Julie Baker
Reno,NV
Summary
Driven Executive specializing in insurance agency and small business environments. In depth experience successfully navigating between business operations and development while remaining focused on business development, staff coaching, sales, service, risk management, and business/agency administration.
Professional licensed insurance agent, business coach, leader, and mentor. Possessing an outgoing, personable, and compassionate personality, I am proficient at building and maintaining relationships between team members and the customer base to foster long lasting business relationships and continued individual and company growth.
Overview
28
28
years of professional experience
Work History
Client Services Leader
Acrisure
02.2024 - Current
- Lead a Team of over 30 Account Manager Team Leads and Team Members in the West Region.
- Develop new workflows aligning to CRM workflow requirements.
- Help facilitate training and adoption of new workflows within the region.
- Analyze books of business and move books to help balance the book among team members
- Analyze performance against KPI's
- Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built relationships by responding to inquiries, identifying and assessing clients' and Advisor's needs, resolving problems, and following up with potential and existing clients.
- Establish performance and service goals and hold associates accountable for individual performance.
- Maintain client files with sales contracts, records of client interactions, client notes, and other information.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Developed new employees and on-going performance assessment of current employees.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Launched quality assurance practices for each phase of development
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
COO
Provence Financial & Insurance Services, an Acrisure Agency Partner
08.2021 - Current
- Lead a group of over 30 team members, including a remote office of administrative staff who comprise agency administration, service, and sales departments across all lines for an Independent Insurance Agency.
- Successfully coordinated agency acquisition into Acrisure facilitating changes and combined business for multiple agencies among multiple locations for Provence.
- Maintained up-to-date knowledge of industry trends, best practices, regulatory requirements and technological advances while assisting team members of adoption and training of the same.
- Translated business vision and strategy into operational strategies to meet organizational goals.
- Managed budgeting process, developed cost control procedures, identified revenue opportunities and monitored financial performance.
- Acquired new agency appointments with a variety of carriers.
- Lead sales meetings, conduct quarterly reviews, set sales goals, developed bonus structure. Maintain Property, Casualty, Surety, Life, and Health Insurance License and keep up to date on Insurance Agency Best Practices to adopt strategies that will help lead to success for the individual team members and, in turn positively impacting the Company as a whole.
- Foster a team environment among all employees within a "remote I work from home" environment.
Co-Owner / Operations Manager
F45 Training Northwest Reno
05.2020 - 08.2024
- Co-own a successful startup franchise, leading all day-to-day operations and decision making.
- Developed and implemented a comprehensive business plan, increasing annual profits by 30%.
- Established and maintained relationships with staff, members, vendors and suppliers, resulting in cost effective production of goods.
- Managed a team of 15 employees, ensuring customer service and satisfaction.
- Developed and managed marketing and promotional campaigns, increasing customer base by year over year.
- Monitored financial performance, producing weekly and monthly reports.
- Negotiated contracts and agreements with suppliers, vendors, and clients.
- Involved in all aspects of the business, from daily operations to longterm strategy planning.
Commercial Lines Director
Provence Financial & Insurance Services
01.2018 - 08.2021
- Lead a group of over 20 professionals who comprise agency administration, service, and sales department for an Independent Insurance Agency.
- Successfully coordinate agency acquisition changes of 5 agencies and combined business for these agencies among multiple locations for Provence.
- Lead sales meetings, conduct quarterly reviews, set sales goals, developed bonus structure.
- Maintain Property, Casualty, Surety, Life, and Health Insurance License and keep up to date on Insurance Agency Best Practices to adopt strategies that will help lead to success for the individual team members and, in turn positively impacting the Company as a whole. Foster a team environment among all employees within a "remote I work from home" environment.
- Successfully maintained a personal book of business that was built in my prior position at AIM, Inc of over $2M in conjunction with appointing an account manager to assist in servicing this book.
Vice President, Administration, Human Resources, Sales and Service / Licensed Insurance Agent
AIM, Inc.
07.1997 - 01.2018
- Handled multiple aspects of Independent Insurance Agency administration, service, and sales teams until AIM, Inc. was acquired by Provence Financial & Insurance Services. Gained first-hand knowledge of the operation of a business, risk and resource management by developing and mentoring a service and sales team while continuing to sell new policies and manage my own Commercial Lines book of business - servicing and selling as an Insurance Professional.
Legal Secretary
Law Offices of Terry Friedman
01.2003 - 07.1997
- Prepared legal documents for the courts as well as letters and other documentation as needed for the attorneys and paralegals. Assisted attorneys for trials by preparing files and exhibits. Became familiar with the use of legal terminology, transcription, and legal documents.
- Filed documents with courts on behalf of attorney.
- Screened telephone calls and forwarded to appropriate departments.
- Developed and maintained filing and retrieval systems.
Education
Leadership, Business, Life & Health Coach Cert - Business / Professional Leadership and Coaching Development, Life Coaching, Health Coaching
Transformational Academy And USLI
Remote01.2021
Human Resources - Human Resources
University of Nevada, Reno
Reno, NV05-2009
Major: Speech Communications / Minor: Political Science - Organizational Communication
University of Nevada, Reno
Reno, NV12-2000
Life & Health License - Life & Health Insurance
Nevada School of Insurance
Reno, NV06-1999
Property, Casualty, & Surety License - Property, Casualty, and Surety
Nevada School of Insurance
Reno, NV06-1998
Skills
- Organizational
- Mentorship
- Communication (one on one and in a group setting)
- Critical Thinking
- Technical / Computers
- Budgeting
- Financial Forecasting
- Sales
- Customer Service
- Marketing and Business Development
- Telephone and Remote communication
- Data Compilation and Management
- Compliance
- Interviewing
- Relationship Management
- Active Listening
- Problem Solving
- Interpersonal Skills
- Time Management
- Transferrable Skills
- Flexible and adaptable
- Analytical thinking
Timeline
Client Services Leader
Acrisure
02.2024 - Current
COO
Provence Financial & Insurance Services, an Acrisure Agency Partner
08.2021 - Current
Co-Owner / Operations Manager
F45 Training Northwest Reno
05.2020 - 08.2024
Commercial Lines Director
Provence Financial & Insurance Services
01.2018 - 08.2021
Legal Secretary
Law Offices of Terry Friedman
01.2003 - 07.1997
Vice President, Administration, Human Resources, Sales and Service / Licensed Insurance Agent
AIM, Inc.
07.1997 - 01.2018
Leadership, Business, Life & Health Coach Cert - Business / Professional Leadership and Coaching Development, Life Coaching, Health Coaching
Transformational Academy And USLI
Human Resources - Human Resources
University of Nevada, Reno
Major: Speech Communications / Minor: Political Science - Organizational Communication
University of Nevada, Reno
Life & Health License - Life & Health Insurance
Nevada School of Insurance
Property, Casualty, & Surety License - Property, Casualty, and Surety
Nevada School of Insurance