Agent / Agency Owner
Woodland Hills, Ca, Us
Established and managed all aspects of the high-volume insurance and financial services agency, including overseeing operations, HR, sales, marketing, and finances. Hired, trained, and led a 6-member sales and service team responsible for 1K+ customer accounts. Developed and managed a sustainable and balanced budget.+ Employee Engagement – ¬Created and facilitated staff training, including instructing the team on a proactive customer service approach, enabling the organization to achieve higher than State average client retention.+ Process Optimization – Introduced new systems to modernize the organization and streamline processes, such as working with an IT vendor to implement a secure shared document storage and retrieval system.+ Operational Excellence – Maintained uncompromising levels of regulatory compliance and documentation, resulting in the organization passing all annual audits and successfully and confidently defending rare claims.+ Led the team to secure 2,250 policies and $1M+ premiums over 10 years, with ~30% annual revenue growth, while maintaining unfaltering levels of compliance, integrity, and operational excellence+ Training and Development – Developed and coached the team on systems and procedures (e.g. sales and service scripts, forms, etc.) that drove outstanding customer experiences, increased data integrity, and minimized risk.+ Coaching / Mentoring – Cultivated a culture of collaboration, accountability, and service among the team by facilitating frequent team meetings, consistent one-to-one coaching, and individualized growth plans.
