MICHAEL BROWN
Seattle,WA
Summary
Results-driven Field Operations Director 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
7
7
years of professional experience
Work History
National Director of Field Operations
KNA Solutions LLC
05.2023 - Current
- Looked for and developed talent in business unit for succession planning.
- Challenged current business processes and directed management to eliminate waste by reducing non-value-added activities.
- Led 5 field representatives in delivering quality, on-time and cost-effective client objectives.
- Met with senior management to determine needs and develop roadmaps.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
SENIOR REGIONAL MANAGER
REMOTE
05.2020 - Current
- Oversaw daily, weekly and monthly business reporting and leveraged information to optimize forecasting and future business plans.
- Tracked KPIs against benchmarking, market trends and competitor activities to develop strategic improvement plans.
- Drove continued growth across business areas by partnering with first-line management on revised approaches to customer service, sales and operational leadership.
- Managed day-to-day tactical and long-term strategic activities within the business
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
STAFFING OPERATIONS SUPERVISOR
KNA Solutions LLC High
05.2019 - 05.2020
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Liaised between internal teams and external clients/partners to deliver product information, properly manage client expectations, and provide prompt status updates
- Encouraged and promoted ideas aligned to business needs and benefits.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
SALES MANAGER
Ryan Bishoff State Farm Agency
01.2018 - 01.2019
- Managed a team of four sales employees
- Handled customer relations issues, enabling quick resolution, and client satisfaction. Tracked individual team member production and leads
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Managed revenue models, process flows, operations support and customer engagement strategies.
SALES ASSOCIATE
Ryan Bishoff State Farm Agency
01.2017 - 01.2018
- Individual contributor for the sales team
- Maintained high volume sales contributions in 2017 allowing the office to become recognized as one of the top ranked agencies in the State Farm Presidents Club
- Engaged with customers to build rapport and loyalty.
- Generated new sales leads to achieve and exceed monthly sales goals.
Education
Bachelor of Business Administration - Finance
Kennesaw State University
ATLANTA, GASkills
- Customer Service
- Employee Performance Reviews
- Workflow Planning
- Conflict Resolution
- Business Reporting
- Workday & ADP
- Program Leadership
- KPI Tracking
- Strategic Planning
- Financial Services
- Communication
- Microsoft Office
Timeline
National Director of Field Operations
KNA Solutions LLC
05.2023 - Current
SENIOR REGIONAL MANAGER
REMOTE
05.2020 - Current
STAFFING OPERATIONS SUPERVISOR
KNA Solutions LLC High
05.2019 - 05.2020
SALES MANAGER
Ryan Bishoff State Farm Agency
01.2018 - 01.2019
SALES ASSOCIATE
Ryan Bishoff State Farm Agency
01.2017 - 01.2018
Bachelor of Business Administration - Finance
Kennesaw State University
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