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Shasta Lake, California, 96019, United States
May 08, 2019

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Branch Manager

Qualifications Profile

Dedicated, versatile, and results-driven professional with extensive experience in membership sales and service, property and casualty insurance, and branch operations. Equipped with heart-lead leadership in motivating, guiding, and overseeing high-caliber teams to become future industry and global leaders. Known for outstanding work ethic, problem resolution, and proven track record of success in exceeding performance goals as well as increasing revenue, employee engagement, and customer loyalty and satisfaction. Expert at creating and executing strategies and business plans, providing sound decisions, and addressing various issues to drive the company toward growth and advancement. Known for strong communication and interpersonal skills necessary in cultivating relationships and collaborating with key stakeholders and management.

Areas of Expertise

Change and Performance Management ~ Program Implementation ~ Human Resources Administration

Employee Engagement ~ Staff Supervision, Development, and Training ~ Staffing and Scheduling

Professional Experience

AAA-NCNU, Various Locations (1988–Present)

Member Experience Team Lead, Redding CA 2004-Present

Provide keen oversight to all member experience associates, which involve facilitating hiring, training, coaching, and mentoring; driving attainment of assigned goals; and ensuring alignment of operational excellence with company standards for high-level member experiences

Execute and support marketing strategies and programs, incentive programs and compliance, as well as branding and merchandising requirements

Deal with building and facility issues which involve budgeting for supplies, utilities, and travel and handling overtime within constraints

Lead the establishment of in-office quarterly teams in celebrating, educating, and motivating all team members

Career Highlights:

Significantly increased customer loyalty through ongoing performance evaluations and reviews, which improved skill sets in meeting member’s needs

Made it possible for team members to meet MAQ plan in 2018 by 11.26% over plan and achieve increase of 15% year-over-year (YOY) through creation of skill set

Designed and implemented skill set training sheets to identify job knowledge and training opportunities, as well as various contests to motivate and reward each employee around company plans.

Successfully coordinated training for all servicing team members to attain Property and Casualty license, help promote team collaboration, and ensure cross-channel support to Sales Team in driving business

Succeeded in formulating a training plan for cross-training of team members in Auto Travel, Cashiering/ DMV and Servicing, thus improving employee engagement by 12% YOY and customer satisfaction scores by 81%, which was 5% higher than MWG

Implemented useful travel program and enabled the company to be recognized as more competitive and desirable in the travel industry by helping with separation and hiring of the travel agent, increasing branch travel accreditation score to 86%

Nurtured team behaviors and performances along with a sales-driven culture through execution of aggressive performance and dialogue program

Played a key role in launching and clearly communicating standard operating procedures (SOP) program, as well as completing and successfully integrating train the trainer program for DMV control cashier program and training area employees

Interim-Branch Manager, Redding CA 2016–2017

Took charge of establishing and ensuring attainment of performance goals, providing mentorship, and achieving expense targets and travel revenue, including auto retention and member satisfaction

Effectively managed the operational and sales functions within the branch, which encompassed individual team member engagement and development, as well as sales and marketing strategic planning and execution

Gained knowledge of new processes and coordinated adjustments in plan, process, and strategy to align team members in an ever-changing work environment

Held responsibility in promoting and displaying guiding principles and core values of the company

Provided hands-on support with recruitment, training, onboarding, and scheduling of branch team members; goal setting, team performance feedback, evaluation, and performance documentation; as well as introduction of initiatives fostering team engagement and community impact

Rendered direct oversight to assigned branch to ensure achievement of assigned goals and drive results

Maximized branch resources to deliver exceptional member experiences, as well as set clear performance and career development expectations and addressed performance issues to foster a culture of performance excellence with heart among team members

Earlier Positions Held:

Senior Insurance Service Associate, Salinas, CA

Underwriter, Salinas, CA

Cashier/DMV Auto Travel, Salinas, CA


Property and Casualty License: State of California (Valid until: Mar 2021)

California Department of Insurance


Recipient of National Presidents Volunteer Service Reward Certificate and Pin (2018)


Local Chamber of Commerce Local Light the Night Event) Carr Fire

Technical Acumen

Microsoft Office Suite Word, Excel, and PowerPoint) Google Suite Tableau Avaya Phone System Salesforce Connect Suite Workday POS Marketplace DMV Systems

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