Exceptional leader with 14 years of management experience dedicated to sales, customer service and employee development. Results oriented with diverse background in management. High-powered Customer Service leader who effectively motivates associates through continual guidance, direction, development and coaching. Highly recognized by the higher management as an efficient leader who effectively executes process changes to improve operational efficiency, a leader who specializes in quality of service, customer retention, productivity and team management.
Highlights
Other Skills: Project management.
Website development
POS implementations.
Inventory Control
Extensive knowledge in Microsoft Word, Excel, PowerPoint, SharePoint, InfoPath, Access and other popular softwares.
Accomplishments
Build and developed highly recognized new employee training program called "Get Fiscally Fit". Trained and motivated over 400 new employees and continuing. Program designed to help new employees to have a understanding of USAA products and services. Goal is help new employees build confidence is sales and provide better member experience.
Spearheaded in highly successful initiative Powerful Referral =Powerful Protection, Team assigned to has improved their BW referral numbers by 300%, Best team results and best individual performance, Recognized by leadership team*Ranking among the colleagues FE or EE in past four years with USAA * Top Performer Award in Perm Life Insurance Production* Top Performer in Mutual Fund Production * Top Performer in Annuity Production * Top Performer in Long Term Care Solution.
Phoenix Excellence Nominee five times and Two times USAA Presidential Award winner AAA 5-Diamond resort featuring one of the best spas in North America (by Condé Nast Traveler), 3 award-winning restaurants, state-of-the art meeting facilities, and 2 championship golf courses.
Experience
Investment Advisor, 2007 to 09/2014 Bmo – Zionsville, IN,
Responsibilities:
In addition to effectively serving members with their financial needs and being the top performer in all areas recognized by the higher management, I support a Building Wealth and Financial Foundation team members with the product knowledge, how to create better member experience, deepening relationships and relationship sales techniques.
Currently leading ‘Get Fiscally Fit’, a new employee training program that focuses on developing new employees. The primary objective of the initiative is to help new employees build confidence in sales, services and deepening relationship with USAA members.
Leads Financial Foundation MSRs. Developed “Peer to Peer Coaching workshop”. Goal was to help MSRs understand relationship sales techniques, engage MSRs, increase productions, and help them deepen relationship with members. In addition, engaged MSRs had the opportunity to build leadership skills.
Lead highly recognized program called Powerful Referral = Powerful Protection. Goal was to improve Financial Foundation teams' overall performance using relationship techniques. The primary objective was to increase building wealth referral and referral across COSA for total of twenty Six teams including Phoenix, Tampa and Colorado.
Action:
Created a process that helped improved current team to increase EAP, life insurance and annuity production by 50%.
Coached team members to understand relationship sales techniques and improve performance.
Created Annuity, life insurance and debt call power hour to increase sales production for all employees.
Created a two hours’ ‘Get Fiscally Fit’ workshop for all new employees of USAA for all offices. All employees hired including bank, new members’ solutions, Insurance and Building Wealth combined are currently going through the workshop. Trained a team of leader to facilitate the workshop. Created SharePoint website that includes information about Get Fiscally Fit, product page that creates automated report, information for the directors, point of contacts’, training materials and participants’ feedback tools using InfoPath.
Developed workshop materials and trained colleagues. Created ‘Train the trainer materials’ to train coaches for all USAA locations.
Evaluated USAA educational foundation-marriage and money education materials for members.
Developed many power hours to increase sales and create better customer service.
Shared best practices with colleagues continuously.
Created and implemented employee-driven program that included team building exercise, customer satisfaction and personal growth. Worked very closely with Directors, managers, seniors and advisors.
Facilitated team setting presentation of relationship sales, calls calibration, team meetings, individual coaching, team coaching, and developed workshop and performance enhancement tools.
Results:
Recognized by the management for best performer in all products year after year. Received FE and EE in performance evaluation. Received presidential award two times, Phoenix Excellence nominee five times, top performer Mutual fund, Life Insurance, Annuity and most effective products per call.
