ACHIEVING EXTRAORDINARY RESULTS THROUGH A PEOPLE-FOCUSED APPROACH
Leadership Development / Client Engagement / Sales and Service Operations
Energetic and optimistic operations leader with a passion for developing people and a consistent record of improving sales and service delivery and refining operational efficiency. Provided strategic oversight of Training and Development within a $5 billion organization and served on a task force to develop and introduce the company's first formal Leadership Development Program to Managers and Officers. Expertise in Business Strategy and Planning, Leadership Development, Performance Coaching, Training, Public Speaking, Building and Motivating Teams, Enterprise Sales and Service Operations, Call Center Operations, Client Engagement and Satisfaction, Issue Resolution, Contract Negotiation, CRM, P&L, and the Net Promoter System.
Skill Highlights
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Core Accomplishments
Professional Experience
NATIONAL VICE PRESIDENT, 01/2014 to Present Arthur J Gallagher & Co. – Delano, CA,
Build, lead and develop a talented consulting team of 7 Vice Presidents and 11 client management professionals with expertise ranging from human resource benefits consulting to legal practice.
Responsible for cultivating client relationships to grow the company's national book of business, whose clients include Google, Disney, JPMorgan Chase and The Home Depot.
Recommend strategic actions by developing and analyzing key revenue forecasting, staffing and financial risk mitigation metrics for the Chief Executive Officer.
Significant Contributions: Grew book of business by 7% in product upsells and maintained revenue retention of 92.4% in the first year.
Mitigated financial risk to the organization through negotiating contracts and performance guarantee settlements.
Worked with the Chief Executive Officer to standardize contract language and performance guarantees to protect the company's financial interests in client agreements.
Developed and implemented the company's first Net Promoter client satisfaction survey.
Served as a champion for customer focus by establishing regular communication to executive leadership of the voice of the customer to drive strategic decisions.
Improved Provant's visibility in the market through facilitating healthy team turnover and adding new talent with expertise in legal compliance and benefits design strategy.
Introduced a monthly webinar series for clients on topics on designing wellness incentives for maximum engagement and wellness program compliance with the Affordable Care Act.
ASSISTANT VICE PRESIDENT, 01/2008 to 01/2014 Seven Hills Foundation – Centerville, MA,
Directed target growth, profitability and effective branch management in Amica's underwriting and sales operations in 18 states, while maintaining oversight of Amica's West Coast, Central and East Coast Call Centers with 10 direct reports and over 300 indirect reports.
Provided strategic leadership of Training and Development to ensure that departmental operations aligned with corporate training and professional development priorities.
Significant Contributions: Executed a tactical objective by rolling out a company-wide Leadership Development Program for all Officers and Managers within the Sales and Client Services Division.
Provided a vehicle for peer-to-peer development through strategic oversight of a mentoring program for sales managers throughout the country.
Introduced a divisional Peer Leadership Award to recognize managers who invest in the success of others.
Developed and implemented changes to pricing and underwriting strategy to turn a 3-year profit of $10.8 million for the Florida Homeowners product line in spite of heavy market volatility, pricing constraints and high catastrophe risk.
Led I.T.
Project Governance as the business sponsor to develop and implement a successful transition to paperless underwriting operations effective April 2013.
Oversaw the conversion of existing ECM functionality and the design of virtual workflows for handling scanned customer mail to enable first-call resolution, maintain seamless customer service and improve operational efficiency.
This implementation reduced the need for thousands of square feet of file storage space in the branch offices by scanning an estimated 2,611,396 images of customer mail pieces per year instead of storing paper copies in the branches.
Converted Amica's Indianapolis Branch Office to become the Service Center-Central, joining two existing countrywide claims and client service centers as a 24/7 call center.
Tripled the size of the existing branch through hiring, training and expanding hours of operation to improve Amica's ability to answer customer calls in key markets at any time on any day within 20 seconds.
Partnered with a team of 17 direct and indirect reports to increase sales by 32% within one year; improved sales lead follow-up percentage by 14% by instituting and promoting new lead follow-up standards.
Despite no regional advertising, these efforts contributed to increased total policy growth in Pennsylvania of over 3%.
Maintained a favorable loss ratio for Amica's Property & Casualty book of business in Pennsylvania and Delaware through implementing conservative underwriting practices and policy non-renewals.
SENIOR ACCOUNT MANAGER, 01/2004 to 01/2005 Socialcode – New York, NY,
ACCOUNT MANAGER, 01/2002 to 01/2004 Mckinstry Co. – Milwaukee, WI,
Education
Master of Science Degree: Insurance Management, Expected in 2007 Boston University - Boston, MA GPA: GPA: 3.5 Insurance Management GPA: 3.5
Bachelor of Arts Degree: International Business & Management and French, Expected in 2002 Dickinson College - Carlisle Toulouse, PA GPA: Graduated cum laude GPA: 3.49 International Business & Management and French
: , Expected in 2005 American Institute for CPCU - Malvern, PA GPA: Received the Chartered Property and Casualty Underwriter designation.
Professional Affiliations
Providence Business News 40 Under Forty Award recipient (2015). Rhode Island Philharmonic Orchestra and Music School, Board Member (2011-present). Chair of Bravo! Professionals (2011-present). Created the group called "Bravo!" for rising corporate and community leaders in Rhode Island and Massachusetts; this fundraising and networking group serves to support the Rhode Island Philharmonic's strategic mission to provide access to quality music education for every elementary student in the State of Rhode Island. Festival Ballet Providence, Board Member and Marketing/Branding Committee Chair (2009-2010). Member of the National CPCU Society (2005-2014). Philadelphia CPCU Society, Director and Public Relations Chair (2007-2008), Vice President (2008). Pennsylvania / Delaware AIPSO Governing Committee Board Member (2007-2008). United Way Board Orientation - Young Leaders Program (2008). Integrity Selling Facilitator - Conducted Sales Training for 3 Amica Offices (2006 - 2007).
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