Juan Salazar Torres

Sr. Operations & Planning Manager [Oct,23 to Present])

- Promoted to lead CW strategy and operations initiatives from Geico’s Spanish Department

- Lead a team of 11 direct regional operational supervisors (120+ indirect employees) in the Sales department. Responsible to drive operational excellence, performance management improvement, and profitable new business growth through our Hispanic market share

- Lead a team of 2 strategy and analytics supervisors (10+ business analysts) that:

• Create and maintain all department’s PowerBI operational dashboards through SQL data pulls (Data collection, Data validation and Data visualization) [500+ users]
• Lead analytical projects to drive company’s growth through customer’s segmentation on company's top 5 Hispanic populated states (Florida, Texas, Arizona, New Mexico, and California
• Review P&L results from Hispanic growth since we launched in 2019 to identify and create risk management initiatives to improve overall loss ratios and general expenses

Operations Manager (Sep, 22 to Feb,23)

- Served as a Sales & Service manager for GEICO’s Bilingual Dallas and Florida operations

- Directly oversee and manage 13 regional supervisors. Indirectly managed 120 hourly employees on our UW division.

- Lead all department surveys and FCR results by being the metric champion owner for Spanish CW operations team (500+ associates)

Results

• Promoted three Manager trainee candidates into FT regional supervisors in three months by delivering first quartile results
• Promoted 45 hourly associates to highest pay grade (63) by achieving all their core metrics targets.
• Developed and deployed the new regional metric champion structure to drive department performance through cross-collaboration, quartile management, and consistent regional communication for 90+ CW supervisors
• Created and lead the new pod structure to assist Sales & Service associates by covering all hours of operation and reducing average responses rate by over 300 seconds (35% improvement)
• Top Q4 Sales manager by accomplishing a 20% productivity improvement measured by total points sold (Sales), closure across all products (Auto, HO4, HO3, Cycle), and Cross-Selling %. All of this while improving staff sufficiency and efficiency by 6 pts, which resulted in an average reduction of 12,000 abandoned calls per year
• Top Q4 Service manager by increasing total productivity by 12 points, which is measured/driven by number of calls handled, Average Handling Time, and efficiency drivers (CST/CAT)
• Achieved a 9-pts improvement on excellent surveys’ percentage (Net Promoter Score) with over 7,000+ surveys (Between Sales and Service)
• Improved quality referrals (Bundle %) by 6 points, which account for 2,500+ more quotes on a 3-month rolling period
• Reduced turnover rates by 25%

Lead Business Strategy Analyst (Feb, 23 - Oct,23)

- Promoted as a Lead Strategy Analyst of Geico’s new strategic operations unit

- Responsible of all operational strategy initiatives to profitable grow Geico’s Auto, commercial, and renters’ insurance market share in the Midwest territory (Michigan, Ohio, Indiana, Illinois, Pennsylvania)

- Used data analytics tools to identify operational and product/pricing performance opportunities

within assigned territory, and draft data-driven strategies to drive KPIs impacting growth and/or

profit (SAS, SQL and Snowflake to extract policy level data).

- Projects & Results

• Impacted Michigan PIF (Policies-in-Force) YoY growth by over 15% through the operational expansion of company’s Spanish operations in the state. By targeting the state Hispanic market, we estimate to bind over 1,000 more policies each year ($3M+ written premium)
• Through SQL data pulls, I identified Michigan had the worse retention and attrition rates countrywide, mainly impacted by the new attestation & PIP option forms, and PURE (New underwriting product) retention execution. By partnering with Geico’s PPM (Pricing and Product), Underwriting, Claims, legal, IT, and product teams, I lead the full process updates that improved our quarterly overall lost policies rate by over 20%. Through these system, communication and operational changes, we estimate to retain over 80,000 policies in the next 5 years.
• Improved Michigan attestation liability claims time to resolve by over 6 days when there are coverage investigations for material misrepresentation. I developed a PowerApp and provided system requirements to include early intervention of ICS unit (First level of claims), and fully automate communication between Underwriting, claims legal, and liability team. Through this new app and dashboard, all communication updates are now stored, tracked, and reviewed in one share point to enhance cross-collaboration among the involved operational departments. We estimate to annually save over $1M in claims expenses (Adjusters and Underwriters salaries, towing, storage, and rental payouts), while improving the overall customer experience from the impacted customers (5 points improvement on FNOL and First contact surveys)
• Identified Michigan had the worse UIQ (Unsolved Internet Quotes) conversion countrywide through data analysis from our physical agencies results (MI: 1% vs CW:13%). After partnering with engineering and PPM teams, I discovered MI had several restricted zip codes from previous growth controls that were not removed once state reopened. To ensure profitability is not impacted on our new business customer group, I provided loss performance analysis to segment our bad risk through unfavorable UW characteristics. Through this change, Michigan’s Geico Field Agencies will receive over 3,000 lead each month, which will result in 5000+ more policies each year.
• Created Operational Performance dashboard for our countrywide sales and retention management teams to drive attrition, retention, surveys, and productivity results. Through SQL data pulls, I gathered the required tables to create PowerBI visuals broken down by manager to agent level, along with policy details for call monitoring. This dashboard is currently used by over 200 users to track and drive operational day to day execution.

Customer Care Ops & Project Manager (Jan,2022 - Sep, 2022)

- Selected as the principal project manager and operations manager of the first countrywide Customer Care departments at GEICO. Through this initiative, GEICO replicated and adopted the integrated customer contact center structure by combining all 4 main departments (UW, Sales, Service & Claims).

- Hired, established and lead these new specialty teams composed of 150 associates, 10 coaches, 10 trainers and 15 supervisors.