Financial Foundation team’s call effectiveness has increased by 300% in some areas. Received many recognitions from upper management for individual and team performance
Senior Financial Professional, 01/2006 to 01/2007 AP FINANCIAL – City, STATE, Responsible for my own book of business and create new business. Product sale included life insurance, annuities and mutual funds. Later promoted to senior position. Scope of responsibility was diverse and included training and mentoring team members and hiring personnel.
ACTIONS & RESULTS:
Result: Created employee development tools, Spear headed Peer to Peer coaching development session. Attended many team meetings, coaching session, developed education tools. Using various techniques and coaching method. Promoted to Senior Financial Professional.
Housekeeping Manager Front Desk Manager Banquet Services Manager Hotel's Cashiers' Manager, 1994 to 2006 THE FAIRMONT HOTELS AND RESORTS – City, STATE,
AAA 5-Diamond resort featuring one of the best spas in North America (by Condé Nast Traveler), 3 award-winning restaurants, state-of-the art meeting facilities, and 2 championship golf courses. As manager, trained, supervised, and evaluated team of 120+ staff, including management and supervisory personnel. Managed all daily operational functions, wrote and designed floor plans, contributed to budget and forecast development, coordinated banquet preparations, and arranged publicity for special events. Orchestrated successful events, consulting with representatives of groups and organizations to plan details. Managed banquet operations for high-profile events, including a Republican National Committee seminar, Melissa Rivers' wedding, Arista Records' annual event, and Victoria's Secret fashion show.
Scope of responsibility is diverse and includes training and mentoring team members, recruiting and hiring personnel, handling guest issues, controlling inventory, ordering supplies, and monitoring performance in terms of costs, personnel, and services. Participate in budget and labor forecasting process. Previously supervised all front desk and banquet set-up/services operations. Named as Food & Beverage Manager of the Month.
Promoted to address and resolve problems and challenges across various departments. As housekeeping manager, led turnaround of declining service and unacceptable guest satisfaction score. Increased morale and teamwork to solve critical problem with staff retention. As front desk manager, faced and solved problems with high payroll and supply costs, low member enrollment for guests, and neglect of key guest program Fairmont President's Club.
ACTIONS & RESULTS:
Created and implemented employee-driven program that included team building exercises, employee involvement in decision-making process, and improved scheduling.
Results:
Boosted productivity 20% in just 2 months through an increase in team work, creation of a friendly work environment, and reduced turnover.
Established training, scoring, and inspection methods to address and resolve housekeeping service issues.
Results: Drove increase in guest satisfaction score from 59% to 85%.
Implemented front desk staff training, teamwork activities, "day-off" request rotation, and employee involvement in important operational decisions.
Results:
Increased front desk employee end-of-year JD Power satisfaction score from 70% to 92%. Created harmonious environment through improved employee empowerment.
Introduced standard procedures, follow-up activities, and incentive program for President's Club program. Named as President's Club Property Champion.
Results:
Strengthened guest satisfaction score from 3.96 to 4.56 and upped enrollment from 24 to 300 members per month. As Property Champion, increased President's Club member enrollment over 87%.
Developed and instituted inventory control procedures and efficient employee scheduling plan.
Results:
Eliminated high supply costs and ensured proper supplies in stock; decreased high payroll costs while maintaining optimal levels of productivity.
Education
Select One: International Management, Expected in 1992 Pace University - New York, NY GPA:
BS: Global Management, Expected in Excesior College - , New York GPA:
Currently enrolled.
: , Expected in PACE UNIVERSITY - New York, NY GPA:
Certifications
Certificate- American Hotel & Motel Association Train the Trainer Certification- Corporate Training Program, Fairmont Hotels
Skills
AWARD, INCREASE, SATISFACTION, TEAM BUILDING, SERIES 6, COACHING, BEST PRACTICES, HOUSEKEEPING, MENTORING, TRAINING, FRONT DESK, BUDGET, FORECASTING, INSPECTION, INVENTORY, INVENTORY CONTROL, OPERATIONS, ORDERING, PAYROLL, RECRUITING, SCHEDULING, STAFF TRAINING, ANNUITIES, LIFE INSURANCE, MUTUAL FUNDS, EXCEL, LONG TERM CARE, MICROSOFT WORD, MUTUAL FUND, PERFORMANCE MANAGEMENT, PERM, POWERPOINT, WORD
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