Description
Professional Summary Dynamic, solutions-focused director/senior manager Operations professional with a history of driving productivity, quality and revenue through leadership of teams and initiatives. Instrumental in achieving measurable improvements to processes and programs by designing and instituting innovative solutions that deliver results in all operational areas. Strategic leader with a reputation for exceeding expectations, maximizing budgets, and achieving top ratings for customer service. Summary of Qualifications Operations Management Consulting Implementation Lead Team Building & Development Customer Service Communication Process Improvement Strategy Planning & Execution Project Management Budget Management Call Center Leadership Certified Medical Life Underwriter HR Generalist Career Highlights * Directed start-up of new team focused on production - instrumental in securing over $140M in profits, 81% over projected goal. * Played key role in growing annual sales to $56M, Implemented PMAP's software and developed new process which exceeded corporate objective by 17%. * Achieved 40% increase in production by implementing new reengineering processes and establishing standards and guidelines. * Optimized operations for sales and call center service - raised client satisfaction levels from 70% to 98% in just 1 year - through design and introduction of multiple workflow process improvements. * Cross trained Underwriting, Processors, Sales Brokers and New Business Consultants empowering them to multitask which boosted efficiency 70%. Worked in sales rotation team as HR Generalist for 16 months. * Improved sales by 23% and customer improved service capabilities by 40% of a national machine parts supplier by leading project to create an in-house telemarketing division to handle inquiries and parts ordering. Developed process and procedures, metrics and quality guidelines. Slashed production times through introduction of new operation workflow for underwriting processes improving flow times by 40% within 6 months.
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