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Manager Customer Service

Location:
Burlington, New Jersey, 08016, United States
Posted:
January 19, 2018

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Resume:

NOVA S. GUNN

*** ***** **. *****: 609-***-****

Burlington, NJ 08016 Email: ac33hn@r.postjobfree.com

SENIOR MANAGEMENT – OPERATIONS PROFESSIONAL

Exceptional field operations executive who is eager to deliver leadership excellence, resource maximization, cost reduction and operational efficiency. Motivated achiever and bottom-line contributor of revenue recovery and growth, contract negotiations and workforce management. Expert in analyzing and procuring business enterprise and infrastructure database systems within any industry. Able to rapidly assess diverse situational challenges, conduct research analysis for operational improvements and make decisive workable solutions. I am highly motivated, dedicated individual with a strong work ethic, looking for permanent full time position or long term contract employment, salary & benefits negotiable, will travel as needed. AREAS OF EXPERTISE

EDUCATION & TRAINING

Business/Finance, Trend College/University of Oregon, Eugene Oregon Computer Programmer, The Cittone Institute, Mt. Laurel, NJ Property & Casualty License, Insurance Producer School, Mt. Laurel, NJ Licensed Real Estate Associate, New Jersey

National Association of Professional Women

PROFESSIONAL EXPERIENCE

OPERATIONS CONSULTANT - CONTRACT ASSIGNMENTS 2014 - PRESENT NEW SLATE LLC

Conducted review of business and operations models for several small businesses to gain complete understanding of product

& services provided, daily workflows, P&L/budget analysis, workforce, IT structure

Identified and implanted multiple areas for process improvement, inventory control, accounting, sales leads

Assisted in creating website and social media presence for obtaining new sales opportunities, tracking customers orders

Developed scalable metrics and canned reports for easy identification of product inventory, workforce needs, product/service opportunity, revenue & budgeting analysis

Met and exceeded performance targets

Reduced product & vendor redundancy by 20%

Increased bottom line revenue by 30% through automation DIRECTOR OF NATIONAL OPERATIONS & VICE PRESIDENT 2005 – 2014 WILLIS NORTH AMERICA - PERSONAL LINES & HIGH NET WORTH DIVISION

Implemented an enterprise-wide client/policy management system, improved cost structure, enhanced operating perfor- mance, built training capabilities, developed scalable metrics for reporting and oversaw regulatory compliance for the 3rd largest insurance broker providing personal line insurance products for 15+ industries largest insurers.

Drove improvements for client account management, application processing, billing, commissions, policy issuance and cus- tomer service while overseeing 52 remote locations, 220 staff members, 10 direct reports and a $85M budget.

Provided ongoing operational analysis collaborating with all levels of management and cross functional teams to design and implement strategic & sustainable solutions to improve client service experience and operational efficiencies

Exceeded key operational performance targets and managed project resources with results including:

Consolidated multiple databases and systems within aggressive 12 month timeline utilizing internal support staff =

$13M project savings

Increased data integrity and client account management productivity by 45%

Reduced commission billing errors by 65%.

Implemented and maintained workflow consistency and compliance audit practices of 90-100%

Developed online client access and communication capabilities, social media presence PROJECT MANAGER & PERSONAL LINES SUPPORT SERVICES MANAGER - PLI BROKERAGE, CHUBB INSURANCE SALVAGE RECOVERY MANAGER - AMERICAN INTERNATIONAL RECOVERY, AIG INSURANCE FACILITY OPERATIONS MANAGER- UNIVERSITY OF PENNSYLVANIA HEALTH PURCHASING/CONTRACTS MANAGER - COOPER HEALTHCARE SYSTEM RETAIL BUYER - F.W. WOOLWORTH, AFTERTHOUGHTS/CARIMAR

Multi-Site Operations &

Cross-Functional Leader-

ship

Product Development

Procurement Specialist

Negotiation/Persuasion

Performance Management

Process Redesign & Change

Management

P&L Management

Revenue Goal Attainment

Research Analysis & Problem Solving

Decision Making

Deployment of Assets

Operating Infrastructure

Leadership Development

Additional experience includes multiple roles in the retail, finance, hospitality and customer service industries.



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