CHARLSIE SHIPLEY

***** ** ****, ******, ***** ***26

972-***-****

xwq43e@r.postjobfree.com

-- PROPERTY AND CASUALTY INSURANCE OPERATIONS DIRECTOR --

-- QUALITY ASSURANCE / CUSTOMER SERVICE MANAGER --

Performance-driven, self-motivated, and innovative professional with proven track record of success in establishing high-profile relationships, developing and executing successful personal and commercial property casualty insurance strategies and training, and exceeding corporate objectives with emphasis on improving organizational efficiency and productivity. Reputation of implementing policies and procedures that positively impact employee satisfaction and overall productivity. Proven record of success in developing core efficiency initiatives to drive organizational change and performance developments. Self-starter, and a cooperative team player with outstanding ability to comfortably converse with various individuals and groups; able to multi-task in fast-paced environments. Articulate communicator and problem solver known for promoting teamwork and self-initiative to meet the demands of ambitious company objectives. Detail-oriented professional with proficiency in using Microsoft Office Suite (Word, Excel, and PowerPoint), Access, and AS 400 Operating System.

CORE COMPETENCIES

Leadership and Team Building

Quality Assurance and Inspection

Insurance Operation

Budget Control / Management

Risk Management

Problem-Solving and Decision Making

Contract Development and Negotiation

Strategic and Tactical Planning

Change Management

Training and Supervision

CAREER OVERVIEW

Customer Relations Management

- Served as a liaison between the regional executives or territory management and the front office support staff to instigate development opportunities and the creation of best practice standards for front office business support.

- Played a vital role in the development of long-term work force capabilities through staff development, hiring, training, and performance evaluation of employees.

- Facilitated training to bank personnel concerning consumer laws and regulations.

- Developed and maintained strong relations with external auditors, garnering participation on work assignments.

- Instrumental in the development, testing, and implementation of the first documented procedures and workflow for 5 departments comprised of 73 technical, non-technical, and supervisory staff to regulate productivity and workflow.

- Implemented and facilitated weekly meetings, daily counseling, and continuous communication that stabilized turnover while increasing buy-in; thereby meeting departmental goals and boosting declining morale.

- Promptly communicated company goals and policy changes to the operations staff.

Operations Management

- Assumed full responsibility in managing 4 exempt direct reports in charge of supervising a staff of 55 customer service representatives.

- Administrated the application, advancement, and implementation of performance development and data quality initiatives supporting the delivery of services offered.

- Oversaw overall aspects of Commercial and Personal lines operations across the Southern and West Regions in conducting audits in conformity with consumer laws and regulations as well as bank policies and procedures.

- Provided expert oversight in managing Personal and Commercial rating, data entry, forms, cash, and payment processing.

- Efficiently managed 5 departmental budgets worth $4.9M and maintained service and quality standards for the department.

Organizational Development

- Rendered professional insights to ensure obtaining of accurate operational metrics and service objectives through measuring, monitoring, managing, employee ranking, and communicating results.

- Effectively administered 6 exempt direct reports responsible for a staff of 73 customer service representatives.

- Executed research to respond to employee questions concerning consumer laws and regulations.

- Successfully achieved a 25% staff reduction by facilitating and executing cross-training matrices and requirements to generate multi-line raters and entry operators.

- Worked collaboratively with managers to establish innovative operational projects and programs to ensure customer satisfaction and company profitability.

Management and Supervision

- Provided expert field support within regional territories for Marine Insurance.

- Maintained and ensured conformity with all SOX and business controls.

- Rendered assistance to the regional territories regarding specialty marine and commercial insurance.

- Performed and provided assistance in conducting quality control processes.

- Established and educated staff to minimize implementation errors and risk exposures.

CAREER CHRONOLOGY

ALLIANZ GLOBAL CORPORATE AND SPECIALTY ~ DALLAS, TX

Director Insurance Operations (Americas) 2009-2010

FIREMAN’S FUND INSURANCE COMPANY (A COMPANY OF ALLIANZ) ~ DALLAS, TX

Director (Policy Services) 2006-2009

TEXAS CAPITAL BANK, N. A. ~ DALLAS, TX

Compliance Analyst | Auditor 2005-2006

UNITRIN MULTI LINES INSURANCE ~ DALLAS, TX

Regional Operations Manager 1998-2005

Personal Lines Supervisor 1996-1998

EARLIER CAREER

JAMES COLES AND ASSOCIATES/GUARDIAN GENERAL AGENCY ~ PLANO, TX

General Manager

FIDELITY AMERICAN CORPORATION ~ DALLAS, TX

Branch Manager

PROFESSIONAL TRAINING

MindLeaders Courses

Leading with a Vision ~ Communicating ~ Customer Satisfaction Guaranteed

Rewarding and Correcting ~ Performance and Training ~ Building Trust

5 DYNAMICS

Enlightened Leadership

Leadership Challenges ~ Rules of Focus ~ Leadership Characteristics

Ultimate Leadership Tool ~ The Framework of Leadership

Supervision Series

Skills of Managing ~ Skills of Communicating ~ Assigning Tasks Effectively

Coaching for Improved Performance ~ Delegating Effectively ~ Effective Supervisory Discipline

Dale Carnegie

Effective Speaking ~ Sales and Customer Service ~ Effective Communications

Public Speaking Mastery ~ Building New Customers

Computer Courses

Lotus, Excel 1, Excel 11, MS Word Challenge

PROFESSIONAL AFFILIATIONS

P&C Insurance Jobs

Management Sponsor - Employee Council (2 years)

Change Management Champion (2 years)

National TMG liaison (The Millennium Group – a third party vendor providing clerical & office facility services)

Management GREEN Committee - Member

TAC (Training Advisory Committee) - Member

P&C Licenses previously held: Multi Lines Adjuster - Local Recording Agents (LRA)

COMMUNITY INVOLVEMENT

President - The Dennie Austin Foundation

4-H Community Manager (5 years)

Pee Wee Cheerleader Commissioner / Coach (6 years)

Treasurer Forney Parents and Friends Club (2 years)

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