- Lead all the communication, planning and delivery of the project from beginning to end.

- Cross- collaborated with the different stakeholders from all core operations and strategy departments within GEICO (IT, Telecom, claims, service, sales, underwriting, CHO, legal, HR,

Learning & Development, CRM, Licensing, Training).

- Directly managed a team of 6 supervisors, 5 coaches, 1 business analyst, along with 90 indirect hourly employees.

- Project Results

• Improved FCR (First-Call resolution) by 12%. Contained over 61,000+ calls.
• Improved Customer Experience Surveys by 8 points (2000+ surveys).
• Reduced transfer rates by 17 points. Contained over 72,000+ calls.
• Assisted over 250,000 customers. Achieved a 25% productivity improvement compared to countrywide regular sales & service departments
• Reduced turnover by 35%. General expenses savings of over $800,000

Bilingual Project Manager (Oct, 2021 - Jan, 2022)

- Hiring & Staff Pipeline Development. Conducted over 150 manager interviews and built the leadership pipeline for bilingual sales and service departments. Grew Spanish units from 2019 to 2021 by over 600% (From 50 to 300+ associates)

- Created and established Bilingual Management Development programs to support accelerated growth and need for a skilled and knowledgeable bilingual leadership team. Through this program, over 50 associates were promoted into regional supervisors in the course of 12 months

- Lead all call routing, skilling, and efficiency driver initiatives to identify and successfully transfer calls to newly established bilingual teams

- Expansion Rollout:

• By partnering with different project stakeholders and countrywide partners, I rolled-out the first Bilingual company initiative to 35 different states in the course of 1 year.
• Lead all training, development and strategy of nationwide rollout for 200+ associates in a 1-year timeframe. These trainings were eventually used and rolled-out by all GEICO sales/service teams countrywide for their realignment strategy.

Bilingual Sales Supervisor (March, 2021 - October, 2021)

- Lead two different teams of 22 hourly associates and 3 coaches.

- Results (6 Months)

• Top 10% results within Geico's South Region (Florida, Texas, Arizona).
• Sold over 8,000 policies and add over $15M in written premium to regional books.
• Obtained an average result of 92% excellent surveys with over 5,000 survey responses
• #1 Sales Supervisor on South Region for three consecutive months (August-October).
• Set department promotional period record by promoting all associates from NHO (New Hire) to grade 63 (Highest pay grade for hourly employees) in less than 6 months.
• Created, led and deployed the Art of Sales & the Art of Supervision Workshop for all 24 regional supervisors.

Bilingual Emerging Leader (June 2020 - March 2021)

• Joined GEICO's Management-Accelerated Program where EL’s get all hands-on experience on all 4 main operations departments within GEICO which are Sales, Service, Underwriting and Claims teams (Lower & Upper Levels). Through this Two and a half year program, I rotated through all GEICO core departments learning all operational procedures and acquiring all required technical knowledge to become a more well-rounded and knowledgeable insurance leader. Additionally, I lead multiple regional and corporate teams and projects, while preparing for a senior management position.
• Claims Preservation of Evidence Project. Regional initiative to reduce number of claims which were wrongly misplaced on Continuing Unit Department (Upper Bodily Injury Level Claims).Through the creation and implementation of this new established process, I helped our southeast region to reduce 15% of our overall transfer rates from lower to upper level claims departments.
• Executive Mentorship: As part of the program, EL members are assigned to an Executive mentor (Regional Vice President) who tracks, mentors and prepares candidates for future director and above positions upon completion of rotational program.

Part Time

• Q4 Winners Circle recipient, which is given to top 10% mobile experts in assigned territory.
• As store floor leader, I was responsible for all store operations when RSM or RAM were not present. I conducted all opening and closing procedures (cash-flow reconciliation, inventory control, store cleaning, promotions merchandise assignment)
• I coached and helped my 5 store peers on how to improve their new accounts closure, cross-selling percentages, and drive their excellent surveys responses.

Yearly results:
- Opened over 1,000 new accounts
- Sold over $70,000 in accessories

- 95% overall excellent surveys (250+ responses)

Business Development Manager (January, 2020 - June, 2020)
● Promoted to Factoring sales division to serve as a bilingual
development manager.
● Developed a pipeline of over 500+ Carriers and Trucking companies. Shamrock's commercial department specializes in offering factoring, fuel card services and fleet tracking management systems to improve their cash flow, enhance their logistics and reduce their operating costs.
● Achieved a 45% lead conversion. Brought over $20M monthly revenue in new business through factoring and fuel card services
● Accomplished department first quartile placement for three consecutive months

Risk & Financial Analyst (June 2019 - January 2020)
● As a Financial & Risk Analyst, I oversaw and managed an assigned portfolio of clients by analyzing their balance sheets, contractual agreements, and cash flow reports.
● Based on assigned risk indicator, I determined funding limits and interest rates for a healthy ROI.
● Funded and managed risk from 7 enterprise clients from South America and Asia. Combined portfolio brought over $250M in yearly revenue.
● Established structure to follow on regular risk assessments, periodical reviews, and monthly procedures to mitigate department portfolio risk.

• Lead two of theMidwest (Kansas City) high-volume retail stores from Boost Mobile.
• Managed 3 hourly employees and oversaw all store operations (Cash-flow & Credit Card, Reconciliation, Inventory Control, Performance Management, Merchandise & Promotional Training, Store Maintenance)
• Achieved top store award on the Kansas City Metropolitan area for two consecutive months (March & April). Ranked top 5 for 6 consecutive months, over performing our monthly store new lines and accessories sold goals by 35%