Customer Service Training
Resume:
Mark A Roland, Med
**** ** **** ***., **** Coral, FL 33914
dk0wid@r.postjobfree.com
Multifaceted, resourceful, management professional with a distinguished career and over 25 years experience in client relations, analyzing, educating, and implementation of programs while growing a successful business. Ability to build solid relationships with clients, staff, and strategic partners across multiple organizational levels.
• Provided leadership and training which lead our district to finish first in the state three years consecutively.
• Produced, managed, and retained top performing teams through highly effective training, policies, procedures, best practices, creative tools, and analytical thinking resulting in effective attainment of client objectives.
• Proficient at managing all phases of the project life cycle, from needs assessment to implementation and evaluation while maintaining a large volume of work in several different areas at once.
• Exceptional interpersonal skills while handling sensitive matters with tact, poise, and diplomacy. Communicate and interact with individuals at all levels.
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Client Needs Assessment • Strategic Planning • Client Relationships • In Service Training Program & Project Management • Facilitation Management • Resource Allocation
Professional Experience
Insurance Agency, Lincoln, Nebraska • 1993-2010
Agent-Self Employed
Founder of this highly profitable agency with a reputation for contributing to the profitability, performance, and growth of the company. Spear headed marketing programs, strategic planning, and customer service initiatives to meet client objectives and company profitability. Provide education to clients and agents in all aspects of insurance and financial needs. Solely responsible for all operations of the agency to include hiring, training, managing, & sales.
Key Accomplishments:
• Accounted for agency growth from infancy to over 2 million in revenue.
• Achieved and maintained superior levels of client satisfaction by ensuring continuous delivery of quality products and outstanding service.
• Selected by District Manager to provide quality training to new agents in the district.
• Company selected Commercial Specialist; providing field underwriting and training to agency force.
• Continuously achieved and awarded annual trips for profitability and production.
• Investment professional helping clients achieve financial success.
• Crop specialist meeting the goals of Farmers in achieving a profitable marketing program.
• 14+ years of achievement and consistently ranked in the top 10% of sales organization.
Nebraska Department of Education, Lincoln, Nebraska 1992-1993
Vocational Rehabilitation Counselor
Implemented services which resulted in clients with disabilities obtaining employment. Identified transferable skills, limitations, and possible careers based on disability situation. Developed training programs and allocated state assets for retraining.
• Knowledge on physical and mental impairments and their effects on vocational and social adjustment; psychological tests, and other evaluative techniques.
• Implemented techniques and principles of diagnostic interviewing; counseling and placement of persons with vocational/occupational handicapping conditions.
• Case load of over 80 clients promoted motivation, organization, and results driven skills.
United States Air Force, Malmstrom AFB, Montana
Trainer/Missile Launch Officer 1987-1992
Chief of Law Enforcement, Air National Guard, Lincoln, NE 1980-1985
Shift Security Supervisor, Ghedi, Italy 1976-1980
Executed missile combat crew operations by maintaining readiness to execute, then launch ICBMs and apply current directives for targeting, execution, and positive control of ICBMs. Direct training activities of missile crew members to carry out Presidential directives.
• Research, develop, and provide training operations for 190-missle crew members to operate the Minuteman Weapon System.
• Assessed job requirements and assigned personnel in order to meet organizational and presidential requirements.
• Implemented computer training tracking system to insure proper follow up training and produce statistical reports to meet combat ready directives.
• Qualified for and maintained Top Secret Extremely Sensitive Information Clearance.
United States Post Office, Lincoln, Nebraska 1981-1987
Supervisor of Mail/Postmaster
Supervised 30-40 personnel in the sorting, distribution, and delivery of mail. Recruited to serve as Postmaster in order to reestablish on time delivery while the position was vacant.
Education
• Licensed in Property Casualty, Health, Life, Crop, and Variable Products (Series 6)
• Associate in Insurance Services
• Masters of Education with an endorsement in Guidance and Counseling
• BS in Home Economics majoring in Human Development and the Family
Professional & Organizational Experience
• Board Member for Cass County Rural Water District
• Member National Association of Insurance and Financial Advisors (NAIFA)
• President of the congregation at Immanuel Lutheran Church
References
Upon Request
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