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Performance-Focused Executive who makes sound decisions to reflect positively on multi-site business operations in alignment with a company s vision, value, and goals, and who rises above challenges to achieve winning employer outcomes. Top Performer who develops strategic plans, processes, procedures, and guidelines to boost operational efficiency, productivity, and profitabxxxxxxity, including quickly adapting to evolving on- / off-site scenarios to optimize success. Visionary Professional who independently resolves in-depth issues whxxxxxxe driving operations growth in competitive markets. Excellent Communicator who develops synergistic relationships with decision-makers, business teams, and customers; who exhibits skxxxxxxl in autonomous and collaborative situations, and who leads peers by example and with integrity.
Career Highlights Include:
Improving quality levels whxxxxxxe reducing expenses by creating pioneering strategies.
Designing and developing solutions-generating processes and procedural improvements.
Driving employee engagement and creating cross-functional collaborations to meet objectives.
Coaching and mentoring top-performing teams to grow within positions of increasing responsibxxxxxxity.
Enhancing customer and financial advisor experience via tracking, trending, and recommending changes.
Protective Life Insurance, Elgin, XXXXXX
Relationship Director Annuity & Life Operations (2014 Present)
Capitalize on the opportunity to lead forward-thinking consultations for Life Contact Center, Lead Director, and 2nd Vice President to drive business improvements for a 75-seat Life Call Center that handles 100,000+ calls per month. Lead targeted decision-making among multi-site Annuity New Business and In-Force Directors and Managers in maximizing business opportunities within competitive markets. Collaborate with Technical Support Specialists to facxxxxxxitate cross-training plans for Annuity Operations and Call Center and implement plans for cascading support.
Recognized as the primary contact for Operations Management Roundtable (OMR).
Closed processing gaps within Annuity New Business and In-Force via resource training.
Cross-trained team members on various product lines and initiated a new disaster recovery plan.
Increased service levels with changes in tiered approach and review of routing and staff accountabxxxxxxity.
Improved individual quality within New Business standard of 98% via quality accountabxxxxxxity initiatives.
Relationship Manager Annuity & Life Operations (2009 2014)
Utxxxxxxized broad scope of industry knowledge toward serving as a key contact for internal employees and financial institutions with operational issues and exception requests, including collecting and reporting data for Operations Management Roundtable (OMR). Discussed operational efficiencies and transparent changes within personally managed Seamless Support meetings. Reported monthly web activity versus In-Force contract counts, as well as reporting and documenting Annuity Administration Balance Scorecard.
Continually rated with Exceeds Expectations.
Delivered key recommendations for customer website consolidation.
Planned and presented comprehensive on-site product training to key distributors.
Collaborated with management to create an Intro to Life presentation for on-site employees.
Reduced exception requests via new rate lock procedures for staff and internal / external customers.
Compxxxxxxed multi-site data for ACES survey for benchmarking standards and industry cost comparisons.
Operations Manager Annuity Call Center (2006 2009)
Strategically steered a team of 22 solutions-generating direct reports in handling time-sensitive trade requests, financial product inquiries, and general contract questions, including closely collaborating with 12 employees and 1 Business Analyst as Variable Annuity business was transferred to a TPA. Coordinated an efficient new departmental quality program.
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Protective Life Insurance, Elgin, XXXXXX
Operations Manager Annuity Call Center (continued)
Led objective evaluations of daxxxxxxy quality performance and reduced possible callbacks. Buxxxxxxt and sustained unified operations between company and home office by participating in Seamless Support meetings for new financial institutions. Directed monthly reporting on each queue, unit cost and per capita, and actual needed against headcount with staff working above 1.0 per capita in the current year.
Functioned as a central point-of-contact for management-level escalations.
Developed a phone tree and script for financial institutions and agent channels.
Promoted personal and career growth via creation of a new staff development program.
Restructured processes in transition to Variable Annuity products to 3rd party administrators.
Improved service 25% in 1st year with 27% less staff, as well as a 10% increase in volume in 90 days.
Operations Manager Application Submission, Indexing & Issue Teams (2005 2006)
Drove operations success by training, mentoring, and managing a team of 22 direct reports performing critical first-stage processing of life insurance applications, including facxxxxxxitating highly beneficial cross-instructional initiatives to boost staff productivity and efficiency. Expertly administered a $1.45-mxxxxxxlion budget to align with key objectives.
Improved timelines and service level standards by 50%.
Established a team quality program to increase service levels and reduce re-dos.
Actively contributed to new product development for Life s New Business Operations.
Increased productivity whxxxxxxe maintaining communications with all units regarding new products.
Interim Manager Life Contact Center (2004 2005)
Applied strong leadership talents toward mentoring and managing a team of 24 employees upon appointment by Vice President of Call Center Operations. Cohesively directed Life Contact Center operations in absence of manager.
Led targeted trainings and / or discussions, and drafted objective employee appraisals.
Team Leader Life Contact Center (2002 2004)
Spearheaded results-generating quality control program operations whxxxxxxe training newly hired staff, mentoring employees on performance, and monitoring telephone calls. Continually delivered superior customer service.
Successfully handled escalated calls from customers, general agents, and agents.
Collaborated with teams to lead communications and performance feedback meetings.
Customer Service Representative Life Contact Center (2000 2002)
Played a vital role in delivering excellence in customer service, including promptly responding to 100+ telephone calls daxxxxxxy within a fast-paced Life Contact Center. Efficiently managed customer emaxxxxxxs concerning life insurance policies.
Launched innovative ideas, including new motivational awards and departmental testing.
Led several projects, including PAC and Type-Tracking of calls regarding bxxxxxxlings and premiums.
MacMurray College, Jacksonvxxxxxxle, XXXXXX
Bachelor of Science Degree
Dean s List Honors
LOMA Courses Level I Level II
Microsoft Office Witness CentreVu CK4 Lotus Notes AWD
NiceLog Compass SAP PeopleSoft BusinessObjects ADMI TLS
Hiring Agent Name
I am exploring a new career opportunity within a challenging Chief Operations Officer (COO) role, and I believe that I can make a positive contribution to your success.
To acquaint you with my background, I can offer proven leadership experience in Multi-Site Operations Management, Strategic Analysis / Planning, Trends Tracking, Executive-Level Advisement / Consulting, Program / Project Management, Policy / Procedure Development, Multimxxxxxxlion-Dollar Budget / Financial Control, Quality Control / Improvement, and Cost-Reducing Initiatives. I am also highly skxxxxxxled in Team Buxxxxxxding / Training, Coaching / Mentoring, Process Optimization, Best Practices, Customer Relationship Management, Communications, and Regulatory Compliance, among other areas.
Currently, as a Relationship Director for Protective Life Insurance, I successfully lead a 75-seat call center handling 100,000+ calls per month. Within this role, I recruit, train, mentor, and manage top-performing team members whxxxxxxe maximizing business opportunities within competitive markets via collaborations with directors and management teams.
A sample of my accomplishments include:
Closing processing gaps within Annuity New Business and In-Force via resource training.
Achieving recognition as the primary contact for Operations Management Roundtable (OMR).
Cross-training team members on various product lines and initiating a new disaster recovery plan.
Increasing service levels with changes in tiered approach and review of routing and staff accountabxxxxxxity.
Improving individual quality within New Business standard of 98% via quality accountabxxxxxxity initiatives.
Note that I hold a Bachelor of Science degree from MacMurray College and completed LOMA Courses Levels I and II.
I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.
Yyyyyy x. yyyyyy
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