Director, Insurance Operations

• Sep 2023 - Present

Vice President

• Aug 2021 - Jan 2023

Vice President Direct Sales and Service – Held accountable for call center sales, customer experience, and operations across 14 states and 3 departments for insurance, membership, and travel. Responsible for 6 million phone calls with an annual expense budget of $87 million and led an organization of 1,069 remote sales, service, and operations employees. Provided leadership to a large diverse organization while developing top talent that delivered aggressive growth and organizational leading engagement scores. Directed call center net new Insurance sales growth that generated $95 million in new property and casualty premium in 2022, while increasing net new insurance sales an average of +60% over prior year in October and November 2022. Delivered on net new sales plan in Florida 118%, Georgia 121%, Tennessee 66%, Michigan 92%, Illinois 159%, Wisconsin 120%, Indiana 139%, Iowa 116%, Minnesota 159%, Nebraska 147%, North Carolina 103%, and South Carolina 105%. Grew outbound internet call center team from 20% of total new business to 30% of total call center new business within 10 months. Exceeded membership plan 120% approximately 400,000 new memberships acquired while driving improved top box member satisfaction score of 85%. Show less

Vice President Insurance

• Jul 2016 - Oct 2021

Executive sales and operations leader reporting directly to the President and CEO. Accountable for revenue growth and net operating income. - Grew total insurance revenue 41% in last 3 years years while growing net operating income 70%. - Developed a sales culture through change leadership, accountability and focus on people. - Built organizational leadership talent and delivered 26% new business premium growth in 2019. Executive sales and operations leader reporting directly to the President and CEO. Accountable for revenue growth and net operating income. - Grew total insurance revenue 41% in last 3 years years while growing net operating income 70%. - Developed a sales culture through change leadership, accountability and focus on people. - Built organizational leadership talent and delivered 26% new business premium growth in 2019.

Division VP Insurance Sales

• Jul 2015 - Mar 2016

Planned, organized and led sales teams in CA, TX, AZ, NM, NV, and MO. Developed and implemented strategic initiatives to ensure business development, growth and profitability. Established the west vision and executed sales programs and processes. - Developed strategic business plans to maximize division revenue growth. Responsible for managing distribution, team of sales executives, business development processes and strategic vendor relationships. - Led coordination of management through company leadership by leveraging sales, compensation, product, technology, human resources and operations across six states and 300+ associates. Show less

Associate VP Sales / Operations

• Sep 2011 - Jun 2015

Executive leader of sales and operations for a Nationwide Insurance distribution channel. Full responsibility for locations in CA, TX, FL, AZ, NV and NM , 3 regional sales leaders, 20 area sales managers, and the producing associates. Grew organization with full accountability for revenue, expenses and net operating income targets.- Built relationships with senior leaders to develop a 3 year cost containment plan and reduced expenses by more than 27% and increased fee income +16.5% to post a record profit for the organization. - Provided strategic direction to grow multiple lines of business which resulted in more than +10% commercial and property policy growth in each of the last 3 years and 118% of the profitable growth plan.- Inspired a culture of accountability for results and created policies and processes to support company objectives. Exceeded direct written premium plans while significantly increasing associate engagement per Gallup scores. - Directed $28 million expense budget including $5 million marketing budget, distribution planning, 250 sales team associates, and sales/marketing strategies to drive profitable growth. Show less

Regional Sales Director

• 2006 - Sep 2011

Directed Northern CA and NV sales teams. Recognized as the Regional Sales Director of the year during the Nationwide National Sales Leadership Conference in 2010.- Grew CA and NV written premium 290% generating $35 million in commission revenue. Grew written premium 25.3% by increasing new business applications 16.8% over previous year.

Independent Agency Acquisition Director

• 2005 - 2006

- Solicited and negotiated greater than $300M in agency acquisitions in CO, IN, FL, OH and CA including the largest agency acquisition in Nationwide Insurance history. - Directed acquisitions including solicitation, due diligence, negotiations and close to grow Titan Insurance direct written premium 101%.

Senior Insurance Business Consultant

• 2004 - 2005

- Developed process and tools to streamline the agent loan process. - Worked with Nationwide Performance Improvement Organization to develop corporate best practices for Sales Tools and Training, Awards and Recognition, Agent Loans and Agent Councils.

Agency Business Consultant

• 1999 - 2004

- Delivered management consulting services to exclusive agents in North Carolina and Arkansas, which included strategic business planning, Exclusive Agency merger and Independent Agency acquisition analysis, customer acquisition and retention strategies.- Grew assigned direct written premium 6.3 percentage points better than the state objectives.

Sales Training Consultant, Nationwide Performance Improvement Organization, Columbus OH

• 1998 - 2000

- Responsible for development and delivery of agency training. Schools included Agency I, Agency Business Operations, and Sales Management.

Senior Marketing Representative, OH

• 1993 - 1998

- Managed the state of Ohio. Responsible for profitability and growth of auto, commercial vehicle and motorcycle products.

Property and Casualty Claims Adjuster, Winston Salem NC

• 1989 - 1993

Captain, United States Army Reserve, Infantry

• 1988 - 1996

- 422nd Civil Affairs Battalion Airborne Direct Support team chief ultimately responsible for all equipment, personnel and training essential to mission readiness. - United States Army Special Operations Command Civil Affairs Officers Advanced Course, JFK Special Warfare Center, Fort Bragg NC Operation Desert Storm - Selected as primary member of civil military team attached to the 24th Infantry Division in Iraq that provided advice concerning refugee control and prisoner of war processing to commanders of advancing combat elements. Military Awards: Combat Infantry Badge, Parachutists Badge, National Defense Service Medal, Southwest Asia Service Campaign Medal with 2-Bronze Service Stars, Kuwait Liberation Medal, Army Service Ribbon, Canadian Parachutists Badge. Show less