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Director of Training and Development

Florence, KY
September 19, 2018

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Keith J Howorka, FLMI, PCS, AAPA

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

Burlington, KY 41005



Enthusiastic, responsible, and results-oriented leader. Able to manage multiple responsibilities and assignments with efficiency.

Proven leadership and problem-solving skills. Able to plan and oversee projects from concept to completion.

Focused on accomplishing company-desired goals, meeting deadlines, and maximizing best practices.


2017 - 2018 Ohio National Financial Services, Inc. Cincinnati, OH Director of Training and Development & Customer Experience Program Manager

Created Onboarding program in our Insurance Operations area to acclimate our newest associates to the Ohio National culture, while also training them on product knowledge needed for new roles

Assuring transfer of knowledge by writing, testing and approving Standard Operating Procedures across operations

My direct reports and I trained 135 current supervisors and associates using this new program with a reported quantitative increase in knowledge

Main point of contact within organization regarding Customer Experience (CX) of agents and customers

Created Awards and Recognition around CX including employee newsletter and CX1 Award

2013 - 2017 Ohio National Financial Services, Inc. Cincinnati, OH Director of Customer Service Call Center Operations & Customer Experience Program Manager

Responsible for the Customer Experience provided by our Annuity, Life, Health and Disability Call Centers managing 75 exempt and non-exempt associates

Implemented changes that reduced call times and increased productivity

Turned operations around to break records and achieve results without increasing headcount

1st employee in 109 year history to be recommended for and achieve Tiger Team status with less than 1 year of tenure

Created and implemented new compensation and retention bonus program to alleviate attrition issues; attrition levels achieved 15% in first year after implementation down from 65% the year before

Chosen by executive leadership to co-chair Ohio National’s Artswave campaign and achieved the highest employee contribution in company history of $137,000

2009 - 2013 Great American Insurance, Inc Cincinnati, OH Call Center Manager of Specialty Accounting

Responsible for the Customer Experience provided by our Specialty Products representatives taking calls from agents and policyholders

Created awards and recognition program for the contact center that is still in use today.

Created and implemented supervisor line to assist internal reps with questions and expedite customer calls.

2007 - 2009 Infinity Hospitality Resources, Inc. Cincinnati, OH

President & CEO

Handled all aspects of running a small business including sales, marketing, accounting and recruiting

Start-up recruiting agency grossing over $100,000 in first 8 months of operation.

Obtained new clients and fostered relationships in new industries to diversify business in difficult economic times.

2004 - 2007 Paradigm Restaurant Services, Inc. Cincinnati, OH

Division Manager (Company Closed)

Managed 2 full-time recruiters while maintaining a full complement of clients and production numbers

Personally produced $250,000 in commissions in first two years and managed production exceeding $350,000 in 2006

Other Relevant Experience

State Farm Insurance, Agent

Handled all aspects of running a small business including sales, marketing, accounting and licensing

Held State of Kentucky Life, Health, Property & Casualty licenses

Fidelity Investments, Call Center Manager/Employee Communications Specialist

Managed satellite call center of 180 representatives on campus of Northern Kentucky University

Implemented and managed “midnight” team of representatives to better serve customers on the west coast

Hired, trained and developed over 250 call center representatives

Hired, trained and developed Certified Employee Communication Specialists for off-site employee meetings with clients regarding their 401k plans

Personally conducted over 150 employee meetings from small businesses to fortune 500 companies


University of Cincinnati Cincinnati, OH

MBA (currently attending)

Northern Kentucky University Highland Heights, KY

BA Communications

Area of Concentration: Management


Currently hold FINRA Series 6 & 26 licenses

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