Kathy Bailey
Olmsted Falls,OH
Summary
Forward-thinking senior manager with a proven track record in effectively managing teams of 100+ employees and up to 10 direct reports to achieve challenging objectives. Adept at imparting a clear vision that guides cohesive, high-performing teams towards success. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Experience
NATIONAL GENERAL INSURANCE, An Allstate Company
07.2017 - Current
- Created, mentored and developed a high-performing L&D team for National General Operations
- Executed comprehensive L&D strategies that support business objectives and enhanced team member capabilities
- Drive organizational change initiatives, including restructuring transformation from 100% ILT to VLT during pandemic
- Established and maintained relationships across multiple AORs to ensure both Quality and Training programs meet business needs
- Led the design and facilitation of a department-wide leadership development program
- Oversee the Quality Assurance team responsible for auditing interactions for Operations, Sales, and UW departments
- Provide direction in monitoring department performance, formulating, and implementing action plans and KPIs
- Manage department recruitment and selection, training and performance management, approving merit increases, promotions, and terminations for QA and L&D teams. .
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Senior Manager, Operations
NATIONAL GENERAL INSURANCE, An Allstate Company
08.2012 - 06.2017
- Provide leadership and guidance for 8-10 call center supervisors leading 200-250 frontline call center representatives
- Quickly established credibility with staff, and leadership team through outreach, feedback, and results
- Successfully led the new site through organizational change in culture shift driven by ownership change
- Lead initiatives to improve service levels while maintaining team morale
- Responsible for recruiting, interviewing, and hiring staff as needed to maintain service levels
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Lead the training team responsible for ongoing new hire and continuous education
- Manage department recruitment and selection, training and performance management, approving merit increases, promotions, and terminations.
Lending Protection Manager
CUNA MUTUAL GROUP
04.2009 - 07.2012
- Successfully managed territory of 5-8 credit unions participating in the Lender Development Program across the western region of the U.S
- Facilitated training on lending protection products and sales techniques.
- Led regular follow-up sessions with past participants to reinforce key learnings, assess progress, and offer additional support as needed.
- Coached individuals on the development of personal leadership styles and techniques, fostering professional growth and confidence.
Senior Supervisor, Call Center
Western United Insurance (subsidiary of CSAA)
10.2000 - 02.2009
- Supervisor, Call Center (~4 years)
- Successfully led the transition of the call to a new location, while maintaining service levels and business operations.
- Underwriter – Personal Lines (~ 1 year)
- Claims Adjuster (~2 years)
Education
Bachelor of Science in Management -
California Coast University
Skills
- Emotional Intelligence
- Leadership Development
- Resource Allocation
- Problem-Solving
- Negotiation and Conflict Resolution
- Managing Operations and Efficiency
- Analytical Thinking
- Strategic Planning
- Interpersonal Communication
- Cross-functional Team Coordination
Certification
- Certified DDI Facilitator, since 2019
Timeline
Senior Manager, Customer Experience
NATIONAL GENERAL INSURANCE, An Allstate Company
07.2017 - Current
Senior Manager, Operations
NATIONAL GENERAL INSURANCE, An Allstate Company
08.2012 - 06.2017
Lending Protection Manager
CUNA MUTUAL GROUP
04.2009 - 07.2012
Senior Supervisor, Call Center
Western United Insurance (subsidiary of CSAA)
10.2000 - 02.2009
Bachelor of Science in Management -
California Coast University
- Certified DDI Facilitator, since 2019
Similar Profiles
Paul GaylesPaul Gayles
Senior Insurance Team Lead at National General Insurance An Allstate CompanySenior Insurance Team Lead at National General Insurance An Allstate Company
Ashley JohnsonAshley Johnson
Claims Representative at Allstate/National General InsuranceClaims Representative at Allstate/National General Insurance
Isaiah EubanksIsaiah Eubanks
Sales and Service Agent at Direct Auto Insurance (National General/Allstate)Sales and Service Agent at Direct Auto Insurance (National General/Allstate)