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Customer Service Manager

Sacramento, California, United States
February 04, 2018

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**** ****** ****

Elk Grove, California 95624

916 ***-**** Cell

916 ***-**** Home

Insurance Industry Professional

Insurance Management

A results oriented and energetic leader with strong organizational, communication, team building, problem solving, critical thinking and training skills. Strong interpersonal skills, coupled with a creative and enthusiastic management style, serve as a catalyst for creating a positive work environment.

Entrepreneurial in approach to the market and internal clients; and a hands-on leader with a track record of success in increasingly responsible roles and credibility gained through honest communication. Extensive management experience complemented by years of significant experience in Healthcare, Sales and Insurance Industry with a proven track record for excelling at building and managing highly productive teams in the workplace.

Especially noteworthy is the ability to significantly improve sales/operational efficiency and effectiveness while lowering operational cost.

Areas of Expertise include:

Sales & Service Management

Change Management

Strong Client Relations

Operational Analysis

Product Launch & Expansion

Strong Communication

Strategic & Business Planning

Boosting Company Morale

Staffing Strategies

Strong Healthcare Knowledge

Staff Development

Contract Management

Professional Experience

Territory Sales Manager

Combined Insurance, a Chubb Company 02/2016 – 07/2017

Drive the overall sales performance of the Northern CA / Nevada market including premium and policyholder growth and organizational development.

Ensure that the market is operating at full staffing capacity through recruiting, hiring, onboarding, and retention activities.

Develop team of 15-20 Sales Agents through regular and effective leadership training and education


Implement and facilitate the new agent development program training initiative to ensure a high

level of initial success.

Achieve the annual sales goal through effective communication of strategy, performance

management, and execution of business standards and operational best practices.

Manage all contracted service agreements with clients to assure all services are delivered

Professional Experience page 2

Vice President of Inside Sales & Client Relations 2005 -8/2015

The Dentists Insurance Company/TDIC Insurance Solutions Brokerage Sacramento, CA

Manage the day-to-day operations of the California Dental Association’s (CDA) affiliated carrier and brokerage insurance companies with $21 million budget and department of 40 employees.

Guided brokerage and CDA members through the practical and legal challenges of the termination of the CDA’s health plans for individual and group health plans.

Developed New Medicare program for all California Dentist

Advanced the development and implementation of a new line of business (workers’ compensation) that increased carrier’s total revenue by 21% in 2 years

Oversaw efforts to identify and implement new policy administration system, convert business from brokerage to carrier, create new sales structure and identify reporting requirements

Organized first comprehensive operational review in more than 20 years

Developed New Concierge Department with CDA/TDIC/TDIC Insurance

Developed and managed a Quality Control program to enhance the customer experience

Directly managed new vendor contracts on all new system implementation

Surpassed 90% customer satisfaction level every year

Operations Manager 2000 - 2005

Fireman’s Fund Insurance Company Rancho Cordova, CA

Headed the operation of several multi-functional service facilities for the Small Business National Center.

Earned position of first-ever training manager for small business segment.

Overhauled customer service follow-up procedures which resulted in an increase in customer satisfaction from 55% to 95% in 3 months.

Orchestrated start-up of a new national headquarters including coordinating logistics and staff recruitment, and training 50 employees in 7 months.

Directed growth and cost control of $55 million dental program.

Established open dialogue meetings between upper and middle management to improve communication.

Manager of Operations – Claims & Underwriting 1992-2000

Cigna Property & Casualty Sacramento, CA

Directed services for global health insurance company with staff of 63 and budget of $19 million.

Decreased sales and marketing costs by 10 points while increasing revenue.

Consolidated in-house sales into a single organization.

Redesigned customer service processes to improve overall satisfaction.

Created vertical integration business units to cover multiple states in Northwest region.

Developed a high performance team of more than 200 employees.

Licenses & Certifications

Property/Casualty Insurance License - Pending

Life/Health Insurance License for California, Nevada and Minnesota

AHIP Medicare Certification


Manager, peer, direct report and customer references available upon request

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