Matt Curless

Experience

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  Farmers Insurance Group of Companies

  Jul 2009 - Mar 2016

  Operations Manager

  · Improved development and performance of sales activities in assigned market· Directed sales teams and provided leadership towards the achievement of maximum profitability and growth in line with company vision and values· Increased focus of 2.5% in NPS for acquiring company (FIG) for my group· Established plans and strategies to expand the customer base in the marketing area and contributed to the development of training and educational programs for internal clients· Improved selling skills for a direct sales workforce of $20M+ pa. while recruiting, facilitating training and managing existing sales staff for an average 10% lift in conversion rates· Celebrated 92.33% attrition rate compared to enterprise average of 81.67% over 5 yr business cycle through both division and company acquirement as well as necessary realignment and redundancies· Developed marketing strategies, prepared sales projections and established quotas for designated inbound call centre team· Coordinated with call traffic/production, marketing, and business-development teams to improve networking and overall cohesion· Consistently achieved 124% new business goals over 10 year period· 100% eNPS in 2015 for assigned NA employees· Conducted business practice reviews as needed and investigated sales practice concerns· Reduced error rate by 45% for new employees during initial 6 month period by generating 30/60/90 day retrospectives and training sessions· Supervised sales activities, ensuring assigned insurance consultants exceeded the standards and requirements of supervision set forth by regulatory agencies and enterprise metrics· Facilitated both on-site and virtual collaborations for shakeout, regression, and retrofit roll-outs· Created test scenarios/test cases with acceptance criteria from BRD for use in state roll-outs and all post-SALT activities· Led all Business teams used for product deployments Show less

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  Freelance

  Mar 2016 - Aug 2016

  Business Strategist

  · Analyse existing strategies and employee processes to identify efficiency opportunities· Develop multi-departmental success paths· Improve individual department alignment to overall KPIs· Review and monitor strategies regarding sales, service, risk management, quality and corporate communication· Initiate strategies and plans for client to reduce costs and achieve increased revenue· Collaborate with cross-functional teams to improve client satisfaction and referral marketing· Deliver regular reporting to executive staff· Facilitate presentations to corporate stakeholders*Focus on SMB and start-ups in US and Canada Show less

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  NSM Insurance Group

  Aug 2016 - Jan 2018

  Director Of Operations

  · Generated long-term business planning and establishment initiatives aimed at operational distinction· Prioritised integration focus for parent company's core revenue business units· Enhanced the operational procedures, systems and principles in the areas of information flow and management, business processes, and created action plans for company· Evaluated company’s marketplace competitors· Analysed business practices· Researched and improved company offers for market expansion· Analysed prevalent market conditions for company and clients· Reviewed and monitored sales strategies· Initiated strategies and plans for the company to reduce costs and achieve increased revenue· Organised and intensified efficiency support services by ameliorating functions and coordinating communication between businesses and support teams· Supervised overall planning systems, financial management and control· Directed the Service, Sales, Agency Management and local Marketing units, and ensured all were in line with customer satisfaction objectives· Evaluated customer related statistics and data through internal reporting to increase customer engagement· Produced written copy/content for email marketing, website and social media copy through various channels including Facebook/Instagram, Twitter, Google Ads/GMB· Analysed customer acquisition costs to drive business into the call centres and increase business growth of 15%· Developed training materials and facilitated workshops for Operations staff· Lead RFQ/RFP bidding process for vendors offering CEU and professional development materials· Improved risk focus and system implementation through collaboration with off-site vendors for defect and enhancement tracking· Prioritised business requirements, created UAT matrices, and ensured cross-functional team interaction on backlog Show less

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  Freelance

  Feb 2018 - now

  Executive Business Strategist

  · Engage with stakeholders to identify current and future business/technology needs· Analyse existing strategies and employee processes to identify efficiency opportunities· Design and initiate strategies for clients to reduce costs and achieve increased revenue· Implement strategies to strengthen leadership communication and reduce ambiguity· Develop multi-departmental success paths by implementing design thinking framework· Improve individual department alignment to overall KPIs· Generate contemporary policies for sales, service, risk management, and quality· Collaborate with on/off-site cross-functional teams to eliminate siloed infrastructure· Facilitate consistent presentations and reporting to executive staff and corporate stakeholders· Developing project life-cycles from scope to final solution delivery· Produce written content for email marketing, website and social media copy to improve omni-channel engagement*No limitation on contract size with corporations, SMB or start-ups Show less