Charlyn Flores
El Paso,TX
Summary
Successful insurance business professional with demonstrated track record in consulting coaching, KPI performance management and training. Exceptional program, team and project manager. Skilled at mentoring staff, integrating ideas and customizing approaches to support specific means and goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Agency Business Consultant
Farmers Insurance District Office
08.2019 - Current
- Collaborate with new and existing agency owners on theimplementation of new business plans related to sales/marketing, recruiting, restructuring, sales performance management and day to day operations.
- Conduct ongoing analysis of agency overall sales performance, corporate and industry compliance, productivity, and profitability to plan.
- Create and manage the execution of coaching/development plans for low performing agency owners and sales producers.
- Provide ongoing guidance and coaching on district wide best practices, industry trends and corporate initiatives.
- Facilitated and developed district trainings and curriculum of product offerings and services for agency and staff members
- Assist in the development of incentives and promotions to drive and reward productivity and maintain overall top performance as a District.
Account Manager
C3i Solutions
02.2005 - Current
- Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
- Motivated employees to success and pointed out areas of improvement, which bolstered efficiency rates by 10%
- Educated staff on strategies for handling difficult customers and challenging situations
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance
- Developed and administered action plans to low performing employees
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Led and developed management team of five
- Remedied tense situations and conflicts by employing crucial conversations
- Monitored processes and procedures, making sure that all met compliance regulations
- Collaborated with Workforce, IT and Corporate Compliance to ensure smooth work flow and efficient organization operations
- Managed quality assurance program including on site evaluations, internal audits and customer surveys
- Developed team communications and information for client and executive leadership meetings
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Managed new employee orientation training process for more than 10 employees each year.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Monitored budgeting, forecasting, expenditures and performance for all accounts.
Education
Education
El Paso Community College
El Paso, TXSkills
- Operations Leadership
- Budgeting
- Staff management
- Customer relations
- Resource allocation
- Customer/Client relations
- Critical thinking
- Front Line Leadership development
- Interpersonal skills
- Talent management
- Recruitment
- Training development
- Employee relations
- Schedule management
- CRM proficiency
- Proficient In Microsoft Office
- Process improvement
- Analytical thinking
Accomplishments
- District Manager/Staff Presidents Council Recipient 2022 and 2024
- Territory Toppers Club 2019-2024
- Trained and Certified 50+associates in entry level and front line leadership for multi - channel customer support accounts
- Recognized for development and implementation of Cross Site Leadership Training and Development in KPI Management resulting in increase in client satisfaction. ( 2018)
Additional Information
References
Nancy Zeh
Supply Chains Specialist
Cell Phone: 915.342.0600
Email : zehnancy@gmail.com
Eric Nelson
Customer Experience Leader
Work Phone: 615.925.3250
Cell Phone: 615.613.6334
Email: Eric.Nelson@irco.com
Frank Amaya
Telephony Systems Engineer
Cell Phone: 915. 525. 9796
Email: fd.amaya@sbcglobal.net
Paul Osborne
Director Consumer Relations
Work Phone: 415.501.4390
Certification
- Licensed in Texas Property and Casualty General Lines Life and Health
Timeline
Agency Business Consultant
Farmers Insurance District Office
08.2019 - Current
Account Manager
C3i Solutions
02.2005 - Current
Education
El Paso Community College
Similar Profiles
Whitney GochenourWhitney Gochenour
District Development & Recruiting Manager at Farmers Insurance District Office of Kylie LewisDistrict Development & Recruiting Manager at Farmers Insurance District Office of Kylie Lewis
Maria AguinigaMaria Aguiniga
Administrative Assistant at Farmers Insurance District OfficeAdministrative Assistant at Farmers Insurance District Office
Mcgwyre LeathersMcgwyre Leathers
Assistant District Manager at Farmers Insurance District OfficeAssistant District Manager at Farmers Insurance District Office
Darlene GriffinDarlene Griffin
District Training and Administrative Assistant at Farmers Insurance District Office 44District Training and Administrative Assistant at Farmers Insurance District Office 44
Yezabelle RodriguezYezabelle Rodriguez
Bilingual CSR at Safelite Auto GlassBilingual CSR at Safelite Auto Glass