D'Audrey Terry-Stephens
Houston,TX
Summary
Experienced Financial Services Consultant and proven leader at building vibrant businesses by developing new prospects and accounts and managing customer relationships to achieve sales goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers. Demonstrated leverage network of customer contacts to increase understanding of customer needs and employ business-growth strategies.
Overview
24
24
years of professional experience
Work History
Independent Licensed Life and Health Insurance Broker/Financial Educator
Legacy Ins Services
08.2015 - Current
- Deliver superior, consistent client management and deliverables for assigned clients
- Offer Term, Whole, Index Universal Life and Supplemental Life Insurance {Cancer, Heart & Stroke, Accident, ICU, and Hospital} plan benefits to clients
- Develop a trusted advisor relationship with client contacts through effective communication and efficient, quality execution of projects
- Develop program designs based on clients' short and long-term objectives
- Identify critical items of concern from the client's perspective, e.g., compliance, funding, etc
- Maintain primary and secondary client contact, as appropriate, based on the client's size and scope of work
- Utilize internal resources effectively on client projects based on expertise
- Work within the client budget established
- Serve as a mentor and career development consultant to junior staff members
- Identify additional potential work and any out-of-scope services requested by the client
- Introduce/sell new services and grow revenue by client/book-of-business when possible
- Research clients, articulate findings, and work with them in a consultative manner
- When necessary, make final recommendations
- Perform miscellaneous job-related task such as maintaining client organization profile system
- Manage and assign defined projects as needed
- Presented presentations to clients and community events
- Serve as a mentor, coach, and career developer to junior staff members
- Maintain entrepreneurial fortitude to ensure business success
- Develop client leads and implement marketing strategies to gain new and retain current clients
- Established customer-focused, needs-based review process to educate customers about insurance options
- Attend meetings, seminars, and programs to learn about new products and services, continued learning and development
- Host community educational and awareness sessions about debt management, retirement planning, insurance concepts, college planning options and more.
Operations Manager/Hiring Manager/ Employee Experience Coordinator
JPMorgan Chase Bank
03.2000 - 08.2015
- Senior level organizational leader that mentored, coached, and developed management staff
- Accountable to ensuring site level key performance indicators of adherence, customer satisfaction, quality of service, and management accountability were reinforced to achieve top performance results
- Partner with training department to deliver Way TO Wow Customer Satisfaction, employee code of conduct, and site expectations training
- Recruited for high-quality candidates through efficient use of the applicant tracking system (ATS) and effective sourcing for high volume, technical, environmental roles, both new banker and call center management roles
- Effectively managed high volume recruitment activities during peak hiring season (from seasonal to senior technical), reported on status, analyzed challenges, and participated in maintaining team reports
- Successfully employed varied sourcing techniques to develop a pool of qualified candidates in advance of need and to build a pipeline of candidates for highly specialized, high volume, and challenging to fill positions
- Engaged in high-touch ongoing (including remote) consultation with hiring managers on staffing needs, required qualifications, and other essential considerations in developing job announcements and in evaluating candidates
- Proactively engaged and communicated with managers and candidates throughout the recruiting processes regularly with the training team to verify new hires' status and to measure performance success
- Created mentor relationships with new hires and maintained feedback session for process improvement
- Administrative duties (i.e., interview packet management, hiring statics reporting, review and audit offer summaries communicate policy and procedure updates)
- Coordinated site activities and planned recognition events within and outside the retail banking site
- Research Operations Manager, Officer Telephone Banking Chase Premier Platinum Unit Manager, Officer Telephone Banking Escalations Unit Manager, Officer Telephone Banking Consumer Unit Manager
Education
General Studies -
Houston Community College - Houston Southeast Campus
Pursuing Bachelor of Art in Business/Finance -
University of Houston - DT
Skills
- Customer Service
- Staff Management
- Client Interviews
- Production Goals
- Team Training
- Product Knowledge
- Client Account Management
- Call Center Customer Service
- Prospect Management
- Administrative Support
- Customer Service and Assistance
Affiliations
- Resuscitate Inc - Board Member/Treasurer
- Nissi's Network (Survivor's Voice of Victory) - Board Member/Community Outreach Coordinator
- Power Source Christian Center - Operations/Event Coordinator
- Hiram Clarke Community Center - Community Educator/Volunteer
- Greater Houston Chamber of Commerce - member
- Houston Housewives of Finance - Affiliate
- BOLD (Business Resource Networking Group) - member since 2009
- Executive officer/Secretary 1/2013-2015
- Toast Master Professional Communicators – member since 2007
- Way to Wow Service Training Service support
Personal Information
Title: Certified Mobile Notary/Active Commission
Timeline
Independent Licensed Life and Health Insurance Broker/Financial Educator
Legacy Ins Services
08.2015 - Current
Operations Manager/Hiring Manager/ Employee Experience Coordinator
JPMorgan Chase Bank
03.2000 - 08.2015
General Studies -
Houston Community College - Houston Southeast Campus
Pursuing Bachelor of Art in Business/Finance -
University of Houston - DT