Donna Rodriguez
Broker
Pt. Orange,FL
Summary
Results-driven operations management executive with a strong focus on organizational and business development. Skilled in planning and executing strategic business programs, consistently improving operational stability and profitability. Highly effective communicator, adept at building relationships and successfully negotiating for necessary resources to collaborate with senior executives, decision makers, and staff. Known for forward thinking and the ability to quickly prioritize activities, achieving objectives by translating requirements into effective solutions.
Overview
27
27
years of professional experience
Work History
Operations Manager
Monroe Insurance Agency
06.2016 - Current
- Implemented agency strategies to enhance sales growth, both on personal and commercial lines
- Introduced innovative techniques to improve customer experience and strengthen brand reputation
- Offered staffing suggestions and proposed innovative ideas on software/hardware enhancements as well as office relocation plans, aiming to maximize growth potential.
- Facilitated productive conversations during carrier meetings for agency's new direction
- Effectively coordinated and executed grassroots marketing activities, B2B engagements, and SEO initiatives starting in late 2023 to generate noticeable outcomes.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Medicare and Health Insurance Broker
TNT Insurance Agency
05.2022 - Current
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Retained 95% of policyholders during annual renewal period.
Sales Manager
Sunkey Insurance Store Inc
09.2012 - 06.2016
- Increased sales revenue by developing and implementing effective sales strategies.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Implemented CRM systems Haksoft/QQuotes and Salesforce for better tracking of leads, improving follow-up processes and communication within the team.
- Facilitated business by implementing practical networking techniques.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Implemented systems and procedures to increase sales.
Process Development Manager
CarInsurance.com-Quinstreet Marketing, Inc
07.2006 - 07.2012
- Transitioned from call center management to process management, progressing through multiple organizational levels
- Demonstrated multi-faceted role by collaborating with multiple departments such as technical meetings, quality assurance, SEO, marketing, affiliate marketing, business analysis etc.
- Built strong relationships with the development team, carriers, and stakeholders to ensure smooth execution of project tasks within a structured timeframe.
- Achieving outstanding user satisfaction by conducting comprehensive quality analysis, pinpointing improvement potential while strictly adhering to compliance protocols
- Facilitated cross-functional communication between Operations Teams, Engineers, and Insurance carrier Operations to track performance metrics, prioritize tasks, and achieve desired outcomes.
- Balanced competing priorities and resource constraints to deliver optimal results within the context of project timelines and budgetary restrictions.
- Presented project updates during executive meetings to maintain transparency around progress towards key objectives while addressing any concerns raised by leadership stakeholders.
District Manager
Direct General Insurance
11.2003 - 05.2006
- Supervised various locations, enforcing high-quality standards of operation.
- Provided hands-on management support, enabling seamless establishment of a cohesive territory
- Office restructuring, closing, consolidation and relocation of offices was a necessary part of the change management process
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Achieved consistent revenue growth by identifying new business opportunities and expanding existing client base within the district.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Agency Manager
Cash Register Auto Insurance
02.1998 - 11.2003
- Developed strong relationships with underwriters and carriers to negotiate better coverage options for clients.
- Streamlined operations by adopting innovative insurance processing software, improving efficiency within the team.
- Increased agency revenue by implementing effective sales strategies and training programs for staff.
- Implemented cross-selling initiatives that increased sales of ancillary products alongside primary policies for added revenue streams.
- Enhanced client satisfaction rates through personalized consultations and tailored policy recommendations.
- Recruited and mentored top-performing insurance agents, fostering a supportive and results-driven work environment.
- Improved staff retention rates through regular performance reviews, professional development opportunities, and employee recognition initiatives.
- Optimized policy renewal processes to ensure timely updates of coverage terms and maintain high retention rates among existing clients.
- Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
Education
220 Property & Casualty Insurance License (FL only currently) -
Florida Insurance School
Tallahassee, FL02.1999
High School Diploma -
Uniondale HS
Uniondale, NY06.1987
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Account Management
- Change Management
Timeline
Medicare and Health Insurance Broker
TNT Insurance Agency
05.2022 - Current
Operations Manager
Monroe Insurance Agency
06.2016 - Current
Sales Manager
Sunkey Insurance Store Inc
09.2012 - 06.2016
Process Development Manager
CarInsurance.com-Quinstreet Marketing, Inc
07.2006 - 07.2012
District Manager
Direct General Insurance
11.2003 - 05.2006
Agency Manager
Cash Register Auto Insurance
02.1998 - 11.2003
220 Property & Casualty Insurance License (FL only currently) -
Florida Insurance School
High School Diploma -
Uniondale HS
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