Customer Service Sales

Ann Riley 860-***-****

QUALIFICATIONS:

• ** year track record of exceeding sales and service goals by motivating myself and others

• 14 years of leadership experience

• 9 years managerial experience in insurance/financial services industry

• 9 years human resource experience; recruitment, coaching and training employees

• Project management and process integration

• Proven sales and service strategies

• Superior analytical thinking and attention to detail

• Strong leadership ability with a results oriented outlook

• Accountability with the desire to produce results

• NMLS ID#766711

EMPLOYMENT:

2010-Present, Assistant Branch Manager, Rockville Bank (promoted from Branch Supervisor)

• Represented Rockville Bank in various community, public relations events

• Lead a team of tellers, platform persons and supervisors in bank operations and sales

• Coached and enhanced consultative sales skills to increase deposit account base by 20% and a collaborative

branch goal achievement of 200%

• Personally selected to participate on the policies and procedures committee

• Set operational and sales objectives to exceed bank wide expectations

• Licensed MLO

2007-2010, Insurance Agent, Liberty Mutual

• Increase market penetration of Liberty Mutual products through prospecting new and existing clients

• Performed community outreach to solidify the Liberty Mutual brand in the local marketplace

• Conduct onsite presentations for new and existing corporate accounts

• Facilitator of educational seminars on insurance

2005-2007, Inbound Sales Supervisor, Seton Identification Products

• Organized, planned and instituted the call centers business continuity plan

• Coach and develop a team of 38 inbound customer service reps

• Transition to a sales based environment by creating a performance based incentive plan

• Conducted performance reviews and disciplinary actions

• Streamlined process integration with newly created call center in the Philippines

• Increased average order to call ratios resulting in millions of dollars in additional revenue

• Supported human resources through resume sourcing and career fairs

2005 Account Manager, AFNI Insurance Services, Inc.

• Implement, support and train insurance agents on a proprietary network for business continuity across the

country using web based applications

• Assist assigned insurance agents with business continuity planning

• Work with clients on designing websites

• Accounts receivable and collections

2002-2005, Customer Service Manager, Sovereign Bank

• Manage a staff of 10 platform persons in operations and compliance

• Conduct annual and interim performance reviews

• Monitor and track employee performance

• Prepare weekly and monthly budget reports

• Oversee and evaluate compliance to federal and bank regulations

• Recruit, interview and hire new employees

2000-2002, Personal Lines Insurance Agent, Auto Club of Hartford (AAA)

• Met and exceeded sales goals and objectives

• Manage client base and expand on services through cross sell efforts

• Create and evaluate monthly production reports

• Utilize a consultative sales approach to match products and services to prospects and existing clients

1997-2000, Customer Service Consultant, The Hartford Insurance Group (promoted from Customer Service

Representative)

• Team Excellence Award

• Coach and develop new employees

• Streamline widowed persons program and conduct various training sessions for implementation

CIVIC AFFILIATIONS:

Connecticut Chapter Chairman for the Von-Hippel Lindau Family Alliance (VHLFA)

Ann Riley 860-***-****

Contact this candidate