CLAYTON HESS
Chicago,IL
Summary
Dynamic and results-driven professional with extensive experience in managing systems, overseeing customer relationships, and driving improvements to meet KPIs and compliance standards. Proven ability to lead cross-functional teams, implement process enhancements, and deliver exceptional customer satisfaction. Expertise in insurance, business operations, and consulting.
Overview
19
19
years of professional experience
Hobbies & Interests
- Avid Traveler: Organize and plan 15-20 trips annually, demonstrating strong organizational skills and adaptability.
- Fitness Enthusiast: Committed to personal health and discipline through regular weight training and fitness activities, including walking and jogging with my dog, Ryder.
- Snowmobiling: Enjoy exploring new trails and terrains during the winter season.
- Food Enthusiast: Love discovering new restaurants and enjoying diverse culinary experiences.
Work History
Chief Operating Officer (COO)
LAKESIDE SPINE & WELLNESS
Chicago, IL
08.2019 - Current
- Lead all aspects of clinic operations, including system implementation, process improvements, and compliance with industry standards.
- Spearhead strategic initiatives to enhance workflow efficiency and boost patient satisfaction.
- Implemented new software systems, streamlining clinic operations and improving scheduling efficiency.
- Oversee clinic communications, including managing the inbox for referrals, provider reports, and ensuring timely follow-up.
- Direct daily schedules of 4 doctors, 3 massage therapists, and 5 treatment coordinators.
- Monitor KPIs related to patient growth, satisfaction, and compliance, driving continuous improvement and clinic performance.
- Led clinic expansion, managing construction projects, and onboarding new providers.
- Negotiated contracts with vendors and suppliers for goods or services.
Customer Service Leader
UBER
Chicago, IL
09.2017 - 06.2019
- Provided exemplary customer service and support, maintaining high customer satisfaction and exceeding service quality benchmarks
- Achieved a 4.98 customer service rating through superior communication and problem resolution
Office Manager
FARMERS INSURANCE
Denver, CO
01.2017 - 08.2017
- Led day-to-day office operations, ensuring compliance with insurance regulations and optimizing client relations.
- Spearheaded agent training programs, driving both productivity and retention.
- Implemented tracking systems to monitor key performance metrics and office productivity.
- Conducted insurance policy presentations, enhancing client satisfaction and driving policy renewals.
- Led compliance audits, identifying and resolving policy discrepancies.
Agency Business Consultant & Insurance Consultant
FARMERS INSURANCE
Chicago, IL
04.2016 - 11.2016
- Mentored and coached new agents, providing strategic insights to accelerate business growth.
- Delivered on-site training and professional development, resulting in improved agent performance and retention
- Designed performance trackers that enhanced agency efficiency and compliance across multiple offices.
- Led audits for insurance policies, identifying discrepancies and ensuring regulatory compliance.
- President's Club recipient for top performance.
Account Manager
FARMERS INSURANCE
Chicago, IL
04.2014 - 04.2016
- Managed key client accounts, ensuring seamless policy management and high levels of customer satisfaction.
- Played a key role in marketing initiatives, increasing new client acquisitions and driving policy sales.
- Addressed client inquiries and concerns, ensuring compliance with underwriting guidelines and building long-term client relationships.
Management Associate
Vitamin World
Chicago, Illinois
11.2011 - 01.2013
- Partnered with upper management to provide strong team leadership, engagement, and enthusiasm, driving exceptional profits and sales.
- Led operations in a retail store environment, overseeing merchandise, inventory, and cost control measures.
- Managed sales, displays, and team functions to align with company goals and profit targets.
- Facilitated a consistent sales increase, exceeding set goals by at least 10% each month.
Store Manager
Fannie May Candies
Chicago, Illinois
09.2005 - 09.2011
- Led store operations to ensure exceptional customer service and profitability, overseeing all aspects of retail management.
- Analyzed operational records and reports to project sales, track KPIs, and maintain profitability standards.
- Delivered high-level customer service, addressing inquiries, complaints, and ensuring positive customer experiences.
- Recruited, trained, and evaluated staff performance, promoting or managing personnel changes when needed.
- Organized work schedules, tracked employee hours, and maintained accurate records.
- Represented the company at trade association meetings to promote products and strengthen brand presence.
Education
High School Diploma -
Manteno High School
Skills
- Customer Success & Relationship Management
- System Implementation & Process Improvement
- Compliance & Standards Management
- KPI Monitoring & Reporting
- Change Management & Continuous Improvement
- Cross-Functional Team Leadership
- Operations Management
- Vendor Relations
- Technical Troubleshooting
- Program Management
- Customer Account Management
- Client Relations
- Customer Retention
- Customer Relationship Building
Languages
English
Proficient (C2)
C2
Timeline
Chief Operating Officer (COO)
LAKESIDE SPINE & WELLNESS
08.2019 - Current
Customer Service Leader
UBER
09.2017 - 06.2019
Office Manager
FARMERS INSURANCE
01.2017 - 08.2017
Agency Business Consultant & Insurance Consultant
FARMERS INSURANCE
04.2016 - 11.2016
Account Manager
FARMERS INSURANCE
04.2014 - 04.2016
Management Associate
Vitamin World
11.2011 - 01.2013
Store Manager
Fannie May Candies
09.2005 - 09.2011
High School Diploma -
Manteno High School
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