Insurance Agent Customer Service
Resume:
Jaice Brown
Director of Operations & Licensed Insurance Agent
Saint Louis, MO 63105
*********@*****.***
PROFESSIONAL EXPERIENCE
TTEC, Remote/Home Office — Temporary Licensed
Medicare Sales Agent September 2025 - PRESENT
● Client education: Explaining Medicare
benefits, coverage options, and plan
comparisons to potential and existing
clients.
● Sales and enrollment: Guiding clients
through the enrollment process for new
or transitioning plans.
● Prospecting: Facilitating inbound calls to
prospective members and following up
on leads.
● Customer service: Assisting members
via inbound and outbound calls to
answer questions, resolve issues, and
build rapport.
● Compliance: Ensuring all sales and
activities comply with federal and state
Medicare regulations and deadlines.
● Record keeping: Maintaining accurate
and detailed records of client interactions
and sales activities using CRM systems.
● Continuous learning: Currently adhering
to Missouri Insurance License
regulations concerning ongoing training
requirements for recertification.
Blite Consulting LLC, St.Louis,MO —
Sole Proprietor
August 2024 - Sep 2025
● Studied markets to determine optimal
pricing of goods and capitalize on
emerging opportunities.
● Optimized team hiring, training, and
performance.
● Entered income and expense details into
business databases to track purchases
and address variances.
● Consulted with customers to assess
needs and propose optimal solutions.
● Identified plans and resources required
to meet project goals and objectives.
● Planned, designed, and scheduled
phases for large projects.
PROFESSIONAL SKILLS
Proficiency: Monday.com, Trello, Aloha, Toast,
Oracle, PeopleReady, PeopleHub, Microsoft
Office Suite (Word, Excel, PowerPoint,Access),
7Shifts, PlateIQ, XtraChef, FoodPro, Zomato
Base, Square POS, Capcut, NexcusClips, KlingAi,
Flow, OBS. Software Knowledge: N8N, Tableau
& Jira, Workday, ADP, Kronos, HubSpot CRM,
Salesforce Sales Cloud.
PROFESSIONAL BACKGROUND
Highly accomplished Director of Operations
with 20 years of progressive experience in
large-scale retail, food service, and university
dining environments & 10+ Years Upper-Level /
Senior Management Project Management.
Proven expertise in strategic planning,
program management, and end-to-end
execution of projects that significantly
transform operational processes, drive
efficiency, and enhance customer experience.
Adept at managing multi-million dollar
budgets, leading diverse cross-functional teams
(50+ staff), and influencing senior leadership.
Possesses strong critical thinking and data
analysis skills, with a track record of identifying complex problems, developing data-driven
solutions, and ensuring optimal process
outcomes while minimizing risks. Enthusiastic
about applying a deep understanding of
operational intricacies and customer- facing
dynamics. Driven Small Business Owner with
excellent business acumen, creativity, and
leadership skills. Offers advanced experience in
developing marketing strategies, identifying
business opportunities, and generating sales in
the Digital Media & Content Creation industry.
Collaborative leader partners with coworkers to
promote engaged, empowering work culture.
● Generated standard and custom reports
to provide insights into business
performance.
● Implemented business intelligence
solutions to increase operational
efficiency.
Designed and developed data pipelines
to acquire, clean and process data.
● Tracked trends and suggested
enhancements to both challenge and
refine company's product offerings.
● Cultivated and strengthened lasting
client relationships using strong issue
resolution and dynamic communication
skills.
Kaldi’s Coffee Roasting Company,
St.Louis, MO — Director of Operations
August 2022 -August 2024
● Led end-to-end execution of
large-scale projects focused on creating
operational efficiencies, implementing
new standard operating procedures
that transformed business processes
across three establishments,
significantly improving top-line
metrics and team member retention.
● Functioned as a steward for critical
support processes, ensuring proposals
for change optimized key metrics,
elevated the customer experience
(prioritizing the 'GOAT experience'),
and systematically minimized
potential risks in high-volume
environments.
● Partnered closely with cross-functional
stakeholders, including external
vendors, clients, and internal General
Managers, to scope and execute
initiatives, demonstrating ability to
manage multiple stakeholders with
varying priorities and drive
commitment to shared goals.
