Sales Quality Assurance

Kevin Warren

*** ******* ****, *********, ** L*X 1V7 647-***-**** s ********@*********.**

Senior Executive

Profile

Transformational leader who excels at influencing change - both analytic and strategic, resulting in significant results in policy growth, revenue, operational performance, and profitability. Motivational team builder who leads by example, inspiring, mentoring, and coaching teams and individuals to consistently exceed sales targets and performance objectives.Transparent communicator with a history of developing and driving strategic initiatives, and aligning organizational behaviour with corporate direction.Award winning sales record and unparalleled business acumen, coupled with a reputation for integrity and innovative leadership.

Career History

SCM Risk Management Services (RMS) 2010 - 2012

RMS is the largest Risk Inspection Services company in Canada, specializing in Commercial and Residential loss control services.

Senior Vice President, National OperationsInstrumental in the creation and development of RMS’s strategic vision and plan across the Canadian operation.Held $27 million in P&L responsibility for RMS nationally. Led the strategic planning process in 4 Regional Offices, Quality Assurance teams, Engineering and Environmental Services resulting in an increased Net Operating Income from 23% to 25.4% in 2011.Achieved numerous production records managing 200 direct/indirect reports during a period of extremely high sales demand (75 thousand inspections annually) and played a pivotal role in delivering record profitability of $6.3 million in 2011.Halted 2 year decline of Gross Margins and grew GM from 57% to 64%, dropping a combined total of $1 million to the bottom line within 1 year. Provided regular guidance and support to the Executive Committee and Board of Directors on all Financial matters including budgeting and quarterly forecasting.Improved overall productivity by 10% utilizing selective automation, and more challenging metrics with better accountability. Executed a strategic corporate revitalization initiative by restructuring stagnant business units through consolidation and by implementing best practices and accountability measures. Effort reduced unallocated expense adjustment by $250,000. Managed the 90% Service Level Agreements and overall production and financial performance of RMS Inspection team consisting of 150 Field Inspectors nationally.Initiated a statistical process control initiative as part of a new quality assurance program that reduced error rates in production and report writing from an average of 35% to 20% at the time of Quality Assurance Review and saved nearly $500 thousand annually.Collaborated with Product Development teams and Information Technologists to improve process, business efficiencies and profits especially in the areas of payroll, billing and Accounts Receivable system enhancements.Instituted new sales strategies, vendor contract controls and metrics, and transitioned the function from a product to a solutions focus, nearly doubling sales (from $2 million to $4 million new growth), all with the desire to double revenues (from $30 million to $60 million) by 2015.Created an inside sales organization using the organization’s help desk department to support optimization of customer satisfaction and loyalty retention. This effort retained more than 10% ($1 million) of national business, while operating at less than 60% of the costs associated with outside sales.Identified, negotiated, acquired and assimilated the company’s largest competitor in Western Canada, providing needed technology, a significant customer base, key operating personnel, and $1.6 million in additional annual revenues. This acquisition was on schedule with no disruption to key business processes and saving $300 thousand in redundant operating costs.

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Executive sponsor to the development, implementation, testing and rollout of . The only web delivery system for insurers and brokers that provides Insurance to value costing in real time to any residential and commercial property in Canada.

Corporate InitiativesRecruited best in class Field Inspectors through RMS growth and development initiatives. Led policies, procedures and curriculum development, and inter-department coordination of resources to support a performance based culture and environment for new employees to thrive.Played an integral role in the development of Employee and Independent Contractor Agreements for Field Inspectors.Organized highly-productive regional educational conferences that focused on best practice solutions, strategies, products and services, allowing the division to maintain its market share (ranking) despite an inferior product. Strengthened the performance management process, created an on-line scorecard tool simplifying the performance plan process and improving pay-for-performance-rating distributions.Revamped an outdated bonus model with strong KPI matrix that supports regional and national results.Collaborated with National Workflow Committee to bring tablet technology to Field Inspectors. This reduced turn-around times from 22 days to 48 hours.

