katie browning
Hitchcock
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
21
21
years of professional experience
1993
1993
years of post-secondary education
1
1
Certification
Work History
General Manager
Osix Ai United Insurance
Stafford
01.2025 - Current
- Managed daily operations of insurance services for client satisfaction.
- Coordinated team activities to ensure efficient workflow and communication.
- Developed training materials for new employees on company policies and procedures.
- Oversaw client interactions, addressing inquiries and resolving issues promptly.
- Assisted in strategic planning meetings to align team goals with company objectives.
- Maintained compliance with industry regulations and internal policies consistently.
- Trained employees on duties, policies and procedures.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Administered employee discipline through verbal and written warnings.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
District Manager
Discover Insurance Agencies
Texas City
04.2005 - 12.2024
- Led operational strategy across multiple insurance agencies in the district.
- Developed training programs for new agents to enhance product knowledge.
- Implemented customer service protocols to improve client satisfaction levels.
- Coordinated regional marketing initiatives to boost brand awareness and engagement.
- Managed compliance with insurance regulations and company policies across locations.
- Facilitated communication between agency staff and corporate leadership teams.
- Oversaw recruitment processes to build high-performing sales teams in the district.
- Conducted regular store visits to ensure compliance with company policies, standards, and regulations.
- Managed all personnel matters within the district including recruitment, hiring, performance reviews, disciplinary actions.
- Provided ongoing coaching and training for store managers on how to maximize productivity and profits.
- Resolved customer complaints quickly and effectively while maintaining a high level of customer service satisfaction.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Ensured that all stores met their monthly targets by providing guidance and support as needed.
- Identified opportunities for process improvement across multiple locations within the district.
- Regularly communicated updates regarding changes in corporate policies or procedures down through store level employees.
- Reviewed inventory levels at each store in order to ensure adequate stock availability.
- Mentored team members by demonstrating best practices for sales and customer service.
- Collaborated with other departments such as marketing, human resources, finance, to achieve goals set by upper management.
- Cultivated positive rapport with associates and team leadership.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Developed training materials for new employees on company policies and procedures.
- Oversaw client interactions, addressing inquiries and resolving issues promptly.
- Assisted in strategic planning meetings to align team goals with company objectives.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Guided management and supervisory staff to promote smooth operations.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Formed and sustained strategic relationships with clients.
Education
Ged
Jackson, MISkills
- Client relationship management
- Employee supervisor
- Inventory management
- Customer service excellence
- Strategic planning
- Performance evaluation
- Conflict resolution
- Effective communication
- Leadership development
- Time management
- Staff supervision
- Performance improvements
- Training and development
- Human resources leadership
- Team oversight
- Goal setting
- Business administration
- Employee development
- Workflow planning
- Motivation
- Staff training/development
- Operations Start-up
- Administrative skills
- PC competent
- Troubleshooting expertise
- Employee scheduling
- Staff motivation
- Staff development
- Recruitment
- Supervision and training
- Public relations
- Advertising and marketing
- Training and coaching
- Sales team development
- Human resources management
Certification
- General lines license (attached)
Google reviews
- Customer reviews of my service
- Employers responses
References
References available upon request.
Timeline
General Manager
Osix Ai United Insurance
01.2025 - Current
District Manager
Discover Insurance Agencies
04.2005 - 12.2024
Ged