● Managed a substantial $15 million
operational budget, applying critical
thinking and data-analysis skills to
navigate complex financial data sets
and inform strategic decision-making
that optimized costs and drove
Documented strengths in building and
maintaining relationships with diverse range of
stakeholders in dynamic, fast-paced settings.
Proactive and goal-oriented professional with
excellent time management and
problem-solving skills.
Bon Appetit Management Co, St.Louis, MO
— Retail Manager, Washington University
January 2019 -August 2022
● Promoted from Supervisor to Management
after 6 months.
● Oversaw and optimized business processes
across diverse university dining and retail
operations (coffee shop, bakery, grocery,
dining facility), ensuring effective and efficien
workflows that supported a positive custome
experience.
● Utilized critical thinking and data-analysis
skills to meticulously track and report on key
performance indicators (KPIs), including cash
handling, sales performance, inventory
analyses, and P&L adjustments, to the
Controller and other senior stakeholders.
● Partnered cross-functionally with the
university Marketing department to design
and execute marketing initiatives,
demonstrating strong communication skills
articulate complex strategies and align teams
towards shared goals.
● Acted as a crucial liaison between the
university and management, successfully
navigating varied priorities and ensuring
alignment of operational goals with
institutional objectives and new project
launches.
● Drove support-centric projects related to
health and safety (e.g., COVID-19 prevention
protocols), demonstrating an acute interest in
digging into process details to ensure
compliance and minimize operational risks.
● Offered hands-on assistance to customers,
assessing needs, and maintaining current
knowledge of consumer preferences.
profitability.
● Served as a subject matter expert for a
team of 50+ staff, driving process
improvement and optimization efforts
by revamping existing systems,
resulting in lowered Cost of Goods Sold
(COGS), higher volume, and enhanced
guest satisfaction. Directly managed
stakeholders in senior leadership,
reporting to the Chief Operating Officer
and contributing to strategic planning
and execution to maximize operational
impact.
● Spearheaded innovative approaches to
resource allocation and strategic
planning. Leveraged professional
networks and industry knowledge to
strengthen client relationships.
● Collected and interpreted key metrics
to determine which programs met
desired outcomes or required further
streamlining for success.
● Managed procurement activities to
secure resource acquisitions at best
possible cost.
● Reduced budgetary expenditures by
effectively negotiating contracts for
more advantageous terms.
● Managed purchasing, sales, marketing
and customer account operations
efficiently.
Fridas, St.Louis, MO — General
Manager
January 2016 - January 2019
● Managed program initiatives to transform
company operations, including implementing a
revised inventory system focused on optimizing
storage and ordering, leading to a quantifiable 6% decrease in food waste-related losses.
● Improved support processes and operational
efficiency, achieving a remarkable 19% increase in daily covers served without additional labor costs, by enhancing service sequences, order expediting,
and table-turn times across dining outlets.
● Demonstrated experience digging in to
understand how new technical products work by
training 40+ staff on multiple POS systems (Toast,
● Trained and developed new employees for
ease of transition into the team. Managed
purchasing, sales, marketing, and customer
account operations efficiently.
● Tracked trends and suggested enhancements
to both challenge and refine the company's
product offerings.
● Tracked employee attendance and punctualit
addressing repeat problems quickly to preven
long-term habits.
● Recruited, hired, and trained initial personne
working to establish key internal functions
and outline the scope of positions for new
organization.
● Negotiated prices and service with customers
and vendors to decrease expenses and increas
profit.
● Identified and resolved unauthorized, unsafe,
or ineffective practices. Established positive
and effective communication among unit sta
and organization leadership, reducing
miscommunications and missed deadlines.
● Advised, coached and counseled managers an
staff to support human resources policies,
procedures, programs and labor relations.
● Maintained technical knowledge of
regulations, industry trends and applicable
laws regarding human resources for operatio
US Air Force, Ramstein, Germany — Air
Transportation Journeyman
January 2016 - January 2019
Dedicated Air Transportation
Journeyman with 4 years of
comprehensive experience in
overseeing cargo operations
and ensuring compliance with safety
protocols. Proficient in managing
logistics and coordinating complex air
transportation activities. Committed to
enhancing operational efficiency and
delivering high-quality service in
fast-paced environments.
