Business Operations Manager

Heather C. Hanshaw

Prospect, OH 740-***-**** *******.*******@*****.*** www.linkedin.com/in/heatherhanshaw

STRATEGIC DELIVERY OPERATIONS LEADER

Highly accomplished, self-motivated, and results-driven professional with extensive experience in management, operations, recruiting, and training. Skilled in all aspects of operational management including customer service, cost control, revenue development, employee management, and accounting. Thrives in a fast-paced, competitive, and evolving environment. Leads and motivates diverse teams to achieve corporate goals and objectives. Able to learn and apply new skills quickly. Analytical problem-solver with a high level of accountability and integrity. Committed to expanding market share, ensuring client satisfaction and company success.

CORE COMPETENCIES

Account Management Problem Resolution Team Training and Leadership Client Relations

Sales Mentoring and Coaching Contract Negotiations Lean Six Sigma- Yellow Belt Excellent Communication

Full cycle recruitment Strategic Planning Project Management Process Development and Improvement

Stakeholder Management 3rd Party Vendor Management SaaS and Proprietary Software Systems

PROFESSIONAL EXPERIENCE

AAA Club Alliance, Inc (previously AAA Ohio Auto Club), Worthington, OH February 2020 – July 2024

Manager, Insurance Operations

Supported operations for a 560,000 + policy independent insurance agency, including personal and commercial lines.

Assessed, refined, and implemented processes, best practices, and procedures to drive consistency and maximize agency performance.

Led the transition from an office-based workforce to a remote work environment, researching and implementing support technologies for a seamless WFH shift.

Played a key role in integrating and merging multiple agency systems, including AMS360 and Applied Epic, to ensure a fully functional data flow. Introduced technologies such as Agent Sync, Insurlink, ClientCircle, docusign and twilio.

Managed the transition and consolidation of an agency closure into another entity.

Served as the primary liaison for insurance carrier relationships and system integrations.

Oversaw onboarding and licensing of agents across multiple carriers and states, ensuring compliance and efficiency.

Developed a comprehensive onboarding guidebook to streamline training and development for new hires, including agents, customer service, and operations teams.

Created and maintained internal web pages, newsletters, and content to improve communication and resource accessibility.

Established and led the Agency Advisory Council to align agency goals with frontline feedback and industry best practices.

Tracked and analyzed key performance indicators (KPIs), including retention reports, Net Promoter Score (NPS), campaign performance, lead tracking, and budget adherence.

Planned and executed quarterly meetings, carrier presentations, and internal contests to drive engagement and performance.

Organized community service projects to enhance corporate social responsibility and team collaboration.

Designed compensation plans, modeled performance incentives, and conducted research and escalations to optimize agency operations.

Coordinated with carrier partners to strategically deploy ancillary campaigns, ensuring well-timed outreach for maximum impact.

Led quality assurance (QA) processes for internal audits to uphold agency standards and prepared for external audits to ensure compliance and operational excellence.

Managed and maintained budgets, ensuring financial efficiency and alignment with agency objectives.

Adecco, Marysville, OH December 2018 - November 2019

Senior Enterprise Strategic Delivery Manager- Honda Alliance Office

Oversaw an $85M dollar global client account and mobilized a staff of up to 18 including recruitment office and on-site presence, as well as hiring, firing, and performance management. Directed the team in providing staffing for production, clerical, administrative and special projects.

Collaborated with the Honda Talent Management team to add over 1800 associates in under a year while reducing 40% of the contingent workforce to meet the changing business demands of the customer.

Overhauled programs to achieve changing workforce demands.

Increased customer satisfaction scores by 18% through change management of processes and workplace culture.

Facilitated transition and integration to upgraded ATS. Recognized as a “subject matter expert”.

Stafford Technologies, Worthington, OH October 2018 - December 2018

Contract Corporate Recruiter

Assumed a project-based role to hire internal sales and recruitment roles for the organization’s office expansion into a new market of St Louis, MO.

