Dynamic, energetic management professional versed in business management, finance and sales. Reputation for effective business development, staff recruitment, staff performance and lasting contributions to operations and growth. Strong analytical, assessment, listening and negotiating abilities. Ability to oversee numerous business sites while maintaining all performance objectives and customer service levels. Emphasizes process improvement to increase profits and customer satisfaction. Breadth of general business operations experience with the ability to fully utilize resources and effect concrete, positive outcomes. Highlights Decisive Leader Business Analysis Recruitment and Staffing Operations Management Human Resources Management Performance Tracking and Evaluation Team Building and Leadership Development Procedure Development Project Management Profit and Loss Management Strong Public Speaker Talent Development Customer Satisfaction Process Design and Change Management
Regional General Agent January 2011 to January 2014American Income Life － Arlington, TX
Started with American Income Life, Division of the Torchmark Corporation in 2011 as a member of management moving up to the level of Regional General Agent in 2013.
Managed the day-to-day operations and long-term strategic activities of the entire agency.
Identified key growth opportunities for the agency through the implementation of new agent recruitment and training procedures.
Received recognition as top recruiter of both in-house call center staff and in-field agents by company executives.
Successfully promoted 25 agents into management level contacts.
Conducted new agent evaluations and performance reviews, developed agent personal goal timetables, and completed agent contract level promotion decisions.
Built and maintained a talent pipeline that aligned with agency growth goals and objectives to ensure achievement of monthly and annual staffing levels.
Complied with all operational standards and employment laws and regulations.
Established knowledge-sharing processes for entire organization.
Coached and mentored agency management staff and agents by performing weekly team debriefs, offering consistent constructive feedback, and taking interest in on-going overall team growth.
Compiled and synthesized relevant business data such as appointment and scheduling performance, team and individual on-going ALP performance, and agency headcount forecasts.
Reduced and controlled expenses by improving agent field resource and material allocation.
Maintained high levels of client satisfaction through the implementation of customer service verification calls and mailing of agent "Thank You" notifications.
Individual performance as a manager lead to consecutive invitations to the company's annual convention in 2012 & 2013 recognizing the company's top performers.
Membership Manager August 2000 to January 2011Nielsen Media Research － Oldsmar, TX
Started as a Membership Representative (MR) within the National People Meter Market, Division of Nielsen Media Research in 2000, moving up to the level of MR Supervisor in 2006 and finishing as a Membership Manager in 2010.
Managed the day-to-day tactical and long-term strategic activities within the business.
Reduced and controlled expenses by improving MR sales team and company resource allocation.
Recruited, hired and trained new market MR teams for several market projects including Detroit, Dallas, Phoenix, St Louis, New Orleans, Minneapolis, Cleveland, Memphis, Nashville, Tulsa, Oklahoma City, Austin, Houston, New York, Washington DC, Atlanta and Miami.
Successfully managed the activities of 80+ team members in multiple locations.
Consistent execution of MR recruiting plan to ensure the correct quantity and quality of talent among the MR market teams.
Instrumental in the hiring and development of multiple market managers during tenure with company.
Led MR sales calls with team members in the field weekly to establish sales and customer retention goals.
Created and directed MR sales team training and development programs.
Coached and mentored market MR Supervisor's by offering constructive feedback and taking interest in their long-term career growth.
Established knowledge-sharing processes for market associates throughout the organization.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Effectively communicated with MR market team members to maintain clearly defined expectations.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Offered feedback to executive-level management on the effectiveness of strategies, MR performance incentive programs and initiatives.
Drafted MR market business plans, budgets and quarterly and semi-annual MR market team reviews.
Area Retail Manager May 1996 to August 2000Vitamin World/Nature's Bounty － Howell, TX
Started as a Quality Inspector in the manufacturing and packaging facility of parent company Nature's Bounty in Bohemia, NY moving up through promotion and finishing with Vitamin World Division as Area Retail Manager in Howell, MI.
Managed the day-to-day business process and long-term growth activities within the business.
Recruited and trained retail staff for area locations including Howell, Grand Rapids, Jackson, Sterling Heights and Lansing MI.
Drafted staff development plans, store budgets, quarterly and semi-annual individual store business reviews.
Coached and mentored retail staff members by offering constructive feedback, on-going product knowledge education and taking interest in their long-term career growth.
Reduced and controlled expenses by improving staffing and product inventory allocation.
Highlighted the difference between competitive brands and managed brands through innovative merchandising campaigns.
Shared product knowledge with customers while making personal recommendations.
Demonstrated that customers come first by serving them with a sense of urgency.
Maintained friendly and professional customer interactions.
Verified that all merchandising standards were maintained on a daily basis.
Offered feedback to executive-level management on the effectiveness of retail outlet store strategies, selling programs and initiatives.
General Lines Life, Health, Accident and HMO: Insurance License/MGAState of Texas － Austin, TX
Master of Science
Completed Post Graduate coursework for K-12 Teaching Certification
Received multi-state teaching certificationUniversity of Vermont － Burlington, VT
Bachelor of Science : EducationMichigan State University － East Lansing, MIEducation
Company Annual Convention National Qualifier- American Income Life 2012, and 2013.
Top Agency Quality and Retention Award- American Income Life 2012.
Master General Agent of the Year- American Income Life 2012 and 2013.
Top Agency Manager in Sales and Recruitment- American Income Life 2013.
Top Agency Annualized Life Premium- American Income Life 2013.
Total annual sales of $522,986.
National Representative Award- Nielsen Media Research- Central Zone 2002, New York 2003, Detroit 2004, and Dallas 2005.
agency, budgets, Business Management, business
plans, business process, call center, competitive, client, customer satisfaction, customer service, DC, hiring, Insurance, inventory, Market, merchandising, 2000, packaging, performance reviews, policies, process improvement, processes, promotion, Quality, recruiting, recruitment, recruiter, Research, Retail, selling, sales, scheduling, staff development, staffing, strategic, Supervisor, Teaching
General Lines Life, Health, Accident and HMO: Insurance License/MGA Master of Science Post Graduate Completed Post Graduate coursework for K-12 Teaching Certification
Received multi-state teaching certification Bachelor of Science : Education
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