Operations Manager Project

PROFILE

Comprehensive experience in business for over 20 years, including over 10 years experience in Training and Development, Performance Management and Human Resources. Demonstrated success in leadership development, facilitation, and consultation in order to meet/exceed overall organizational performance goals. Areas of expertise include:

Training and Development

Leadership/Management Training

Change Management

Interpersonal Skills

Adult Learning Theory

Facilitation & Presentation

Performance Management

Instructional Design/Delivery

Succession Planning

Workflow & Process Management

Mentoring/Coaching

Sales

PROFESSIONAL EXPERIENCE

GoHealth 9/2021 – Present

Responsible for assisting clients with Medicare and Major Medical to help them reach their goals for medical insurance. Received in-bound calls and exceeded all minimum standards.

FIVE RINGS FINANCIAL-Ft Collins, CO 03/2017- 08/2021

Responsible for assisting clients to find solutions to help reach their financial goals. Expertise in offering life insurance with living benefits and annuities that allow clients to be well-prepared for retirement or to save for other significant life events.

AT THE TOP LLC-Loveland, CO 1/2010 – 09/2018

Owner and Operations Manager

Successfully manage the day-to-day operations of a local franchise, Taste of Philly. Lead all levels of employees to deliver a quality product efficiently and effectively to our clientele daily. Responsible for leadership, finance, human resources, quality, and the operations of the organization. Successfully train all new employees to be effective and productive in a timely fashion.

DALE CARNEGIE of COLORADO-Ft Collins, CO 03/2007 – 01/2010

Consulted with C-level decision makers and other business leaders to identify performance deficits and provide recommendations for solutions to lead to high performing teams achieving or exceeding measurable organizational goals. Developed business relationships; create sales with decision makers to recommend appropriate performance improvement solutions. Provided leadership and/or interpersonal skill coaching to further enhance customer’s performance.

SEDGWICK CLAIMS MANAGEMENT SERVICES, INC.- MEMPHIS, TN 03/1995 – 02/2005

Sedgwick CMS is an industry leader in the provision of cost-effective claims management services for workers’ compensation, employers’ liability, general liability, automobile liability, and short and long-term disability claims.

Director of Training 2003- 2005

Responsible for directing the business functions of companywide training and organizational development including the integration of diverse learning functions; to support business objectives and performance; to create a learning infrastructure through culture development; and to utilize appropriate technology resources, partnerships with senior management, organizational knowledge, and information management. Advised senior leaders on the strategic planning, creation, and implementation of progressive learning opportunities.

Successful administration of budgets up to $3M. Collaborative partnership with senior management to create, plan and implement progressive learning opportunities aligned with business goals at the organizational level.

Introduced performance improvement systems including gap analysis identifying opportunities for improvements in skills/knowledge training and work environment; reinforced the company’s core values, supported its business strategies, and fostered a continuous learning environment.

Participated in strategic planning sessions involved in training related performance improvement initiatives ensuring coverage of critical needs and preventing redundancy of effort.

Spearheaded, developed, and implemented just-in-time training resources to all colleagues through intranet and on-line resources.

Executed successful change management programs winning the support of employees for new business initiatives.

Facilitated communication/interpersonal skill training to field offices with the focus on improved culture and colleague empowerment so that a cohesive vision statement was created, and functional projects identified and worked to make the vision a reality. This resulted in improved overall performance as measured objectively by senior management for every office who participated in the program.

National Program Developer 1999 –2003

Responsible for the full scope of the learning process including needs assessment, planning, course development, implementation, reinforcement, and evaluation. On a recurring basis analyzed, conceptualized, planned, and initiated appropriate actions which enhanced human performance in support of business goals. Partnered with other key departments to oversee the skillful, methodical, and graceful management of information, including database results, building appropriate interventions for improved human performance.

Created and delivered leadership training to meet organizational needs and enhance leadership & management performance. Key curriculum included communications & human relations, HR issues, interviewing/hiring, performance improvement and employee relations. Training received consistent ratings of “excellent” by over 400 attendees.

Served in an advisory capacity to Sedgwick CMS offices for a broad range of consulting services including identifying performance gaps, evaluating causes and recommended solutions at the organizational level to improved measured results and work environment improvements.

Managed the essential elements of human performance improvement by identifying solutions to correct substandard claims handling performance.

Operations Auditor 1997 – 1999

Responsible for conducting operational and claims technical reviews and monitoring for compliance with the organization’s standards and procedures. Served as project manager for successful solution implementation of a broad scope of quality-related initiatives. Completed special client-specific audits to measure company’s compliance with the servicing agreement and provided written analysis as appropriate.

Operations Manager – Workers’ Compensation 1995 –1997

Accountable for the technical and operational functions including the compliance with company standards and industry best practices. Ensured consistent delivery of quality services. Interviewed, hired, and established colleague performance development plans; conducted colleague performance discussions. Responsible for budget preparation to include profit and loss management.

Established policy and procedures to assure compliance to best practices, claims management services standards, state regulations, and client service requirements.

Established local business plan with goals and objectives in line with the overall organizational objectives.

Monitored management reports relating to the partnership/office performance.

Provided a flexible and fluid leadership style that released the energy and spirit of colleagues for maximum performance

Established clear, specific, measurable performance goals and standards

EDUCATION/TRAINING

BA, Sociology; Certified in Criminal Justice; Minor in Psychology, Colorado State University

Professional in Human Resources

Associate in Management

Certified Coach Facilitator

MBTI® Charter Certification

Performance Consulting Certification

Life Insurance License

Accident and Health License

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