Successfully hired and generated a pipeline of candidates for future, developing roles.

Mentored local employees to improve recruitment flow and output.

Consulted leadership team on process improvements and best practices.

Vernovis, Powell, OH September 2015 - October 2018

HR Operations Specialist/Corporate Recruiter/Senior IT Recruiter

Recruited as a utility employee for a boutique consulting firm focusing on mid to senior level accounting, information technology and cybersecurity. Worked closely with the leadership team to define the mission and goals of the start-up organization.

Engaged in full cycle recruiting for internal roles and technical consulting roles with outreach to active and passive candidates. Developed, defined and implemented processes around internal and consulting recruitment.

Spearheaded Operational Best Practices around recruitment, performance management and implementation of ATS.

Participated in review and final selection of insurance benefits and company tools.

On-boarded internal employees and consultants.

Established and managed social media presence.

Randstad General Staffing, Worthington, OH May 2014 - September 2015

Staffing Consultant

Oversaw all daily operations to increase profitability of business including volume, pricing, and management of sales.

Utilized technology and relationship building skills to match employees with clients to fill talent gaps; established and executed service delivery timelines to satisfy demands of clients.

Collaborated as part of a two-person unit to execute full cycle sales, service and recruiting in the administrative and accounting sector.

Converted an under-performing branch into a productive unit meeting the defined company metrics. Achieved YOY growth and budgetary numbers. Achieved performance profitability with limited leadership.

Brickman Facility Solutions, New Albany, OH May 2010 - November 2013

Regional Operations Manager, Interim National Account Manager (NAM)

Directed a team that oversaw landscaping and snow management services for large, multi-state, geographically dispersed real estate portfolios.

Commercial property management for high profile retail customers, highly regulated daycare providers, financial institutions, big box stores and other national commercial clients. Managed snow removal, landscape maintenance and sweep services for over 1000 properties in a multi-state region.

Began as Area Manager and received 5 promotions, served on various committees to improve and define standard operating procedures, best practices and promote interdepartmental cooperation and cohesiveness.

Hired, trained and developed a team of 13 operation support and field service personnel and approximately 160 service partners. Oversaw team’s production and executed personal production. Fostered all aspects of employee development.

Served as account executive for a $4 million dollar account during implementation of the new operating system. Developed relationships with 3rd party vendors and defined processes and procedures for engagement. Appointed point of contact for all levels of the partner organization and vendor management. Interacted with multiple levels of client hierarchy to ensure high quality and service expectations were met.

PREVIOUS RELEVANT EXPERIENCE

Robert Half International, Dublin, OH Division Director – Accountemps

Divided time between business development and recruiting functions to introduce services to prospective clients, build upon existing clients and recruit and place temporary associates.

Earned three promotions crossing into two areas of focus (Accountemps and Office Team).

Hired, trained and developed a team of staffing managers, oversaw team’s production and executed personal production.

Recruited staff to executive level candidates for placement in FORTUNE 500 and other top companies.

Cultivated business relationships via telephone and in-person presentations with senior level executives at International, National and local companies. Negotiated bill rates and conversion fees.

Actively marketed a target list of 150+ companies to meet the accounting and finance contingency needs. Cold called new companies to seek out new business for temporary, project and/or full-time staffing solutions.

Enterprise Rent A CAR Branch Rental Manager

Earned seven promotions including manager of the largest home city branch in the Columbus metropolitan market. Managed a staff of 15-20 diverse employees, trained new hires and oversaw on-going development in the management program, maintained an overall employee retention rate of 25% higher than the regional average.

Created and executed daily branch operational plan that included cost control efforts to increase overall profitability, Achieved operational profit consistently higher than regional averages, increased sales profit by greater than 20%.

LICENSES

Ohio Insurance License, Property and Casualty, Life (Active)

EDUCATION

Bachelor of Arts, Political Science Minor in Leadership Studies, History, and Writing, College Honors Program

Marietta College, Marietta, Ohio Graduated Cum Laude

Contact this candidate