Jennifer Scholz
Colorado Springs,CO
Summary
Accomplished Business Process Consultant & Project Manager with a proven track record of creating and implementing large scale sales programs. As a consultant it is my job to identify, understand and help improve performance to coaching, sales conversations, leadership development and creating new tools to improve efficiency and effectiveness for Omni leaders. I have worked for more than 13 years on projects related to sales, onboarding new members, hiring strategies, leadership development and creating strategy to improve performance and drive accountability in both the Insurance and Bank organizations within USAA. I have a strong coaching background including more than 10 years coaching leaders, including executives, mentoring and facilitation skills. Along with project management and sales & service experience, I have over 10 years of experience creating strategies from Talent Acquisition to sales training and coaching programs. Strong ability to translate ideas into action, including translating stories and business requirements into IT solutions. Recognized for my ability to develop strong relationships, creative approaches to business problems and having a passion for needs based sales. Business Leader proven to develop and implement business management initiatives. Creates business strategies, allocates resources, finds ways to increase productivity and assesses employee performance. Bridges communication between partners and suppliers with strong business acumen and managerial abilities.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Bank Business Process Consultant Lead, Bank Omnichannel Sales & Service Strategy
USAA
01.2017 - Current
- Created sales program & sales training for USAA contact centers including design of content, working with legal, risk and compliance to ensure a compliant sales program was created
- Created program to teach all instructors both internal and third-party suppliers to teach sales program to all incumbent and new hire employees of over 4,000 agents
- Created strategies to implement oversight over sales program including sales practices requirements
- Created governance program providing oversight over coaching program for USAA Bank Omnichannel contact center to ensure compliant coaching is occurring
- Co-Lead for large scale roll out and change management of USAA bank’s return to sales effort
- Partnered with marketing, product and process owners to bring awareness to USAA products and services to improve sales performance and help achieve annual sales goals
- Self-motivated, with a strong sense of personal responsibility.
- Applied Lean Six Sigma principles to identify root causes of inefficiencies, devising targeted interventions accordingly.
- Established KPIs for measuring process improvement success, regularly reporting progress updates to stakeholders.
- Collaborated with cross-functional teams to facilitate seamless change management initiatives.
- Presented findings from in-depth data analysis, providing critical insights for senior leadership decision-making processes.
- Optimized operational workflows for increased productivity and reduced errors.
- Implemented process improvements, resulting in significant time and cost savings.
- Improved overall company performance by designing innovative strategies to tackle complex business challenges.
Member Solutions Manager & PPM, Talent Selection Team
USAA
01.2015 - 01.2017
- Improved first year attrition and performance by enhancing the selection of talent into USAA
- Improved communication and effectiveness of the hiring process between the hiring team and Talent Acquisition teams resulting in improved manager accept rates and quality of candidates selected
- Influence the new employee on-boarding experience by implementing improved communication from employees, member contact learning and leadership
- Optimized workforce planning to improve efficiency in creating work schedules for entire hiring team
- Lead and influence peers, Talent Acquisition and leadership in a cross-site team through effective communication and coaching
- Took the initiative to act as the interim leader of the Talent Selection Team and effectively executed on business plans, further built relationships with the members of the Talent Selection Team and ensured our work continued to meet the needs of the business
- Maintained strong relationships with key clients through regular communication and exceptional service delivery.
- Enhanced client satisfaction by providing tailored solutions to meet their specific needs.
- Championed the adoption of industry best practices within the organization, elevating overall performance standards.
- Developed and implemented strategic plans for successful project completion, ensuring high-quality deliverables.
Member Solutions Manager, P&C and New Member Solutions (Acquisitions)
USAA
01.2006 - 01.2015
- Built a culture of employee empowerment, coaching for success and high performance on my teams as a contact center sales manager
- Proven success in building high performing teams as a manager in New Member Solutions as evidenced by my team consistently ranking in the top 10 out of 45 teams countrywide in sales performance and quality
- Influenced peer performance as a mentor for new managers using effective coaching and sales strategies
- Impacted employees’ career progression as an effective coach, mentor and leader resulting in numerous employee promotions to Senior Specialist, Relationship Specialist and Manager
- Three years as a project lead for creating and implementing the hiring and onboarding strategy for sales acquisition teams that resulted in hiring and onboarding over 2000 agents into the sales call center
- Maintained strong relationships with key clients through regular communication and exceptional service delivery.
- Enhanced client satisfaction by providing tailored solutions to meet their specific needs.
- Championed the adoption of industry best practices within the organization, elevating overall performance standards.
- Developed and implemented strategic plans for successful project completion, ensuring high-quality deliverables.
Member Solutions Senior Specialist, Property & Casualty Licensed Sales Agent
USAA
01.2001 - 01.2005
- Exceeded sales goals month over month as licensed Insurance Sales Agent
- Received recognition for 100%-member satisfaction in all of my interactions with members
- Influenced peer performance as sales coach and Senior resulting in improved performance for numerous sales agents across the organization
Sales and Marketing Director
Spare Time, INC
01.1998 - 01.2001
- Created and managed innovative marketing and advertising projects to improve sales, effectively retain membership and identify hot market opportunities of new members
- Developed and managed market analysis of demographics and market to ensure optimal use of advertising budget
- Created and managed internal and external sales promotions to help generate new business
- Created innovative and creative campaigns to increase and retain membership
- Completed several management and sales training programs that enhanced my skills which improved our overall sales results and employee performance
- Implemented innovative business plan to transform the organization to meet market demands
- Effectively hired, trained, coached and lead a team of customer service and sales staff
- Played a key role in the company''s strategic planning process by providing input on growth opportunities and potential challenges based on market analysis.
- Conducted market research to identify opportunities for expansion and growth in existing territories.
- Developed targeted marketing campaigns for specific industry segments, leading to increased brand awareness and lead generation.
- Cultivated a network of industry contacts that contributed to business development efforts and partnership opportunities.
Education
Project Management Training -
12.2022
Safe Product Owner/Product Manager -
10.2019
Leading Safe -
03.2018
Yellow Belt Certified -
08.2017
Master of Arts - Innovational Leadership
Western International University
07.2012
Bachelor of Arts - Sociology
California State University, Chico
05.1998
Skills
- Sales Team Leadership
- Process and Control Ownership
- Sales program creation & implementation
- Creative problem solving
- Strategic Planning
- Operations Leadership & Governance
- Sales Training Design & Execution
- Creation & Execution of Coaching Programs
- Risk Management & Sales Practices
- Data-driven solutions
- Change Management
- Leadership through influence
Certification
- Human Center Design, 12/01/22
- Leading Safe, 03/01/18
- Safe Product Owner/Product Manager, 10/01/19
- Yellow Belt Certified, 08/01/17
Timeline
Bank Business Process Consultant Lead, Bank Omnichannel Sales & Service Strategy
USAA
01.2017 - Current
Member Solutions Manager & PPM, Talent Selection Team
USAA
01.2015 - 01.2017
Member Solutions Manager, P&C and New Member Solutions (Acquisitions)
USAA
01.2006 - 01.2015
Member Solutions Senior Specialist, Property & Casualty Licensed Sales Agent
USAA
01.2001 - 01.2005
Sales and Marketing Director
Spare Time, INC
01.1998 - 01.2001
Safe Product Owner/Product Manager -
Leading Safe -
Yellow Belt Certified -
Master of Arts - Innovational Leadership
Western International University
Bachelor of Arts - Sociology
California State University, Chico
Project Management Training -
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