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With a robust track record at Covered Insurance, my leadership in agency operations and contact center enhancement was pivotal in driving strategic initiatives that soared policy sales by 160%. My tenure has centered on fostering cross-functional collaboration and spearheading the adoption of Salesforce dashboards to enhance sales agent productivity and customer retention.At Kemper, I managed a substantial portfolio and guided a diverse team of 75 professionals, focusing on policy administration, customer experience and underwriting. Our collective efforts resulted in significant operational policy advancements, improving call center service quality and establishing a proactive response to industry dynamics. My commitment lies in continuous improvement and leveraging communication skills to unify teams toward common objectives.
Two L'S Catering, Llc.
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Chief Executive OfficerTwo L'S Catering, Llc.St. Charles, Il, Us
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Director Of Agency OperationsCovered Insurance-Digital Insurance Marketplace Mar 2023 - Jun 2024This position reported directly to the Head of Revenue Operations and served as a liaison amongBusiness Development, Partner Success, Marketing, and Sales.Led strategic outreach initiatives resulting in a 160% year-over-year increase in policy sales.Established Key Performance Indicators (KPIs) and implemented Salesforce dashboards to monitorthe productivity of Sales Agents and identify opportunities for improving conversion rates andcustomer retention.Established a… Show more This position reported directly to the Head of Revenue Operations and served as a liaison amongBusiness Development, Partner Success, Marketing, and Sales.Led strategic outreach initiatives resulting in a 160% year-over-year increase in policy sales.Established Key Performance Indicators (KPIs) and implemented Salesforce dashboards to monitorthe productivity of Sales Agents and identify opportunities for improving conversion rates andcustomer retention.Established a solid baseline for reporting and leveraged the data to achieve a 40% improvement incontact center answer rates and a 20% enhancement in service levels.Implemented a new omnichannel contact center solution including the creation of IVR's, queues,skill routing, etc. Show less -
Operations DirectorKemper Feb 2022 - Feb 2023Responsible for the administration and servicing of $500M in written premium.Support 85 policy administration and underwriting professionals.Defined, implemented and revised operational policies and guidelines.Oversaw day-to-day production activities in accordance with business objectives.Worked collaboratively with functional leaders to implement new procedures and correctiveactions to improve quality -
Operations ManagerKemper Feb 2017 - Feb 2022Responsibilities included: Training for Claims, Underwriting and Customer Service, projectmanagement, IT project prioritization, User Acceptance Testing for IT projects, vendormanagement, contract negotiation and Administrative support for the Claims Department.Established and administered annual budget.Managed communications during major technology outages, natural disasters, virusoutbreaks, cloud and network device outages.Accelerated efficiency of operations by… Show more Responsibilities included: Training for Claims, Underwriting and Customer Service, projectmanagement, IT project prioritization, User Acceptance Testing for IT projects, vendormanagement, contract negotiation and Administrative support for the Claims Department.Established and administered annual budget.Managed communications during major technology outages, natural disasters, virusoutbreaks, cloud and network device outages.Accelerated efficiency of operations by driving meetings. Show less
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Call Center ManagerKemper Apr 2016 - Feb 2017Managed team of 5 direct reports and 50 staff members.Created staffing metrics and goals.Implemented robust phone reports with KPI's directed at meeting business growth goals.Established and administered annual budget with effective controls to prevent overages,minimize burn rate and support sustainability objectives.Negotiated Towing and Roadside service agreements; reducing annual spend by 25%.
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Vice President Of Financial AidCareer Education Corporation Mar 2012 - Aug 2015SchaumburgDirectly responsible for maintaining industry leading financial aid counseling and administration at online and physical campuses (Peak student populations exceeded 25,000).Set annual compliance, financial aid completion and student service goals.Managed up to 125 staff members including two directors and six managers. -
Senior Director Of Financial AidAmerican Intercontinental University (Cec) Apr 2007 - Mar 2012Oversaw the financial aid process for both new and current students. Created Staff and manager goals consistent with the company’s vision of providing education to a geographically diverse population. Partnered with various campus stakeholders to improve efficiency and ultimately improve the student experience. Managed up to 50 employees including up to four managers. -
Assistant Director Of Financial AidAiu Online (Cec) Oct 2005 - Apr 2007Responsible for maintaining compliance with financial aid regulations and electronic processing for remote students, maintaining students’ financial aid files, and second tier follow-up phone calls.The duties include assisting in default management, loan and document tracking, grant/scholarship management, and file maintenance. A student-centered, customer service approach is necessary for follow-up phone contact with students, requiring advanced understanding of the online financial aid… Show more Responsible for maintaining compliance with financial aid regulations and electronic processing for remote students, maintaining students’ financial aid files, and second tier follow-up phone calls.The duties include assisting in default management, loan and document tracking, grant/scholarship management, and file maintenance. A student-centered, customer service approach is necessary for follow-up phone contact with students, requiring advanced understanding of the online financial aid process. Expected to effectively lead, motivate and develop the Financial Aid areas to ensure goals are overachieved and resources are being utilized effectively and in accordance with all school and company policies and procedures, all applicable federal and state regulations and all accrediting agencies’ standards and requirements. Show less -
Financial Aid Team LeaderAiu Online (Cec) May 2004 - Sep 2005Responsible for providing a high level of customer service to students by assisting them in understanding and completing the financial aid process.
Phil Olson Skills
Phil Olson Education Details
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English
Frequently Asked Questions about Phil Olson
What company does Phil Olson work for?
Phil Olson works for Two L's Catering, Llc.
What is Phil Olson's role at the current company?
Phil Olson's current role is Chief Executive Officer.
What is Phil Olson's email address?
Phil Olson's email address is po****@****per.com
What is Phil Olson's direct phone number?
Phil Olson's direct phone number is (954)-416*****
What schools did Phil Olson attend?
Phil Olson attended Northern Illinois University.
What skills is Phil Olson known for?
Phil Olson has skills like Student Financial Aid, Campus, Higher Education, Staff Development, Enrollment Management, Retaining Customers, Leadership, Customer Service, Admissions, Campusvue, Adult Education, Student Recruiting.
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