Lead a Licensing department of over 100 professionals, fostering a culture of readiness for change, development, continuous improvement, and efficient team processes.Key Achievements: • Successfully led a culture change resulting in improved Gallup survey results.• Achieved a Manager Effectiveness survey score of 4.83 out of 5.00.• Initiated strategic collaboration meetings with key business partners, enhancing coordination with Field Supervision, Compliance, Legal, Sales, and Service.• Increased the utilization of a just-in-time appointment process by over 100 firms, saving on state fees.• Consistently achieved top quartile scores on industry partner scorecards for speed, accuracy, and understanding of partner-specific rules.• Managed an annual budget exceeding $6.0 million.• Implemented robotic process automation to streamline producer onboarding, reduce onboarding time, and enhance scalability.

Led a team of Resolution Consultants, focused on delivering customer-centric service and resolving customer and advisor concerns while building relationships and trust.Key Achievements: • Elevated Gallup Engagement survey score from 4.28 to 4.58 (5.00).• Reduced average time to close member issues from 4.3 days to 2.2 days.• Increased the percent of issues closed within 24 hours from 38% to 62%• Initiated cross-departmental collaboration meetings to drive continuous improvement and support.• Successfully managed multiple business lines in the issue resolution process, including annuity, life insurance, and retirement plans.

Assessed associate calls to ensure quality standards were met, providing coaching and new associate training.Key Achievements: • Contributed to the annuity service center winning the coveted financial industry Dalbar Service Award.• Designed and developed call center quality graphs and reports to inform leadership and identify areas for improvement.

Key Achievements: • Partnered with an External Wholesaler and in one year we doubled the territory inflow of Variable Universal Life sales premium to over $6.5 million. • Established multiple new relationships in the territory to help drive sales and loyalty.

Responsible for leading and supervising a team of call center agents or customer service representatives. Led the team to meet and exceed objectives, such as delivering excellent customer service, achieving performance targets, and maintaining high-quality standards.

My primary responsibilities revolved around helping individuals and businesses open new accounts, providing information on banking products and services, and ensuring a smooth customer experience.