Experience

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  Gem State Cash Offer LLC

  • Boise, Idaho

  • Real Estate Professional

    • Sep 2015 - Present
    • Boise, Idaho

    Gem State Cash Offer - locally owned, family run real estate investment business based in Boise, ID - provides solutions to help homeowners who want to sell their home or property quickly - or as convenient for them. Our success depends directly on bringing value and transparency to those with whom we work. Gem State Cash Offer also welcomes the opportunity to collaborate with and help other real estate investors and REALTORS® achieve their goals. As a licensed REALTOR® myself with Northwest Equity Real Estate, we appreciate the value Real Estate Professionals bring to the community and our industry.

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  Liberty Mutual Insurance

  • United States
  • Insurance
  • 700 & Above Employee

  • Director, Special Projects

    • May 2011 - Oct 2014

    • Directed completion of project plan objectives with regional business leads, IT, and other functional departments for pricing, processing workflows, and legal/compliance requirements, collaborating for multiple regions and releases across the U.S.• Compiled and synthesized disparate sets of data for each regional planning session, including policy detail by LOB, premium strata, underwriting company, and special case scenarios based on coverage/product availability.• A key player in program planning sessions, helping to create and revise strategic multiyear roadmaps for conversion release activities; provided subject matter expertise in anticipated policy volumes and processing needs.• Spearheaded pre-, and post-launch defect/problem resolution for policy conversion processing, resourcing SMEs and coordinating key stakeholder engagement to determine and implement optimal solutions.• Innovated and built Excel-based tools to aid processing and inform leadership: models for staff planning needs; convertible policy models used to catalogue and analyze potential lifts in legacy policy conversion volumes; executive level program reporting for current and completed projects; product/coverage forms comparison tool to aid policy conversion processing completion and accuracy

  • Business Process Improvement Specialist

    • Jan 2007 - May 2011

    • Directed a national project team with multiple sub-tracks to improve the commercial lines national-regional underwriting authority model by standardizing authority levels by role across regions, establishing a formal employee and regional exception approval process, and creating a consistent letter of authority document format. Awarded the Top 10% recognition for significant individual contributions to organizational objectives. • Leader of a Kaizen Event that utilized value stream mapping to identify and implement process changes resulting in increased Sales Call Center close rates and premiums through improved lead follow up workflows, sales forecasting, and integrated marketing campaigns.• Headed up DMAIC project to identify root causes of higher than expected annual personal lines bad debt expenses, implementing process improvements and thus reducing frequency of CSR bill adjustments by focusing on client payment performance and customer payment negotiating skills, while maintaining maximum call handle time efficiency.• Steered a three day “quick win” event to increase Schools team underwriting processing capacity by eliminating non-value add work, including unnecessary printing, multiple handoffs, and burdensome referral processes, as well as standardizing role responsibilities to promote cross team collaboration and workload balancing.• Principal mentor and coach for Green Belts, managers, and project team members, teaching key Lean Six Sigma concepts and activities through each DMAIC phase of their respective projects.

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  Safeco Insurance

  • Agency Training Manager, Sales

    • Dec 2004 - Jan 2007

    • Created and directed training teams using a blended training model of live webcasts and traditional classroom training techniques, ensuring the use of adult learning principles to drive new business growth.• Fronted the delivery of more than 10K class seats of product, overview, sales, and systems training in two years to a nationwide independent insurance agent/broker audience of more than 12K master agency agreements.• Designed a 32-module webcast personal and commercial lines insurance training series, where modules were scalable, reusable, and conversion-ready to accommodate special requests for unique distribution points, sales campaigns and incentives, and product launches.• Collaborated with instructional design team, department heads, and SMEs to ensure the content and development cycle met target audience needs and ensured the ability to introduce new courses against aggressive timelines.

  • Trainer, Product, Customer Care, and Sales

    • Jan 2001 - Dec 2004

    • Delivered classroom and webcast based P&C insurance training to customer service and sales employee audiences.• Expert training on product offerings; detailed policy contract provisions; policy admin systems; industry trends, laws, and influences; billing/accounting practices; and situational workflows and processes.• Communications responsibility with management on individual and class training results, product informational changes, and major organizational announcements.• Lead Product and Sales Trainer for the relocation and re-launch of National Sales Call Center from NY to WA; managing the coordination of standard operating procedures and required training content by working with customer service, underwriting, and other internal partners.• Trained and supported over 100 sales professionals and customer service representatives in traditional and virtual classroom settings in an 18-month period.

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  Sales

  • Spokane, Washington Area

  • Account Manager

    • Apr 1996 - Jan 2001
    • Spokane, Washington Area

    • Account Manager for P&C Insurance agency management software, inside sales position cold calling leads and conducting online demos of product features and benefits, training for new customers, and selling service contracts• Account Manager for Fortune 500 accounts selling networking hardware/software products and support services• Account Manager selling nationally for largest Dodge dealer in the world and other manufacturers, primarily via inbound call center and referrals, responsible for selling features and benefits, obtaining deposits, assisting in financing, and upselling service contracts and accessories

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  IHOP

  • California, Washington, Idaho

  • General Manager/Corporate Trainer

    • Nov 1990 - Apr 1996
    • California, Washington, Idaho

    • Managed and trained assistant managers floor staff, and kitchen staff in California, Idaho, Nevada, and Washington stores.• Led staffs of 25–60 employees to meet and exceed corporate standard operating procedures guidelines for service standards, food quality, and budget goals.• Corporate trainer in the opening of high volume stores in Western United States, training franchise owners and newly hired staffs of up to 40 people on corporate food preparation and service standard operating procedures.