Customer Service Sales

Mick Tinsley

- **** East Canterbury Drive, Arlington Heights, Illinois 60004 ( 312-***-**** * acqnzm@r.postjobfree.com https://www.linkedin.com/in/micktinsley

Performance Summary

A proven Operational and Financial Leader in the Financial Services Industry with a career of distinction, consistency, and success driving multi-million-dollar growth in multiple organizations through the development and maximization of revenue and profit. Effective and detailed, with the ability to create and execute strategic, high-value solutions in both stable and unstable environments and economies. A professional, accomplished, and versatile communicator with proven team building and mentoring skills combined with the ability to instill customer confidence and promote internal and external business relationships that have proven to fortify, drive, and sustain sales and market share while bolstering/growing Shareholder value.

Achievement Categories Represented Below

Financial Leadership

Financial Planning

Claims Optimization

Banking Automation

Operational Leadership

Cost Reductions

Outsourcing

Merchant Processing

Revenue Optimization

Process Automation

Financial Optimization

Finance Strategy

Banking Relationships

Sales Force Automation

Restructuring

Vendor Management

Recruiting Strategy

Retention & Engagement

Training & Development

Financial Analysis

Achievement Categories Detailed

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Combined Insurance Company Of America, (A Division of Ace Group), Chicago, Illinois 2004 - 2015

Vice President, General Financial Services and Vendor Management (2010-2015)

Director, General Financial Services, Billing, and Controls (2008-2010)

Department Head, General Financial Services (Formerly Aon, now ACE Group (acquired in 2008)) 2004 - 2008

Achieved While Vice President, General Financial Services and Vendor Management (2010-2015)

Operational Optimization / Banking Process Automation: Processing delays had the potential to cause customer and claims issues. Created an automation strategy for data extraction and enhanced payment identification and led the team to execute while managing bank relationships for electronic payment receipts. This resulted in earlier funds availability and updated customer policies and records, which improved corporate image, enhanced customer service, and claim processing quality.

Claims Submission Optimization: Called upon by Sr. Management to reduce claims handling times to reduce costs, improve efficiency, and enable faster decision making. Devised the strategy, educated, and led the team in the new processes. Coordinated with outside vendors to ensure availability of internal and external IT resources. Within 30 days, and reduced claim-handling time. This improved customer satisfaction and compliance for claim payments.

Cost Reductions / Outsourcing: Commissioned by Sr. Management to prescribe changes to multiple legacy print systems to reduce costs of usage and maintenance. Vetted issues and evaluated multiple vendors, negotiated, and secured contracts that would reduce system costs 38%. Directed implementation while communicating with leadership and coordinating with Legal and Vendors. These efforts culminated in annual cost savings of $1.2M with permanent expense savings and improved controls.

Revenue Restoration / Merchant Processing: Continually increasing Credit Card payment declination caused policies to lapse, eroding revenue and profit. Conceived a solution and led the team in collaboration with merchant and IT resource availability to implement. This resulted in the ability to re-present failed credit card transactions, a recovery rate of 40%. This restored $3M in annualized premiums within 4 months.

Process Optimization: Duplication in volumes of printed material led to cost overruns. Initiated online implementation and streamlined printed documents and forms and coordinated and trained business units to re-engineer processes accordingly. This aligned key decision-makers with support documentation while anticipating concerns and proactively addressed issues. This reduced operational expense $500K the first year and delivered faster document availability and more efficient reporting.

Mick Tinsley • Page 2

Achieved While Director, General Financial Services, Billing, and Controls (2008-2010)

Cost Reduction: Scanning for applications, claims, and payments slowed, eroding revenue and profit. Called upon by Sr. Management to restore order and improve turnaround time. Developed the solution and communication strategy, identified, approached, negotiated, and secured an outsourced vendor while managing and educating internal related business units. This delivered improved controls that saved nearly $1M the first year and achieved first-ever 24-hour turnaround times.

Financial / Revenue Optimization: Commissioned by senior management to deliver a more efficient revenue capture system. Collaborated with IT to build a solution and verify resource availability, ensured bank account and credit card data security, and improved customer web interface. These enhanced capabilities improved the corporate image and customer service, revenue realization, funds availability, and policy updates, which improved electronic revenue $2M, improving profit.

Achieved While Department Head, General Financial Services 2004 - 2008

Restructure: Recruited to lead newly formed department with multiple financial business units whose operations and costs were out of control. Investigation revealed certain employees/management with outdated skills. Restructured, released, or reassigned underperforming team members and developed, trained, and mentored the new team in Lean. This brought greater efficiency and saved $600K the first year, enabling scalability for growth and agility for change.

Finance / Banking Solutions: Manual payment processing was inefficient and new bank regulations and technologies required a new system. Investigated IT capability and capacity and coordinated with software vendors and worked with banks to establish multiple accounts. This reduced software costs, return volume, and fees while improving float on funds. This automated electronic representation of declines, achieving $400,000 annual savings. Was invited to present at a conference as a result.

Unitrin (Now Kemper), United Insurance Company Of America Chicago, Illinois 1991 – 2004

Assistant Vice President, United Insurance, Field Support (1995 – 2004)

Manager, Field Accounting and Support (1992 – 1995)

Supervisor and Field Training Consultant (1991 – 1992)

Sales Force Automation: Antiquated quoting and premium collection processes escalated costs. Created a process improvement strategy and navigated a technology–resistant sales team to implement. Performed vendor selection for devices and managed project team from a technical and business perspective and coordinated roll out and training. This improved controls, quote, and processing accuracy, delivering $1.6M total operating expense reduction and fueled new sales and retention.

Recruiting / Training / Retention: In an effort to increase retention and increase revenue while reducing policies in arrears, developed and initiated multi-level compensation, recruiting, and licensing training strategies. This enabled faster approval of applicants during the hiring process achieving a 40% increase in state licensing pass rates, eased recruiting and retention issues, and achieved $300,000 reduction in classroom fees annually. This strategy became a Standard Operating Procedure as a result.

Education

University Of Illinois, Urbana-Champaign, Illinois

B.S., Finance (1987)

Specialized Training & CERTIFICATION

Fellow, Life Management Institute (FLMI), 1990

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