Lorraine Tran
San Jose,CA
Summary
Experienced Operations Manager with exceptional customer service skills, consistently surpassing customer and employer expectations in the insurance industry. Demonstrated success in exceeding performance metrics and driving team success. Dedicated to fostering a culture of mentorship within the organization.
Proven track record of leveraging mentorship to achieve professional and personal growth. Committed to paying it forward by guiding and supporting junior colleagues in their career advancement. Skilled in sharing knowledge and experiences to motivate others to reach their fullest potential, contributing to overall company success.
Overview
25
25
years of professional experience
Work History
Operations Manager
Todd Harman Insurance Agency
2014.08 - Current
- Maintained over $1 million worth of current business while also generating additional revenue for the agency.
- Responsible for 10% increase in total annual cross-selling.
- Led hiring, onboarding, and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer experience by delivering exceptional assistance and comprehensive product expertise. Established clear communication channels and addressed concerns promptly; resulting in a 7% increase in customer retention.
- Oversaw agency ensuring optimal functionality of equipment and infrastructure at all times.
- Defused situations with difficult or upset customers.
Human Resource & Center Director Assistant
Flex College Prep
2012.12 - 2014.08
- Provided recommendations and solutions on any issues concerning the program, including assignment of classrooms
- Provided support to the Center Director, College Counselors, and instructors by conducting calendar management, meeting coordination, attendance, correspondence, and client interface
- Administered, explained, and provided PSAT, ACT, SAT I, and SAT II tests to students and potential instructors
- Created and organized workshop fliers for Marketing
- Reorganized and implemented new procedures to seamlessly track records for Finance for 4 branches.
- Maintain integrity and confidentiality of all records. Performed periodic audits of HR files so the required H-1B Visa program is organized and compliant.
- Staff accountability for 4 branches Los Altos, Cupertino, Fremont, and Almaden-San Jose which include 130 staffs.
Account Services & Sales Representative
Liberty Mutual Insurance
2006.01 - 2012.08
- Made at least 300 outbound calls weekly to prospective clients, effectively pitching products and services to generate leads and sales. Consistently exceeded daily call quotas by 15%, resulting in a high conversion rate and increased revenue for the company.
- Maintained internal and external communications regarding claim status
- Underwrote new and renewal businesses for personal insurance
- Developed and implemented marketing sales plan and managed all phases of sales cycle from prospecting to close
- Provided presentations to decision-makers in various organizations
- Counseled and advised prospects and policyholders on matters of coverage protection
Recruitment Coordinator
Placement Pros Staffing Agency
2005.08 - 2006.01
- Recruiting, interviewing, and hiring candidates using various online sites
- Perform background checks, drug screening, and setting up computers for evaluation tests.
- Serves as point of contact between candidates and hiring managers, providing updates, answering questions, and communicating effectively throughout the hiring process.
- Prepared reports and performed other administrative duties as needed to support the recruitment team.
Account Manager/Sales Representative
Care Insurance Agency
1999.02 - 2005.08
- Managed brokerage and agent relationships, serving as a liaison between insureds and carriers
- Processed insurance invoices and managed insurance programs such as fidelity, surety, general and auto liability, property, bonds, and workers' compensation
- Underwrote new and renewal business for contractors, garage owners, auto-repair shops, manufacturers, property owners, retail and wholesale business owner programs
Education
Bachelor of Science -
Mission College
Santa Clara, CAHuman Resource Management Certificate -
Mission College
Santa Clara, CA05.2012
High School Diploma -
Hiram Johnson High School
Sacramento, CA06.1994
Skills
- Goal-Oriented
- Problem-Solving
- Team Leadership
- Customer Retention
- Decision-Making
- Staff Training
- Operations Oversight
- Client Relationships
- Time management skills
- Bilingual
- Teamwork and Collaboration
- Revenue Generation
- Meticulous attention to detail
- Information Confidentiality
- Software Knowledge: Outlook, Google Docs, MS Word, Excel, PowerPoint, Salesforce -APEX, Guidewire, Tam, Express, eCMS, and various brokerage online platforms
- Continuous improvement
Licensing
- Property & Casualty License
- Life and Accidental Health License
- Loan Officer
References
Available upon request
Community Involvement
Committed to community service. Volunteer work with military families at the San Jose VA office and community soup kitchen.
Timeline
Operations Manager
Todd Harman Insurance Agency
2014.08 - Current
Human Resource & Center Director Assistant
Flex College Prep
2012.12 - 2014.08
Account Services & Sales Representative
Liberty Mutual Insurance
2006.01 - 2012.08
Recruitment Coordinator
Placement Pros Staffing Agency
2005.08 - 2006.01
Account Manager/Sales Representative
Care Insurance Agency
1999.02 - 2005.08
Bachelor of Science -
Mission College
Human Resource Management Certificate -
Mission College
High School Diploma -
Hiram Johnson High School
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