State Farm Insurance Companies, Aurora, ON 1994 - 2009

Operating in Canada since 1938, State Farm is the #1 insurer of automobiles and homes with over 500 agents and more than 1400 employees across Canada.

Development Agency Field Executive (2007 – 2009)Successfully developed and led State Farm’s distribution of new Sales Agents across Canada. New Agent performance represents 40% of Canada’s new production across Property/Casualty and Financial Services product lines on an annual basis. Effectively led a team of 5 Agency Field Consultants and 2 specialists to the following agent result improvements in 2008: Auto production increase + 20%, Fire production increase + 23%, Life production increase + 24% (141 Life applications per agent), Mutual Fund plan production increase + 33%, Living Benefit plan production increase + 20%, Vehicle Finance loan increase + 12%. Instrumental in the recruitment and training of 100 top caliber talent each year to meet expanding new Agent growth targets across Canada. Led an Internship program, ensuring Agent readiness after 5 months of intensive training.Tracked Agent point of sale transactions with customers to ensure the organization was represented with the highest level of integrity while adhering to regulatory compliance.Successfully managed an annual operating budget of $16 million.

Corporate Initiatives Developed and coordinated the introduction of the Consulting Framework for National Leadership Team consisting of four themes: Business Management Execution, Team Development, Leads Generation Activity and Sales Process designed to influence and positively change behaviour of 530 Agents and the Leadership Team.Instrumental in the creation and development of Agency Placement Model, leveraging innovative technology and postal code data to identify the most successful future Agent locations.Successfully introduced and developed a national balanced production matrix across financial services product lines to support corporate incentives that reward production consistency among agents.

Agency Field Executive (2004 – 2006)Successfully led and motivated independent agents specializing in the delivery of a full-range of consulting services – strategic business planning, leadership development, team development, organizational design, operational turnaround and market strategy and research. Reinvigorated the goal setting and performance management process for agents with the following result improvements in 2006: Auto production increase + 11%, Fire production increase + 9%, Life production increase + 11% (85 Life applications per agent), Mutual Fund plan production increase + 100%, Mutual Fund Assets under administration +66%, Living Benefit plan production increase + 78%, Vehicle Finance loan increase + 38%.Developed growth, retention and sales process strategy with agents to successfully brand and penetrate new business opportunities in the market place.

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Leveraged corporate resources to increase expertise of 3rd party alliances to maximize team member training and sales execution. Qualified for all zone and corporate Agency programs. Ranked 3rd in the Canadian zone, 31st companywide for targets of excellence matrix in P&C and Financial Services matrix.Youngest executive in State Farm history to be appointed to this level of leadership.

Corporate InitiativesLed national Financial Services Leaders Program; increased financial services solutions to Canadian families by 8% (41,413 products) through life insurance, mutual fund plans, living benefit plans and vehicle finance loans. Pivotal in driving Canadian Mutual Fund Sales; developed training programs for Field Leadership and Agents; increased commissionable gross sales by 20% annually [with MF plans increasing +16.22% in 2006].

Agency Field Consultant, Fredericton, NB (2000 – 2003)Collaborated with Agents and served as a subject matter expert on all agent related matters. Developed business plans and set sales strategies. Trained agents and team members on products, commission structures and retention initiatives. Leveraged corporate relationships and networked with key resources to achieve production goals.Developed and implemented innovative selling and prospecting techniques that resulted in New Brunswick Agents earning the highest life insurance sales of across the enterprise.

State Farm Agent, Fredericton, NB (1999 – 2000)Drove a pace-setting 15% increase in annual revenue in 1999 and 2000, outperforming high-reach sales targets every quarter.Earned awards for sales performance, including #1 Agent ranking in Canada; 46th company-wide (out of 1700).

Agency Field Specialist (1995 – 1999)

Fire Underwriter (1994 – 1995)

Education

Bachelor of Commerce – Honours Program, University of Guelph, Guelph, ON 1994

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