Manager - Maintenance Staff and Facility Resume Example

Opened a "scratch" agency with no existing client base. Grew Agency over 15 years to a district leader of 7 among 40 in NE Texas with Farmers insurance.

• Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
• Developed insurance cross-selling opportunities in partnership with local relationships of other businesses in my area.
• Drove client retention by increasing savings opportunities and identifying premium discounts.
• Resolved any negative issue or perceived issue quickly through meticulous research, relatable people skills and the ability to listen.
• Cultivated professional relations to establish long-term profitable partnerships.
• Provided quick turnaround time when customers called with questions, usually within one hour.
• Drove insurance sales through partnerships with financial advisors, exiting customers, and development of new clientele.
• Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
• Continually improved office operations by maintaining records, tracking data and promoting internal communications.
• Delivered outstanding customer service and built rapport with clients.
• Maintained pleasant and cordial attitude at all times, even whenissues arose.
• Reviewed insurance inquiries, working effectively to accommodate various requests to build agency's reputation as service provider.
• Monitored clients' insurance coverages to ensure changing needs were met.
• Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
• Leveraged industry trends to shape solutions and approaches.

• Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each retail unit.
• Designed sales and service strategies to improve revenue and retention.
• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
• Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
• Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
• Enhanced operational performance by developing effective business development strategies, systems and procedures.
• Streamlined operational efficiencies by coordinating staff development and succession planning.
• Strategized long-term business needs while generating guest relations feedback for process improvements.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans.
• Encouraged, trained and disciplined employees to maximize performance.
• Managed all operations, including hiring, coaching and mentoring team of 4-6 sales representatives.
• Developed and implemented promotional strategies to drive business success and maintain budgetary guidelines.
• Directed safety operations and maintained clean work environment in adherence to FDA and OSHA requirements.
• Recruited, hired and trained high performing sales and support team while maximizing profitability by setting performance benchmarks for customer service, cost control, revenue, and profits.
• Performed daily tasks pertaining to customer accounts, including purchasing, sales and marketing to increase service and efficiency.
• Saved costs by managing shrink processes and inventory levels for corrective action planning.
• Consistently complied with company policies and government regulations.
• Tracked weekly sales to develop senior leadership reports for business development planning.
• Fostered strong relationships with customers and suppliers by maintaining communication.
• Set and administered annual operating budget, consistently maintaining controls and preventing overages.
• Set sales budget for all prime costs, loss of goods and controllable items to improve cash flow.
• Strengthened product branding initiatives and maximized outreach by overseeing all marketing and membership acquisitions, community events, causes and organizations and business development.
• Collaborated with communications team to create marketing communication plan to advance business branding and sales.
• Ensured supply met demand by overseeing all merchandising decisions, replenishment and inventory management.
• Motivated and led team members to work together to achieve targets.
• Spearheaded development and launch of business management software system.
• Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
• Facilitated business initiative rollout, marketing strategy development and procurement of goods from vendors.