Vice President
CurrentAs member of senior executive team responsible for service and sales of life, health, annuity and investment products through nationwide client contact center. Developed management team to ensure success of divisional goals. Ultimate accountability for long term, as well as day-to-day, operational efficiency of work flows, call flows (inbound and outbound), operations, systems and procedures within the department. Initiated effort to redesign the sales, service and support processes, personnel, technology and operational guidelines. Established and monitored performance metrics, coaching programs, etc. to assure divisional success. Responsible for integration of multiple distribution channels (face-to-face, contact center & internet). Oversee strategic and day-to-day management of inside sales channel. Enhanced cross-selling program within the Service Team as well as home office based retention efforts to improve persistency. Personally handled all CEO, Board of Director and President complaint calls and letters. Started a subsidiary that performs contact center and fulfillment activities as an outsourcer for other insurance companies. Act as the licensed signing officer on multiple W&SFG subsidiaries.
