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
2017.07 - 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
2012.08 - 2017.06
- 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
2009.04 - 2012.07
- 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)
2000.10 - 2009.02
- 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
2017.07 - Current
Senior Manager, Operations
NATIONAL GENERAL INSURANCE, An Allstate Company
2012.08 - 2017.06
Lending Protection Manager
CUNA MUTUAL GROUP
2009.04 - 2012.07
Senior Supervisor, Call Center
Western United Insurance (subsidiary of CSAA)
2000.10 - 2009.02
Bachelor of Science in Management -
California Coast University
- Certified DDI Facilitator, since 2019
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