Sales Management

PATRICIA SHIPPEY

P.O. Box *** Adkins, TX ***** 210-***-****

abipew@r.postjobfree.com

SUMMARY OF EXPERIENCE

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A high energy leader with extensive experience in Operations and Call

Center Management. With a proven success record in coaching and mentoring

diverse groups of individuals in ways that enable them to realize their

full potential and come together as strong, effective Teams. With strong

Business Acumen, and leading through a values based management approach,

leveraging resources that result in a positive impact to the bottom-line.

Skilled at cutting through non-essential information to bring order out of

chaos.

KEY SKILLS

Operations and Call Budgeting, Forecasting Process and Efficiency

Center Management and Analysis Improvement

Change Management Strategic and Retention & Succession

Facilitation/Turnaroun Operational Planning Planning

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Relationship Conflict Resolution Multi-site oversight;

Development and and Problem Solving Sales and Customer

Management Service

Quality Assurance and Leadership and Employee

Performance Management Organizational Training/Mentoring and

Development Coaching

SELECTED ACCOMPLISHMENTS

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Reviewed, Analyzed and Managed $7 million operating budget. Results:

Consistently met budgetary requirements.

Evaluated and Reorganized Call Center Operations, inbound and outbound, for

300+ seat Call Center to include Surge Plan for high call volumes. Results:

reduced customer wait time; reduced average call handling time; reduced

abandon rate; maintained Service Level Objectives during call escalation.

Led Change Management, Process Improvements and Operational Efficiencies

across functional lines. Results: increased sales 6%, increased

efficiencies by reducing Service turnaround time 75%; Claims 120%;

Underwriting 50%.

Developed and Implemented Standardized Coaching/Mentoring/Performance

Metric programs for management and non-management employees. Results:

increased overall departmental productivity 33%.

Managed Day to day operations focusing on customer needs, quality and

meeting performance goals. Results: increase in customer satisfaction

surveys, meeting performance goals.

Led and Developed Member Relations Team, a Cross-Functional Inter-company

team, on Enterprise Needs Based Selling on Life, Health and Medicare

products. Results: increased sales 20%; increased referrals 167% producing

over $20 million in total premium.

Created and Launched non-traditional schedules to meet business

requirements and hours of operation. Result: reduced staffing

requirements; maintained optimal service levels.

Led Companywide Consistent Tools, Advice and Recommendations Steering

Committee. Responsible for change management, benchmarking within the

industry and conducting member focus groups to gain feedback on member

needs. Results: increased overall employee engagement and understanding of

Organization's Mission, increased member satisfaction and products per

household.

Delivered "Needs Based Selling" Training and on-going coaching/mentoring.

Results: increased sales 33%; increased profits; achieved more efficient

Call handling.

PROFESSIONAL WORK EXPERIENCE

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Healthways San Antonio, TX 1/2009 to 6/2010

Executive Director/Site Lead

Bankers Life and Casualty San Antonio, TX 2006 to 2007

Sales Manager

USAA Life Insurance Company San Antonio, TX 1994 to 2006

Executive Director, Sales and Call Center Operations 2003 to

2006

Supervisory Principal, Life Company

Director, Sales and Call Center Operations

Life Underwriting 1999 to 2001

Member Relations Network 2001 to 2003

Manager, Sales, Service and Claims 1996 to 1999

Sales Representative 1994 to 1996

EDUCATION/LICENSES

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UTSA San Antonio, TX

Executive MBA

Emphasis on Strategic Leadership

Texas Tech Lubbock, TX

B.B.A., Management

American College Bryn Mawr, PA

Chartered Life Underwriter, CLU

Fellow Life Management Institute, FLMI

AFFILIATIONS

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Hermann Sons of Texas UTSA Alumni Association

Board of Directors, Home Association

Lodge President

North American Call Center Professionals Texas Tech Alumni

Association

Training and Development Professionals

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