Courtney Lamb
Bondurant,Iowa
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Background in business management, government and commercial health insurance, quality assurance, training, with a passion for providing a superb customer experience.
Overview
20
20
years of professional experience
Work History
Owner/Operator
Twice as Clean LLC
Bondurant, IA
01.2011 - Current
- Managed staff recruitment, hiring, training, and development.
- Designed customer loyalty programs to increase sales revenue.
- Cultivated relationships with clients leading to long-term business relationships and word of mouth advertising
- Managed employee and workflow schedules
- Ordered and maintained cleaning equipment and products for teams
- Oversaw daily operations of small business including customer service and financial management.
- Ensured compliance with applicable laws and regulations while running the business.
- Advised employees on best practices regarding safety protocols and procedures.
- Monitored customer feedback and implemented changes based on their suggestions.
- Set pricing structures according to market analytics and emerging trends.
- Supervised company social media and marketing efforts to expand brand awareness and attract new customers.
- Trained, coached and mentored employees to facilitate safety and consistent quality of work.
Financial Advisor
Northwestern Mutual
West Des Moines, Iowa
01.2021 - 01.2022
- Developed financial plans and strategies tailored to clients' individual needs.
- Assisted in the preparation of presentations for prospective clients outlining services offered by the firm.
- Maintained accurate records of all client interactions and transactions in accordance with company policy and regulatory requirements.
- Attended continuing education seminars to stay abreast of changes in the industry regulations and best practices.
- Communicated regularly with clients via phone, email, or video conferencing regarding their financial matters.
Event Coordinator / Photobooth Attendant
Mobile DJ Studios
01.2015 - 01.2020
Corporate Training Consultant
Marsh & McLennan Companies
Urbandale, Iowa
01.2013 - 01.2015
- As the Compliance & Quality Assurance Consultant I lead the corporate wide initiative to migrate the bulk of training and development curriculum to online modules. I also overhauled the in-person training curriculum to be tailored to adult learners which lead to increased quality of service and employee retention.
- Developed training materials for various departments and topics, including customer service, safety procedures, and team building.
- Conducted needs assessments to determine areas of improvement in employee performance.
- Created comprehensive training plans based on organizational goals and objectives.
- Facilitated group activities that promoted collaboration among employees.
- Assisted with onboarding new hires by providing guidance on company policies and procedures.
- Designed interactive presentations using multimedia tools such as videos, podcasts, and webinars.
- Organized workshops for managers to help them improve their leadership skills.
- Collaborated with other departments to ensure smooth implementation of training programs.
- Developed online learning modules for remote workers or those unable to attend live sessions.
- Recommended changes or improvements to existing training methods or materials.
- Ensured compliance with applicable laws related to workforce development initiatives.
- Advised management on strategies for improving employee engagement levels.
Volunteer/ Committee Chair/ Community Outreach
The Fence Project Des Moines
01.2012 - 01.2015
Project Manager
Maximus, Inc
Des Moines, Iowa
01.2005 - 01.2013
- Company Overview: Contracted with Iowa Medicaid Enterprise
- Disease Management Lead Health Coordinator
- Education and Outreach Coordinator
- Training & Quality Assurance Supervisor
- Customer Service Team Lead
- Customer Service Representative
- Contracted with Iowa Medicaid Enterprise
Education
Bachelor’s Degree - Business Management, Marketing, Communications, Criminal Justice
Simpson College
West Des Moines, Iowa01.2016
Associate of Arts - Leadership Studies
William Penn University C.W.A
West Des Moines, Iowa01.2010
High School Diploma -
Southeast Polk High School
Runnells, Iowa01.2003
Skills
- Relationship management
- Staffing and workflow planning
- Training delivery
- Coaching and mentoring
- Call center experience
- Escalation management
- Team building
- Customer relationship management (CRM)
- Phone and email etiquette
- Leadership and change management
- Cross-functional collaboration
Professionalreferences
- Chris Myers, Former Colleague at Iowa Medicaid Enterprise, Christopher.Myers73@gmail.com, 515-490-8976
- Chuck Rice, Former supervisor at Iowa Medicaid Enterprise / Maximus, Inc., 515-822-1078
- Heidi Bevins-Obregon, Former Colleague at Iowa Medicaid Enterprise / Maximus, Inc., Heidibevins@gmail.com, 419-494-2828
- Stephanie Lowry, Former colleague at Marsh & McLennan, 515-306-0053
Career Overview
- Owner/Operator, Twice as Clean LLC, 01/01/11, Current
- Financial Advisor, Northwestern Mutual, 01/01/21, 12/31/22
- Event Coordinator / Photobooth Attendant, Mobile DJ Studios, 01/01/15, 12/31/20
- Corporate Training Consultant / Compliance & Quality Assurance Consultant, Marsh & McLennan Companies, 01/01/13, 12/31/15
- Volunteer/ Committee Chair/ Community Outreach, The Fence Project Des Moines, 01/01/12, 12/31/15
- Project Manager / Disease Management Lead Health Coordinator / Education and Outreach Coordinator / Training & Quality Assurance Supervisor / Customer Service Team Lead / Customer Service Representative, Maximus, Inc, 01/01/05, 12/31/13
Timeline
Financial Advisor
Northwestern Mutual
01.2021 - 01.2022
Event Coordinator / Photobooth Attendant
Mobile DJ Studios
01.2015 - 01.2020
Corporate Training Consultant
Marsh & McLennan Companies
01.2013 - 01.2015
Volunteer/ Committee Chair/ Community Outreach
The Fence Project Des Moines
01.2012 - 01.2015
Owner/Operator
Twice as Clean LLC
01.2011 - Current
Project Manager
Maximus, Inc
01.2005 - 01.2013
Bachelor’s Degree - Business Management, Marketing, Communications, Criminal Justice
Simpson College
Associate of Arts - Leadership Studies
William Penn University C.W.A
High School Diploma -
Southeast Polk High School