Jessica Federico
Saginaw
Summary
Dynamic Operations Manager with a proven track record at Valley United Insurance Agency, Inc., excelling in team leadership and customer service. Enhanced employee retention through effective staff development and conflict resolution. Achieved significant improvements in performance outcomes by implementing policies and fostering a culture of accountability.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Operations Manager
Valley United Insurance Agency, Inc
06.2014 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Liaison with local Employer Clients, Insurance Carriers, and Independent Agents within our office to provide benefits, renew and review benefits, handle contracts and customer service for employers and employees.
Field Resources Manager/Corporate Trainer
TAB Retail Remodeling
01.2003 - 01.2012
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Bachelor of Science - Business Management
Northwood University
Midland, Michigan, MI05-2019
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Staff training
- Staff management
- Policies and procedures implementation
- Staff development
- Customer relationship management
- Maintaining compliance
- Client relationships
- Client relations
Certification
Licensed as a Resident Producer in the State of Michigan
HIPAA Certified
Timeline
Operations Manager
Valley United Insurance Agency, Inc
06.2014 - Current
Field Resources Manager/Corporate Trainer
TAB Retail Remodeling
01.2003 - 01.2012
Bachelor of Science - Business Management
Northwood University
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