Office Operations Manager

Drew Herman

*** **** ***** ******, #****, Chicago, IL, 60610

312-***-**** • *******@*****.***

SUMMARY

Management professional adept at analyzing internal operations and resolving problems with a client service focus. Proven experience in operations, marketing, administration, and customer service & sales support. Recognized for coaching and leading teams in a fast paced environment.

PROFESSIONAL EXPERIENCE

Variable annuity life insurance co, Chicago, IL 2004-2010

An industry leader in tax-qualified retirement plans and supplemental tax-deferred and after-tax investments.

Regional Director of Administration (2009 – 2010)

Directly managed the Marketing, Operations and Scheduling Supervisors and the departments they oversee, consisting of 30 employees in the 16 state region. In addition, managed 14 remote district offices with marketing materials, marketing communications, administrative support and a $10 million operating budget.

Significantly turned around low staff morale, due to regional restructuring, by instilling reward systems and incentive programs, within first 12 months of position.

Evaluated and reduced company spending by identifying unnecessary monthly UPS costs, finding new vendors and identifying sales reps not adhering to the Corporate Reimbursement and Expense Policy.

Worked directly with IT department in improving sales force productivity through the roll out of automated forms and application usage that eliminated client paperwork.

Marketing Operations Supervisor (2008-2009)

Supervised the Operations, Marketing, Call Center, and Sales support personnel, consisting of 15 regional office members and 10 remote branch office employees, including the hiring, training and coaching.

Significantly improved poor employee attendance and tardiness by creating and implementing a regional Time and Attendance Policy.

Marketing Supervisor, Morristown, NJ (2004-2008)

Supervised the marketing support personnel in the regional office, consisting of 4 staff members.

Improved customer response rate by developing and implementing a policy to accommodate customer requests and needs followed by all regional staff members.

Created a marketing project database to track incoming marketing requests that evaluated the efficiency of turn-around times.

Created an annual marketing calendar that effectively organized the department and assisted in yearly budget planning.

Scheduling Supervisor (2004)

Supervised the regional office call center, consisting of 6 staff members.

Increased advisor face-to-face appointment opportunities with clients through use of outbound client calls, by building a regional Phone Room from ground-up, including processes, policies and staffing, within first 2 month of hire.

Drew Herman Page Two

Danbee Investigations, Midland Park, NJ 2002-2003

Corporate investigation services and security consulting services.

Operations Manager/Coordinator

Supervised five field investigators and coordinated client accounts including scheduling investigations, reporting findings and providing timely follow-up services to the clients to ensure their satisfaction with the investigations.

Improved client relations by developing and implementing a plan to review and update backlogged investigations.

Proudfoot Reports, Inc / AON, Melville, NY 1994-2002

An ISO - 9000 certified company that specializes in pre-employment background checks for Fortune 500 clients.

Senior Criminal Investigator

Managed the Information Retrieval and Dissemination process including overall operations and a staff of eight.

Increased production, decreased manpower and reduced costs by collaborating with IT to automate systems.

Reduced company costs by identifying new vendors.

Increased overall employee production and downtime by cross-training staff.

EDUCATION

BS, Mass Media-Communications, State University of New York at Plattsburgh, Plattsburgh, NY

LICENSES

FINRA Series 6

PROFESSIONAL DEVELOPMENT

Essentials of Leadership Class

Building an Environment of Trust Virtual Classroom Course

Dunn & Bradstreet: A Comprehensive Workshop for Effective Supervision

Effective Customer Service Workshop

TRW: Comprehensive Reseller Workshop

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