strategic management executive with expertise in driving business, increasing bottom-line revenues, customer relations, and efficiency best practices eager to contribute to the success of a progressive company.
broad population base
• new hire orientation
cross-functional team building
efficiency best practices
ø strong analytical background with the ability to work independently on multiple projects with specialized experience in employee relations and regulations, hiring, interviewing, and retention strategies, operational efficiency practices, conflict management and effective communication techniques, research and data analysis, strategic planning, organization development and change management.
ø comprehensive understanding of the sales, marketing, and advertising arena due to advanced practical and academic training.
ø knowledgeable in all facets of brand building to include policy development and implementation, merchandising, advertising and training.
ø excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of the organization.
ø competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.
ø proven ability to adapt strong process knowledge and technical skills to diverse organization needs.
ø demonstrate dynamic leadership qualities and strong communication skills in successfully steering planning meetings and delivering comprehensive strategies.
ø capable of in-depth research and data analysis with the purpose of improving brand awareness and product exposure to various market segments.
ø embrace organization initiatives and mission statement.
ø develop and implement numerous protocols and policies with the purpose of identifying and resolving relevant client issues in a proactive manner.
ø work to standardize cross-departmental protocols between various departments in order to break down silo mentality and increase knowledge sharing.
ø skilled at managing multiple projects and leading teams in cross-functional, concerted efforts.
ø train service representatives in use of online manuals for underwriting, rating, and customer response as well as provide mentoring and assistance in navigating inter and intranet.
ø educate customers on features and benefits of products and services, ensuring customer satisfaction and retention.
ø train employees to provide professional, fast, friendly, value added service and support, ensuring customer satisfaction and retention and loyalty.
ø develop training manuals for internal development purposes, ensuring consistent training and enabling accurate, timely completion of projects.
ø supported 4 outside sales representatives while managing numerous telephone calls daily in office with 7.54k accounts, generating $553.94k annually.
ø collaborated with service manager by developing operational strategies resulting in 100% of employees achieving processing goal of 95% of transactions in 5 days.
ø significantly increased lead generation by developing motivational contest, incentive and reward program using numerous learning modalities to motivate staff.
ø boosted sales 25% in 1 year by strategically directing team of multiple employees, developing teamwork initiatives, setting clear expectations, using positive reinforcement, and serving as role model.
ø managed inquiries, sales, accounts, and customer service for leading providers of automotive, home, property, life, and liability insurance to individuals thus achieving multiple goals including;
- achieved 2.32 per capita for lead generation when average was less than 1;
- achieved 100% rating for time in processing orders;
- achieved 99% rating for call evaluations by managers;
- achieved 98% ranking on product knowledge, customer service, and communication skills.
service specialist, liberty mutual 2004-2008
primary responsibilities include development and implementation of internal policies and procedures related to proactively resolving client issues that could potentially have a detrimental impact on operations.
planned, scheduled, and managed team meetings on product knowledge, lead generation and sales strategies, incentive programs, and office issues for staff personnel;
trained service representatives in use of online manuals for underwriting, rating, and customer response, providing mentoring and assistance in navigating inter and intranet;
customers on features and benefits of products and services, ensuring customer
satisfaction and retention.
customer service assistant, permanent general assurance corporation 2000-2004
primary responsibilities include comprehensive management and oversight of all aspects of customer service processes.
directed all aspects of office operations related to selling automotive insurance to walk in customers, producing revenues of as much as $2k daily.
assistant general manager, taco bell 1999-2000
primary responsibilities included strategic and daily operations site including financial analyses, budgetary considerations, inventory management, and training and recruitment of personnel;
trained employees to provide professional, fast, friendly, value added service and support, ensuring customer satisfaction and retention and repeat and referral business;
managed all aspects of personnel functions for restaurant including: hiring, training, scheduling, payroll, etc.
electronic publishing specialist, bell & howell 1996-1998
primary responsibilities included effective management of daily store operations and support of sales staff. specific functions and achievements included;
developed training manuals for team of 8 on 3 shifts, ensuring consistency in training and enabling accurate, timely completion of projects.
n mba - management, malone college
n b.s. - labor economics, university of akron
n certification c customer service skills improvement i & ii, liberty mutual
n certification c how to be a better communicator, career-track
n licensure c p&c life & health, state of ohio
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