Customer Service Management
Resume:
Charlotte A. Ray
Choctaw, OK 73020
405-***-**** cell
************@*******.***
Career highlights:
• Over twenty-four years of experience in risk and insurance management, contract administration, and
operations management, with progressively greater responsibilities.
• Proven self-starter, Midland Financial Co. (et. Al.)’s first Director of Insurable Risk Management. While
working as an analyst in one of Midland’s subsidiaries, identified areas that exposed Midland
unnecessary risk, and where opportunities to improve risk management and insurance cover existed.
Took issues, with solutions, to management resulting promotion to Midland Group’s first Director of
Insurable Risk Management.
• Responsibilities have included developing, implementing, and managing numerous programs for: risk
reviews, loss control, enterprise safety, risk management information systems, insurance purchasing and
management, claim management, contract review, workshops on risk and insurance issues, coverage
analysis/comparison, premium cost analysis and premium allocation methodologies, and management
reports. The automated Risk Review process I developed in 2003 was noted by our independent auditor
as “more impressive than processes and programs we’ve seen at Fortune 500 companies”.
• Served two years as President of the Central Oklahoma Risk and Insurance Management Society, and
approximately 10 years on the board of directors for the chapter.
• Experience with non – profit organizations, served a year on the Advisory Committee for Collin County
Community College Marketing and Small Business Programs, and several years on the Board of
Directors for Rainbow Fleet.
• My greatest strengths are:
o Results oriented individual.
o The ability to build trust and create partnerships with business unit managers and service
providers.
o Always approach challenges with a “can do” attitude, and view them as opportunities for both
professional and personal growth.
o Never become complacent. View education and success as life-long journeys, not destinations.
o Find great satisfaction in serving others.
• Enthusiastic personality with excellent analytical, customer service, communication, supervisory, training,
and computer skills.
• Work well individually, and as part of a team.
C. Ray
Charlotte Ray
Charlotte A. Ray
13415 NE 50th
Choctaw, OK 73020
405-***-**** cell
************@*******.***
May 31, 2013 to Present, took a hiatus to return to school full time. Unexpected family financial situation
necessitates a return to a full time position.
Midland Financial Co. et.Al. (MidFirst Bank, Midland Mortgage Co., Lifeshield National Insurance Co.and
over 100 subsidiaries/related entities) - 501 NW Grand Blvd., Oklahoma City, OK 73118
May 3, 1999 to May 30, 2013
DIRECTOR of INSURABLE RISK MANAGEMENT (IRM): Corporate and Shareholder
Midland’s first Director of IRM, developed all budgets, policies, procedures, programs and tools.
• INSURANCE PROGRAM MANAGEMENT/PURCHASING: Solicited and analyzed proposals for,
purchased and managed, a broad range of risk/insurance cover including: Commercial and Residential
Property, Commercial and Personal Liability, Business (fleet) and Personal Auto, Director’s and Officer’s
and Professional Liability, Financial Institution Bond, Aviation, Special Contingency, Foreign Risk, Master
Fire, Mortgage Impairment, Workers Compensation, Oil and Gas, Marine, Collections/Valuable articles.
• RISK/LOSS CONTROL: Reviewed contracts, provided risk analysis and contract insurance
requirements. Reviewed Certificates of Insurance issued to Midland and ensured contractual
requirements were met. Performed Risk Surveys and provided loss control recommendations to
appropriate personnel, and promoted public safety. Developed Midland’s Enterprise Safety, Loss Control,
and Risk Review programs.
• CLAIM MANAGEMENT: Developed and monitored policies and procedures to notify insurers of
occurrences/incidents/legal proceedings, to preserve Midland’s rights to insurance cover;
investigated events to determine potential liability; oversaw small claims; negotiated large,
difficult, and complex claims.
• CORPORATE REPORTING: Prepared reports for Shareholders, Risk Committee, and Senior
Management; developed and managed content for the IRM intranet site; prepared materials and
presented seminars on Midland’s IRM programs; prepared coverage analysis/comparisons,
premium cost analyses, and premium allocations among Midland entities.
• STAFF MANAGEMENT: Manage/provide development plans for IRM employees.
GULF COAST HAIR CARE – current address unknown
June 8, 1998 to January 1, 1999
District Manager: Recruit, hire and retain 10 Managers and 10 Assistant Managers supervising about 125
employees. Set goals and monitor business performance (using P&L’s and national franchise salesand service
averages). Coordinate and provide training necessary to achieve goals. Address safety (risk management),
solicit bids for service work, manage contractors. Oversee retail product orders and control inventory. Provide
technical hair care and computer support to salon personnel. Resolve customer complaints ensuring customer
satisfaction.
THE BARBERS – current address unknown (Now owned by Regis)
February 1996 to April 1998
Franchise Education and Operations Consultant: Responsible for 77 units in a 9 state territory. Analyze
salon/market needs and provide franchisees with analysis, advice, and support to increase/improve business.
Develop, prepare and present classes in operations, salon management, retail sales, customer service, team
building, and technical hairdressing skills.
NEWMARKET CAPITAL ADVISORS, INC. (NCA) – Dallas, TX – No longer in business
January 3, 1994 - July 28, 1995 & Contract Labor August 1, 1995 – February 5, 1996
Contracts Administrator/Compliance Officer: Monitor NCA contractual obligations to ensure compliance with
Resolution Trust Corporation (RTC) contract terms, Minority & Women Owned Business and insurance program
requirements. Competitively purchase goods and services in accordance with RTC guidelines and Federal
Acquisition Regulations (FAR) as required. Manage, review, and audit subcontractors.
Director of Government Marketing: Seek Solicitations of Services (SOS) and Requests for Proposals (RFP).
Review SOS’s and RFP’s to identify teaming needs, locate, and interview business partners for NCA teaming
needs. Write proposals, develop marketing materials, and develop new client sources.
SIMON ASSET MANAGEMENT GROUP, INC. – Oklahoma City – No longer in business
June 1991 -December 1993.
Contracting Specialist/REOMS: Oversee and manage contractual obligations, competitively purchase goods
and services in accordance with to RTC guidelines and FAR. Manage and review subcontractors. Hire, train and
supervise reception position and REOMS technicians.
VARIOUS HAIR SALONS - 1987 - 1991
Manager & Paul Mitchell Educator - Hired, trained and managed staffs of 10 - 12 hairdressers.
EDUCATION/ Chartered Property & Casualty Underwriter Courses 1-4
SPECIAL Mid-America Christian University – Natural Science
TRAINING Insurance Institute of America – P&C Insurance & Risk Management
Med-Aire - Management of In-flight Illness & Injury
Oklahoma City Community College – Insurance Licensing
Collin County Community College – Marketing
Century 21 School of Real Estate
Rose State College - CE
RTC required Contract Administration & Federal Acquisition Regulations Courses
RTC required Contractor Activity Reporting, and Real Estate Owned Management Systems
Central State Beauty Academy
Computer Software: Microsoft Word, Power Point, Excel, Outlook, Publisher
PROFESSIONAL Licensed Property and Casualty Agent (currently inactive - passed P&C exams on 2/10/14)
MEMBERSHIP/ Former President of Central Oklahoma Risk and Insurance Management Society
LICENSES Licensed Real Estate Agent (currently inactive)
Former member of the National Contract Management Association
Licensed Cosmetologist
COMMUNITY Former member of Board of Directors for Rainbow Fleet
INVOLVEMENT Former Advisory Committee Member for CCCC Marketing and Small Business Programs
References are available upon request.
Contact this candidate