Danae Goodwin

• Lead daily branch operations, overseeing fleet management, customer service, sales performance, and administrative functions while ensuring compliance with company policies and operational standards.
• Manage and develop a team of employees through coaching, performance management, training, and career development initiatives, fostering a culture of accountability and continuous improvement.
• Monitor key business metrics, including revenue growth, utilization, customer satisfaction, profitability, and operational efficiency, to drive branch performance and achieve organizational goals.
• Coordinate workforce scheduling, resource allocation, and operational planning to maintain service levels while adapting to fluctuating business demands.
• Identify operational challenges and implement process improvements that streamline workflows, improve productivity, and enhance the customer experience.
• Partner with regional leadership and cross-functional departments to execute strategic initiatives, support organizational objectives, and drive sustainable business growth.
• Ensure adherence to safety, compliance, and risk management standards while minimizing operational disruptions and protecting company assets.
• Develop future leaders by mentoring Management Trainees and employees, supporting internal promotions,

• Managed customer success initiatives and service improvement projects for Clarity platform, coordinating with product, engineering, and support teams to implement enhancements that improved customer satisfaction scores from 85% to 97% and reduced churn rate by 20% through proactive engagement strategies

• Led cross-functional project to redesign customer onboarding process, mapping customer journey, identifying pain points, and implementing streamlined workflows that reduced onboarding time from 14 days to 7 days while maintaining 100% compliance with regulatory requirements

• Developed and maintained project documentation, including project charters, stakeholder matrices, communication plans, and status reports for executive leadership, ensuring transparency and alignment across all levels of the organization

• Coordinated with management and technical teams to resolve complex customer escalations, implementing root cause analysis and corrective action plans that reduced repeat issues by 35% and improved first-call resolution rates to 92%

• Coordinated insurance plan design projects, ensuring alignment with provider guidelines and regulatory requirements, managing timelines, deliverables, and stakeholder communications for home, auto, and life insurance product launches that generated $1.2M in new premium revenue

• Analyzed operational metrics and designed process improvements that reduced response time for customer inquiries by 25% through effective prioritization, resource planning, and implementation of automated email response templates

• Mentored team of 15+ insurance agents on product knowledge and sales processes, developing training materials and conducting workshops that improved team performance metrics by 30% and exceeded quarterly targets by 15%

• Coordinated inventory management projects, including merchandise flow, product labeling, and stockroom organization, implementing new processes that improved efficiency by 10% and supported the generation of $8,000 in additional monthly revenue

• Collaborated with store management and 20+ team members to execute seasonal transitions, promotional campaigns, and operational initiatives while maintaining compliance with brand standards and safety protocols