Craig Canode Email & Phone Number

Oregon - Remote

• Planned and executed pilot project to bring chat support functionality to the online insurance purchasing process for Freeway Insurance.
• Project Management and Retail Subject Matter Expert for six concurrent projects, providing updates, timeline oversight, and stakeholder engagement.
• Completed Oregon Property & Casualty coursework and state exam. Received State of Oregon Insurance License upon completion and passing score.

• Pioneered Client Service Manager role supporting third-party dealer channel and account directors. Defining best in class client solutions and single-threaded support model.
• Gathered feedback through field visits, hearing directly from the dealer organizations, frontline employees to executive-level leaders. Utilized the feedback to create thoughtful problem solving of pain points through.
• Enabled a Dealer Insurance Compliance program through work with a 3rd party vendor to ensure contractually required insurance requirements were being met for 3000+ dealer locations.
• Maintained tool and schedule for managing third-party dealer hierarchy, enabling accurate commission payout and reporting.
• Initiated reporting process improvements resulting in 3K hours annually of manual task reduction. Enabled self-service reporting for dealer channel and removed Account Managers from on-demand reporting tasks.
• Established escalation path to ensure our internal and external customers' needs are met.

Bellevue, Washington, United States

• Led Annual Operations Summit event for all third-party dealers to engage directly with HQ operations teams for planning, training, and operational efficiencies. Responsible for event planning, communications, dealer.
• Dealer channel communication content editing. Improved communication readership and clarity, resulting in a 35% reduction in questions or follow-up activities.
• Reduced dealer communication failures by 42% by implementing process improvements with the Sales Communication teams, and by creating and maintaining accurate dealer specific distribution lists.
• SharePoint administration for internal team and external dealers. Providing secure access to team documentation and workflows.
• Security Point of Contact (SPOC) for the SAP requests from the Branded Dealers. Resolved any critical access issues allowing frontline users to complete daily processes.
• Created process documentation and standard operating procedures for team responsibilities, ensuring consistency and continuity.

Bellevue, Washington, United States

• Built report card-style reporting for the Retail Audits, allowing the account teams and dealers to see how the stores are performing and areas that need attention.
• Setup process for extending the validity date of the Dealer's SAP accounts proactively before they expire, ensuring no lapse in access.
• Eliminated potential for new dealer owned retail locations to open without required system and customer experience element readiness using a "Go/No Go Checklist." Resulted in 3-day average reduction in new-store.

Bellevue, Washington, United States

• Designed the Access database that contained all data and processes used by the Store Opening Team. Created documentation for training purposes.
• Created weekly and monthly reporting to various cross-functional teams including Supply Chain, Treasury, Merchandising, and Retail Operations.
• Provided ad hoc reporting including data for metrics, forecasting and planning.

Bellevue, Washington, United States

• Developed, maintained and published weekly and monthly performance management metric reporting for the Business Operations department leadership.
• Executed ad hoc reporting and analysis upon requests from Directors and/or directly from the Vice President of Business Operations.
• Work cross-functionally to automate reporting.

Bellevue, Washington, United States

• Compiled and published monthly metrics for the National Order Management department.
• Gathered, analyzed and documented business requirements for process improvement initiatives.
• Developed and executed test plans for enhancements and annual SAP system upgrades.
• Created user documentation and delivered end-user training for new procedures and procedural improvements.

Bellevue, Washington, United States

• Owned all customer service and satisfaction responsibilities as single point of customer service contact for a niche cellular reseller.
• Managed accounts payable and receivable preparations.
• Maintained product inventory through timely ordering and auditing.