Customer Service Manager

Karen Jones

Email: *********@********.***

Address: *** ** ***** **

City: Forest

State: VA

Zip: 24551

Country: USA

Phone: 434-***-****

Skill Level: Director

Salary Range: $80,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

KAREN H. JONES

415 Mount Haven Drive, Forest, VA 24551

*********@********.*** 434-***-**** Home 434-***-**** Cell

CLIENT-FOCUSED CORPORATE TRAINING, ADMINISTRATION, & MANAGEMENT

Insurance Small Business Consulting Process Management Relationship Building

Strategic & Tactical Planning

Public Speaking & Presentations

Customer Service Best Practices

Team Development

Data Analysis

Competitive Market Intelligence

Operational & Administrative Efficiency

Workflow & Process Improvement

Contract & Vendor Negotiations

Human Resources

Record Management & Reporting

Technology Enhancement

Marketing & Sales

Budget Control & Defense

Team Builder and Leader able to wear many hats, contributing to organizational success through application of key skills in Relationship Building, solutions-driven Customer Service, clear and concise Communications, Strategic Planning, Organization, and relentless Follow-Through. Strong and sustainable results through:

Presentation and communication skills that build relationships within company, business, & civic communities and increase understanding of systems, projects, ideas, and needs.

Diplomatic problem resolution expertise with ability to anticipate future obstacles, a talent for researching and analyzing data to predict future trends, and the planning skills to develop strategic solutions. Knack for negotiation and legal issues. Able to calm conflicting perspectives.

Adaptability to a broad spectrum of people, understanding their unvoiced concerns and needs, and adapting my responses appropriately.

-I do what I say I will do. I don`t quit and

I don`t look for fault in a situation . . . I look for remedy and solution.-

EXPERIENCE & ACHIEVEMENTS

THE FOREST CORPORATION, Lynchburg, VA 1997 to August 2012

Independent, exclusive contractor for Allstate Insurance- the largest Allstate agency in Lynchburg, with $3.5 million in earned premiums, gross revenues of $350,000 annually, and 3 full- and 2 part-time employees.

Managing Partner

Full P&L accountability for Forest Corporation as well as agency profitability to Allstate. Scope of responsibility encompasses marketing and sales management, employee/customer retention, budget preparation and expense control, purchasing, business planning, human resources, and recruiting, hiring and managing staff.

Plan strategies to develop new business, retain current customers, and train employees. Plan and implement Human Resource policies.

Analyze agency and industry trends; develop solutions to address any deficits. Liaison to Allstate management.

Sourced, purchased, and negotiated service contracts on electronic equipment and with vendors.

Maintained customer relationship regardless of outcome (e.g., a former customer later called us for a ride home from an auto repair shop. We gave him the ride-a few months later we had him back as a customer).

Continually restructured agency strategies (and budgets) to align with Allstate changes. Key contributor to survival of agency, in spite of unexpected, 3-year, 10% drop in revenues due to changes in Allstate pricing system.

Boosted % of clients having at least 2 lines of insurance 20% (significant for this industry). Increased average policies per household 15%.

Decreased loss ratio on 36-month mover nearly 10%, making agency even more profitable to Allstate.

Recruited by Allstate to serve on Agent Congress, Agency Advisory Council, and other leadership groups.

Requested by Regional Corporate Office to formally mentor several agents, including 3 of the last 4 agents hired in our market. Served as informal mentor to many more.

Recognized as a Premiere Service Agency, 2010, for customer care during sales and follow-up service and education during years to come. Agency earned numerous sales awards.

ALLSTATE INSURANCE, Reston VA 1985 to 1997

Fast-track promotion through series of increasingly responsible management positions to direct leadership for 20-agency market covering Lynchburg, Roanoke, and Salem territories.

Market Sales Manager, 1992-1997

Recruited, hired, and trained new agencies; field consultant on processes that addressed specific concerns, increased business, and assisted them to become successful small businesses during corporate transition to an independent contractor structure.

Increased market life results by 181% over 4 years.

Increased agent base by 30%.

Outperformed colleagues to earn Key Manager Award, 1994 & 1995.

Hand-picked to train new agents in Home Office, 1996.

Selected, based on performance results, to attend National Advisory Congress, 1996.

Alstar Trainer, 1991-1992

Trained agents on new computer system.

Territorial Underwriting Manager, 1988-1990

Led team of 6 underwriters and 3 associates providing analysis and guidance to Virginia agents on renewal, issuing, and/or problems with books of business. Involved in hiring selection process and provided performance reviews.

Market Analyst, 1987-1988

Identified areas supporting agency deployment during period of massive corporate agency growth; prepared market analysis reports for local sales manager. Information was used to create a marketing plan for that demographic area.

Market Underwriter, 1985-1987

Provided information to agents, in groups and one-on-one, on underwriting direction, selection, and rules & rates, directly affecting profitability. Discussed merits of individual cases. Territory included Roanoke, Salem, Blacksburg and the far Southwest Virginia corridor.

Nominated by agents for Chairman`s Award, because they felt they had a partner in growing their business

EDUCATION PROFILE

Bachelor of Business Administration, 1985 ~ Roanoke College, Salem VA

Undergraduate coursework (1 year) ~ Virginia Tech, Blacksburg, VA

Writer/Reporter, Collegiate Times (university newspaper).

Aggressive in pursuit of lifelong, ongoing professional training, including:

Long-Term Care Certification

Life Underwriting classes

Annual updates required for CIC certification

Certification & Licensure:

Certified Insurance Counselor (CIC), requiring annual CE update since 1994

Series 6 and 63 Licenses (Securities)

Property & Casualty and Life & Health Licenses (Insurance)

Licensing & CE Instructor License (instructed classes intermittently since 1998)

Community Involvement

Historic Virginia Red Cross Board Member 2006-2010 - worked extensively with fund raising activities and served as Treasurer in 2009

Presbyterian Homes and Family Alliance Volunteer 2011-present

Church Pastor/Parish Relations Committee- Chair 2003; Member 2000-2003

Church Executive Committee Chair 2008; Member 2003-2008

Trustees Chair for community cemetery in hometown 2007-present

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