Jim Fridy Email & Phone Number

Greensboro/Winston-Salem, North Carolina Area

Winston Salem, North Carolina

USI acquired Wells Fargo Insurance December 1, 2017. Conducted virtual facilitation of agency and document management systems, data analysis of questions captured from classes, training resources development and maintenance, on-site systems conversion support for newly acquired agencies, and systems and process Q&A support. • Successfully supported the Wells Fargo Insurance acquisition and conversion of over 1000 employees to USI's systems and procedures.

Winston-Salem, Nc

Facilitated agency management and carrier systems, process and procedure, soft skills, and coaching development training for over 300 personal lines sales agents and managers across contact centers in Winston-Salem, Phoenix and Minneapolis. • Increased customer satisfaction scores as project manager and trainer for new sales and service soft skills program. Achieved excels facilitation marks and received recognition for program implementation across national call centers. Grew skill development across organization via implementation of post training skill enhancement program.• Successfully trained via video conference a 5-day customer sales class with Wells Fargo Insurance QA team based in the Philippines. Received recognition for providing an excels trainee experience for a subject traditionally taught in a classroom.• Earned certification to facilitate Customer Experience Leadership training. Successfully trained Insurance leaders how to apply Customer Experience coaching skills in team member interactions.

Winston-Salem, Nc

Successfully led a call center deposit team focused on handling immediate needs of members. Coached team to focus on growth by building relationships, establishing trust and providing education about products and services that match identified member needs. Monitored and evaluated recorded team member calls and provided behavior based coaching. Grew deposits organically versus product pushing.

Promoted to Customer Care Manager. Managed and trained quality program for agency, claims loss taking, direct call centers and back office operations including operations located in the Philippines and India.• Developed and managed the Customer Care (Quality) program for sales, service and claims call centers. Delivered and trained program expectations, led manager calibration sessions, and generated monthly reports.• Successfully created customer service culture focused on empathy, education and empowerment soft skills improving customer satisfaction results.

Policy Services and Sales Trainer, 2000 - 2005Provided technical and soft skills training and designed training materials. Trained call center and processing operations. Level 1 training evaluations exceeded 97% . As part of Human Resources I conducted professional development courses.• Facilitated workplace diversity classes• Co-sponsored corporate Toastmasters club

Managed Safety program for manufacturing operations. Developed and conducted training programs for entire operations. Responsible for maintaining OSHA and EPA compliance. Reduced reportable injuries by 50% between 1995 and 1999.

Managed chemical warehousing and distribution operations for two facilities in NC. Oversaw packaging, warehousing and trucking operations. Conducted all safety, DOT and environmental training including documentation. Supervised up to 16 employees. Conducted employee reviews and provided necessary coaching.

Responsible for a 30 county sales territory and $2.3 million in hazardous waste services and chemical sales annually. Promoted to Territory Manager from Sales Rep in 1985.