Experience

• 

  Spencer gifts

  Oct 1994 - Dec 2000

  Store manager

  • Managed a top twenty (20) store in the region with sales over $800,000. • Managed, trained, coached, mentored, and scheduled a staff of up to thirty (30) associates. • Merchandise inventory, planning, display, and sales.

• 

  Robert glutz photography

  Jan 2001 - Nov 2004

  Office manager

  • Customer Service and Sales • Trained, coached, mentored, scheduled, and budgeted staff for events and sessions.• Creating and analysis of sales, promotions, advertising, and marketing.

• 

  Sdi photography

  May 2004 - Sept 2009

  Office manager

  • Created, implemented, managed, and analyzed all aspects of the business as well and policies, procedures, and pricing. • Scheduled and budgeted staff, events, photo sessions, marketing events, and advertising • Managed the books, ordered supplies, sold, and delivered product.• Created wedding albums for clients.

• 

  American modern insurance group

  Sept 2009 - Jun 2011

  Conversion representative

  • Led the conversion of multiple accounts across all lines of business, insuring adherence to quality standards.• Led database management, pre-letter / reminder letter, production process and training initiatives. • Implemented the production score card to assess and improve production metrics and quality.

• 

  American modern insurance group

  Dec 2011 - now

  • Design & deliver targeted training to internal associates and external Agents utilizing various technology and in-person sessions. • Drive results through training keeping company initiatives in the forefront. • Liaison across departmental and interdepartmental cultivating strong relationships, facilitating collaboration, and alignment on projects enhancing overall organizational effectiveness. • Improvement and quality review of processes, workflow, documents, and internal/external training materials • Create & maintain Standard Operating Procedures & Work Instructions ensuring risk control objectives are met for training. • Maintain reporting for internal and external requirements. • Maintain alignment with organizational initiatives through a comprehensive understanding of department operation, effective communication, and support. Show less • Led, coached, and developed a team of fifteen (15)associates to meet and/or surpass department metrics.• Designed and executed performance improvement / disciplinary plans to address performance, while crafting tailored action plans for associates pursing skill development / career growth. Regularly monitored progress and provided constructive feedback to ensure continuous improvement and alignment with organizational goals. • Cultivated strong working relationships with team members, support teams, and leadership to drive company and departmental initiatives. • Maintained associate records ensuring risk controls were met. Show less • Conducted in-depth analysis of various agencies to identify profitability concerns / opportunities and providing actionable tasks for improved outcomes. • Led the transition of Customer Service Specialist II to Underwriting Support by designing and implementing new processes, developing training and tools. This initiative improved workflow efficiencies, enhanced team performance, and drove successful integration and achieving measurable results within the department. • Led the team that created an endorsement Matrix used by Customer Service. Facilitated the collaboration to ensure alignment on goals and enhance the overall efficiency thus bridging a gap between department. • Delivered training to external Agents online and at their locations. Participated in Agent events and planning sessions alongside Marketing Representatives delivering training, speaking about our products, and answering questions. • Developed and implemented a comprehensive training strategy for the department that included needs assessment, curriculum design, delivery methods and quality review. This strategy improved team skills, streamlined onboarding, aligned departmental goals, and lead to enhanced performance. • Expertly underwrote all Personal Lines applying thorough risk evaluation, experience, company goals to ensure company initiatives were met. Show less

  • Quality Remediation Analyst

    Jan 2025 - now

  • Customer Service Trainer II

    Jul 2020 - Feb 2025

  • Customer Service Supervisor

    Mar 2024 - Aug 2024

  • Senior Underwriting Specialist

    Dec 2011 - Jul 2020