● Skills : Safety Compliance, Conflict
Resolution, Training And
Mentoring, Dangerous Goods
Handling, Air Transportation
Aloha, Zomato Base, Square), identifying and
addressing agent pain points during adoption.
● Consistently exceeded monthly sales goals by
10%+, leveraging data analysis and process
improvements in front-of-house operations to
optimize customer engagement and drive top-line
revenue.
● Drove year-over-year business growth while
leading operations, strategic vision, and
long-range planning.
● Implemented operational strategies and effectively built customer and employee loyalty.
● Provided thoughtful guidance to personnel in
navigating and resolving snags in productivity.
● Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
● Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
● Cultivated and strengthened lasting client
relationships using strong issue resolution and
dynamic communication skills.
EDUCATION
University of Missouri Saint Louis, —
Accounting- No Degree
2011- 2017
150 Hours of Relevant Coursework Towards A Bachelor’s of Science in
Accounting.
Auditing & Assurance Services
Accounting Information Systems
Cost Accounting/ Managerial Accounting
Financial Reporting & Analysis
Business Law & Legal Environment of Business
PROJECTS
Professional Development: Ai & Automated Tool, Designs,
& Processes, Medicare Licensing.
Logistics, Materials Handling
Equipment Operation
● Assessed competing priorities to
determine necessary
supplies, vehicles and personnel to
complete transport duties.
● Adhered to established protocols and
safety procedures for loading and
transporting potentially hazardous
cargo.
● Coordinated transport of food and
medical supplies for
prompt delivery to correct destination.
● Inspected all received aircraft parts to
verify compliance with FAA
regulations. including planning,
scheduling, and processing eligible
passengers and cargo.
● Maintained air movement records and
reports, utilizing computer systems to
provide in-transit visibility over
passenger and cargo movement
operations, demonstrating early
experience with operational data
management.
● Analyzed engineering drawings and
schematics to
troubleshoot systems and diagnose
solutions.
● Managed and adjusted planned
transportation activities
to accommodate unexpected
challenges or emergencies
airdrops.
REFERENCES
Patrick McElroy - September 2020 –
Present 314-***-****
Culinary Director & Campus Executive
Chef at BAMCO for Washington
University; Director of Food Service
Operations for Kaldi's Coffee
The professional capabilities, personal
growth, and operational management
acumen of the applicant have been
observed directly by this individual
over a period exceeding three years.
Ivy Magruder - September 2020 – Present (314)
935-3797
General Manager at Bon Appétit for Washington
University School of Medicine The ethical
management style and diligent focus upon guest
experience exhibited by the applicant, during their tenure as a Retail Manager at Bon Appétit, have
been observed and can be attested to by this
individual, to whom the applicant previously
reported.
Elyse Thomas - January 2016 – Present (314)
709-5768
A fellow leader on Frida's leadership team
The professional development and advancements
in customer service
satisfaction achieved by the applicant during their period as General Manager
have been directly observed by this individual, a
peer within Frida's leadership
collective.
Ryan Goodwin - September 2020 –
Present 518-***-****
Director of Retail Operations - Kaldi's
Coffee Company; Resident District
Manager at Washington University,
Danforth Campus for BAMCO
The cultivation of client relationships,
adherence to fiscally responsible and
sustainable practices, and the
development of a guest- and
team-oriented mindset were observed
by this individual during their tenure
as the applicant's immediate superior
at Kaldi's. Furthermore, the capacity for
foundational team construction has
been attested.
Lena Pancake - September 2020 –
Present 636-***-****
Controller for Kaldi's Coffee Company;
On-Site Controller for BAMCO
Oversight of financial operations,
including the accounting for revenue,
inventory, labor, and expenses across
21 units, encompassing an annual
revenue exceeding $19 million, has
been conducted by this individual. The
implementation and maintenance of
financial controls and workflow
processes, along with support for
forecasting, budgeting, memoranda,
and proformas, have been managed by
the applicant under the direct
supervision of this individual
for a period exceeding three years.
Proficiency in the Micros POS system
has also been demonstrated.
Contact this candidate