Roy Hughes Email and Phone Number

Responsible for increasing member retention (decrease in lapse rates) by working with at-risk members. Primary duties include, but are not limited to: Provide detailed analysis that identifies and promotes the value of the existing plan, discuss options, provide alternative plan options when appropriate and make recommendations Provide customers with counseling and recommendations for plan changes Responsible for working with members during rate increases, Special Election Period (SEP), or any other time a member is at risk of leaving Associate will work with cancellation requests to prevent member attrition Follow up with members who are at risk of lapsing thru outbound communication via phone or in writing Qualifications Requirements

• Promote Time Warner/Spectrum residential products and services throughout assigned territory to maximize sales activity and increase brand awareness. Deliver sales presentations to establish value versus competitor offerings and resolved service issues to ensure customer satisfaction. • Implement multi-channel marketing strategies and execute consultative sales methodologies to expand new business development opportunities. Service existing accounts; reviewing account performance and executing strategic plans for driving account penetration. • Conduct market research and demographic profiling to identify trends and opportunities for market growth. Leverage business analytics by utilizing Key Performance Indicators (e.g. client interactions, appointments, and account retention) into plans for increasing revenue.

• Performed collection activities to recover losses from assigned student loan accounts. Exceeded productivity goals for locating and communicating with debtors via telephone and written notice to obtain repayment in full or establish acceptable payment arrangements. • Resolved issues of a non-routine nature as necessary. Utilized skip-tracing tools to locate debtors in the most efficient manner, and performed contract observance functions to ensure compliance with all company, and federal and state regulations.

• Sold heavy duty truck parts by establishing a network of small business truck repair shops, as well as managing referrals from existing clients. Set up distributorships with several manufacturers and diversified business by obtaining a national contract with Ryder Trucks for brake pads and rotors. • Negotiated and closed profitable contract terms and Service Level Agreements, and developed and implemented plans to influence national account program goals. Cultivated relationships with key decision makers and delivered fact-based selling presentations to increase account activity. • Maximized profitability by implementing pricing strategies and monitoring price integrity to ensure that budget and forecast targets were achieved.

• Trained direct support staff, managed finances for the house, and maintained paperwork to State of OHIO standards. Tracked all staff certifications to ensure that none expired. Managed the daily activity of clients and made all medical appointments as needed.

• Evaluated personal income statements and analyzed taxes to assess the Debt to Income ratio for small business owners. Established a referral network with the US Bank branches, realtors and community organizations to broker the best loan amount and interest rate for clients.• Worked with municipalities and a network of churches to increase homeownership by conducting seminars/workshops for the community and related church congregations. Partnered with Freddie Mac and Fannie Mae to educate the community on available programs.

• Interviewed prospective borrowers to analyze and determine their needs. Communicated product and pricing programs to help the branch maintain revenue and profitability standards, and built strong client relationships which resulted in an average of three referrals on closed loans.

• Sold financial products and services (e.g. Life/Health Insurance, Annuities, Mutual Funds, etc.). Performed estate planning and created business continuation plans for small businesses and partnerships, and accessed the Portland School district to set up college planning for families.• Developed account specific plans by profiling customers to identify financial needs and cross selling opportunities. Applied consultative selling methods to promote appropriate insurance and securities products that were suited to the customers’ unique financial goals.

• Developed sales and operations plans, and monitored P&L performance to maintain positive a return on investment (ROI) and ensure that budget requirements were met.• Analyzed risks, approving credit for potential clients and continuing lines of credit for current clients. Collaborated with other members of the financial team to evaluate credit processing and approval, and make changes to ensure the financial stability of the organization.• Contributed to bank branch profitability and growth by overseeing all aspects of operations, including, coaching teams to achieve sales and customer retention goals. Optimized the customer experience by liaising between Teller operations and transaction platform.• Assisted with the day-to-day processing of client paperwork and transactions, including checking paperwork for completeness/accuracy and opening client accounts. Resolved outstanding issues and maintained required files in compliance with bank and federal regulations. • Maintained knowledge of industry changes, and facilitated training regarding banking operations and the policies and regulations that govern financial institutions. Analyzed bank P&L to identify areas of concern, and worked independently and as a part of a team to examine operations.