Troy Franzen Email & Phone Number

Tri-Cities, Washington

Responsible for monitoring services to ensure State and Federal regulations are met through regular audits, producing annual quality improvement goals, initiating performance improvement projects, and providing training to staff in Behavioral Health (BH) department. Develop, review, and co-author policies critical to multiple BH departments, outlining implementation processes to monitor the quality of services. Collects and reviews data from a variety of sources in order to provide business insights and recommendations for program compliance/improvement.

Responsible for program budget analysis, overseeing emerging projects, marketing, and representing First 5 at partner and community meetings. Regularly presented at First 5 commission and program funded meetings.

Managed up to 70+ agencies in the South Bay Area region, overseeing $6M in sales and renewals annually for a worldwide seller of personal, commercial, and agricultural insurance products. Earned ranking of 10th out of 163 sales executives nationwide and 2nd in California, for sales success, surpassing all KPI’s, and building successful teams. Increased sales by 25% over 4 years, recruiting new and terminating low-performing agencies, driving process improvements, and implementing strategic sales plans, including prospecting, on-board training, and sales presentations. Established a culture of trust with agencies, providing product options, new strategies, and best practices for growing a book of business.

Executed agency recruitment strategies to grow the number of independent agencies selling Travelers personal line products throughout California. Outpaced recruitment KPI 5 years in a row, delivering up to 33% over annual recruitment target number every year. Analyzed market insights, books of business, and underwriting data to focus recruitment funnel on best prospects for partnering with Travelers. Created and implemented unique recruitment strategies to identify independent agents, develop relationships, analyze financials, secure business, and oversee onboarding.

Launched residential and commercial painting business. Built sales funnel, created marketing strategies, wrote proposals, and negotiated final sales agreements. Averaged 99% on customer service ratings, through premium customer service and relationship cultivation. Expanded business year over year by 25 - 40%, securing robust referral pipeline.

Launched investigations for bodily injury and property damage claims for Fortune 500 company, including interviewing claimants and witnesses, inspecting property, reviewing police reports, and conducting additional research. Pioneered the Theft Review Program, examining vehicle theft cases for fraudulent activity, training adjuster staff on key indicators of fraud, and increasing referrals to SIU by 25- 30%. Formed mutually beneficial relationships with local district attorneys and National Insurance Crime Bureau, critical partners in minimizing fraud. Claims adjustment included collecting and evaluating medical records, attending depositions, reviewing estimates, testifying at trials, and negotiating and settling claims with individuals and attorneys. Prepared and presented seminars relating to data verification techniques to local claims adjusters/associations.