Responsible for a team of 25 insurance and customer service agents. Increased customer retention from 60% to 90% by implementing Hawksoft management system to convert company records into paperless system, which also reduced and controlled expenses by 15%. Grew agency book from $1.2 million to $6.5 million in the course of 3 years. Planning and execution of all community events and projects. Oversaw recruiting and training of staff to ensure smooth adoption of new insurance programs and procedures. Planning and execution of all community events and projects. Prepared weekly reports of new and renewing policies for review by assigned agents to ensure proper coverage was obtained by clients. Prepared payroll and billing reports. Worked with customers to customize individual affordable insurance policies to increase retention and customer satisfaction.
Played a key role in ensuring the successful expansion from 1 to 3 store locations in Los Angeles. Structured and implemented programs and policies in the areas of training, compensation structures, benefits packages, incentives and new-employee orientation. Began social media marketing campaign using celebrity influencers which has attracted over 40,000 followers on Instagram, Facebook, and Twitter, broadened company and product outreach to include out of state sales and increased overall sales by 25%. Hired, trained and managed 12 sales/customer services associates and 15 delivery personnel. Achieved negotiations of over 50 vendor contracts to lower cost and maintain exclusivity of products. Initiated cost effective shipment contracts with vendors to ship countrywide which has enabled company to expand from Brick and Mortar into e-commerce platforms such as Shopify and Amazon. Schedule and direct staff in daily work to maximize productivity and reach sales goals. Provide weekly departmental meetings to ensure organizational efficiency. Efficiently resolve problems or concerns to the satisfaction of all involved parties. Used Motivational Interviewing to facilitate and engage intrinsic motivation within employees to assemble Leadership and Production teams.
Oversight of entire ADHC program. Responsible for the management of activities, direct and indirect supervision of staff, compliance with federal and agency requirements, record keeping of fiscal data, and evaluation of program and objectives. Ensure that compliance requirements are monitored and submitted in a timely manner. Conducted random reviews of case files to ensure clients are receiving proper level of care. Led weekly program management meetings. Addressed program and policy issues, developed best practices and improved service delivery. Cultivate and maintain contacts with different agencies i.e., Department of Aging, SNAP-Ed. Conducted monthly MDT meetings. Collaborated with team members to identify and accomplish agency objectives and goals. Represented the agency for marketing, and government funding purposes. Conducted quarterly reviews of direct reports. Determined participant eligibility for benefit programs and services. Created and submitted monthly tars, conducted monthly insurance eligibility checks, and quarterly program eligibility and needs assessments. Bio-psychosocial interviewing. Client relations and satisfaction.
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