NATHAN SOLTICE
Kansas City,MO
Summary
Results-oriented Sales Operations Leader with formal training in sales management and service-centered contact center dynamics. Demonstrated proficiency in cultivating high-performance workplace environments through inspirational leadership, strategic collaboration with stakeholders, and refining workforce management forecasting. Adept at analyzing key performance indicators (KPIs), identifying trends, and implementing operational enhancements to drive efficiency. Skilled in leveraging data analysis to achieve targeted outcomes, establish clear objectives, and streamline operational processes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager of Training Design, Delivery & Certification
Farmers Insurance Group
06.2022 - Current
- Lead organizational overhaul of Farmers talent development ecosystem to ensure enterprise training is scalable, relevant, and effective
- Project scope included revitalization of program design, delivery methods, program measures of success and overall operational effectiveness
- Creation and implementation of leadership development program for accelerated and progression talent, leading to promotions for 22% of participant population
- Spearheaded collaborative project with Service Operations to enhance speed at which new hires achieve proficiency, boost retention rates, and cultivate more positive employee experience
- This initiative aimed to establish consistency in learner support and evolve content facilitation methods.
- Reduced operational costs through comprehensive process improvement initiatives and resource management
Director of Operations
Farmers Insurance Group
11.2016 - 06.2022
- Led large-scale task force that successfully identified lowest risk, highest impact contact types that resulted in greater chat bot containment and 16% less work routed to our network of vendors
- Developed and executed strategy to exceed organizational operational performance objectives, resulting in 7% increase in first contact resolution
- Creation and implementation of internal communication group, improving leader & employee communication results by 20%
- Creation of cross functional team tasked with conceiving strategy that produced record breaking employee experience response rates and dramatically enriched employee experience
- Timely implementation and employee training for departmental usage of Salesforce to evolve service model
- Designed and delivered approach to leadership development that led to 13 promotions.
Executive Director of Online Enrollment
Oral Roberts University
02.2016 - 11.2016
- Appointed to conceptualize and implement new contact center for Online Learning department, focused on recruiting and retaining online students after divestiture with third-party corporation
- Successful achievement of monthly, quarterly and yearly student enrollment and retention revenue goals without use of sales commission
- Timely implementation and employee training for departmental usage of Salesforce CRM and Podio project management
- Complete ownership of strategic planning, development of operations and long-term software solutions aimed at revenue growth, process improvement and institutional efficiency
- Creation and facilitation of departmental KPI’s to university President
- Develop and monitor statistical reports to enhance sales strategies, quarterly forecasting, and operational efficiency with emphasis on bottom line productivity and institutional growth
- Facilitate collaborative efforts within 5 business units to achieve organizational enrollment, retention and persistence goals to ensure revenue goals were accomplished and institutional growth was achieved.
Director of Admissions
University of Arkansas-Grantham
02.2008 - 02.2016
- Directly responsible for revenue growth through the acquisition, enrollment and retention of new students
- Successful achievement of monthly, quarterly and yearly student enrollment and retention revenue goals without the use of sales commission
- Complete ownership of the strategic planning and operational aspects of the University Admissions Department aimed at revenue growth, process improvement and institutional efficiency
- Facilitation of student enrollment, retention and student persistence metrics to the Board of Directors and Board of Governors comprised of public and private sector investors, nationally recognized advisors for fortune 100 companies, relevant published authors and highly decorated Military veterans
- Develop and monitor statistical reports to enhance sales strategies, quarterly forecasting, and operational efficiency with an emphasis on bottom line productivity and institutional growth
- Opportunity to create and implement department wide “Leadership Development Program” to ensure employee engagement, empowerment and career progression
- Timely implementation and employee training for departmental usage of Salesforce to ensure organizational growth.
Education
Master of Business Administration -
University of Arkansas-Grantham
Kansas City, MO05.2010
Bachelor of Arts-Multidisciplinary Studies -
University of Arkansas-Grantham
Kansas City, MO05.2008
Skills
- Operations Management
- Staff Training and Development
- Sales Training and Leadership
- Salesforce CRM
Certification
SAFe Agile Change Management
ADKAR Change Management
Salesforce CRM
Timeline
Manager of Training Design, Delivery & Certification
Farmers Insurance Group
06.2022 - Current
Director of Operations
Farmers Insurance Group
11.2016 - 06.2022
Executive Director of Online Enrollment
Oral Roberts University
02.2016 - 11.2016
Director of Admissions
University of Arkansas-Grantham
02.2008 - 02.2016
Master of Business Administration -
University of Arkansas-Grantham
Bachelor of Arts-Multidisciplinary Studies -
University of Arkansas-Grantham
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