client Relationship Management
• P&L Management / Budgeting
• Business / ROI Analysis
• Technology Advancement
• Sales Forecasting
• Sales and Marketing Strategies
• Advertising & Promotions
• Hiring and Training
• Process Improvements
• Expenditure Oversight
• Cost Saving Measures / Initiatives
• Contract Negotiations
• Vendor Management
• Client Needs Assessments
• Key Account Management
• Reports & Presentations

PROFESSIONAL EXPERIENCE

Accounting & Operations Manager

Responsibilities:

• Demonstrate analytical administration skills to handle long-term planning, development of operating objectives & budgets, and adhering to an overall system for efficient delivery of support services
• Collaborate and communicate with cross-functional teams, encompassing HR, IT, and Finance to conduct profitable business operations and improve processes - Coordinate hiring, training and performance management
• Foster quality relationships, resolve billing disputes and manage non-compliance issues in alignment with organizational guidelines
• Provide recommendations to support decision-making for employee engagement, staff operations, office management and payroll oversight
• Structure projects & programs to increase employee performance while collaborating cross-functional and interdepartmentally
• Facilitate office administration & automation, streamline operations and implement process improvements as the Project Lead ensuring seamless integration of new technologies to optimize organizational efficiency
• Handle change management initiatives encompassing account oversight, B2B vendor engagement and completing contract negotiations
• Perform all facets of HR management for 10+ employees encompassing HR operations, programs and administration
• Utilize proficiency in QuickBooks, PayChex and ADP to process paychecks, accounts receivable & payable records
• Process payroll, employee benefits and annual budgets - Administer and organize organizational insurance policies
• Interview and onboard new employees, via training, development, mentoring and coaching to align with company culture
• Consolidated & migrated data and transitioned to new digital platform
• Selected & administer healthcare insurance and benefits packages for company employees

Licensed Captive Agent / Owner

Confidential, Old Bridge, NJ

Responsibilities:

• Demonstrated sound financial/investment planning skills, with a key focus on wealth management, protection and planning. Promoted products and services related to insurance and financial portfolio management. Specialized in providing individualized services for insurance, upgrading existing policies, servicing existing accounts, and initiating the claims process. Entrepreneurially started the business from concept while selecting the key location and managing all day-to-day business and financial operations.
• Boosted insurance and financial product sales through strategically planning and executing marketing & promotions strategies; enabled business expansion across diverse markets through targeted marketing and advertising campaigns
• Accountable for P&L and capital budgets, sales forecasting and ROI analysis; standardized operational policies and instituted revenue goals
• Generated leads through social media marketing and extensive networking
• Leveraged new CRM technology to properly service customers, achieving high customer retention rates

Licensed Captive Agent / Owner

Confidential, Fresno, CA

Responsibilities:

• Built office from inception to year-over-year growth including selecting the office location, design, and structuring day-to-day financial operations
• Hired and trained 6 employees to conduct profitable insurance business operations, complying with underwriting requirements and company policies
• Achieved top performance in account retention, add-on sales, and production growth earning ‘Select Agent’ status, resulting in several awards/recognitions
• Grew book of business from 0 to 1500 households generating $2.1M in annual premiums in 3 years; Branch ranked #3 in commercial liability policies for 2 years
• Hired and trained 5 agency staff capable to communicate in 7 different languages

Vice President of Operations

Confidential, Clovis, CA

Responsibilities:

• Worked in close proximity with attorneys and stakeholders to define goals and objectives for efficient and productive law firm operations
• Proposed and built management consensus over deployment of Microsoft Exchange Server to increase efficiency and improve document and workflow management, telecommunications, and emails
• Encouraged transparent communications and organizational awareness, initiating quarterly newsletter and flyers targeting Hispanic market
• Negotiated with vendors and drove successful product implementation for the firm while also designing and customizing staff processes
• Improved online presence via online / digital marketing, SEO, pay-per-click advertising, keyword set-up and analysis, link / thread building, zone advertising
• Successfully reduced operating costs by re-negotiating vendor contracts
• Added new CRM/Forms software and document management solutions

Retail Sales Manager

Confidential, Sacramento, CA

Responsibilities:

• Enabled top-tier growth for the pharmaceutical supplier, managing 42 retail pharmacy accounts generating $75M+ in annual sales. Identified and met client needs, offering differentiated proposals and tailored product & service solutions, closing profitable deals. Accelerated introduction of new technology in service and vendor management areas, establishing an electronic interface.
• Proficiently executed all phases of the sales life cycle, including lead prospecting, appointment setting, identifying quality of prospect, presentations, objection handling, sales closing, and referral building
• Remained fluent with 60+ programs and services offered to clients - Actively participated in conventions and meetings to keep pace with industry trends
• Succeeded in reviving an underperforming account through effective one-on-one meeting to present value proposition, convincing of standardized services to prevent future issues, and successfully retained client to renew business
• Ranked #2 among 12 Retail Sales Managers in California for profitability
• Turned 17 retail stores into franchises exceeding goal of 13 within 1st 6 months
• Secured 4 new accounts to displace competitors and achieved $1M in sales
• Earned Rookie of the Year Award based on superior sales performances