Natalyn Chumley
Phoenix,AZ
Summary
Seasoned Operations Manager and talented leader with 14 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Highly focused on compliance, profitability, employee experience, and efficiency.
Overview
9
9
years of professional experience
Work History
Operations Manager
USAA
07.2018 - Current
- Analyzed and reported on key performance metrics, leveraging data to optimize profits and exceed sales targets.
- Risk oversight and mitigation by keeping employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led onboarding and training of new hires to fulfill business requirements.
- Reduced operational risks while organizing data to forecast capacity and performance trends.
- Reported issues to higher management with great detail, resulting in process improvement for entire enterprise.
- Observed each employee's individual strengths and initiated effective coaching to improve areas of opportunity.
EMG Capacity POC
USAA
07.2018 - Current
- Call Center oversight on allocations for DEI and Special Events
- Collaborated with peers and senior leadership in coverage planning, last minute gap filling, and tracking participation for accountability conversations on IWWEs.
- Analyzed, troubleshot and enhanced coverage plan for leadership year after year, alleviating pain points based on leader feedback and voice of employees.
NMA Relationship Specialist (SR)
USAA
06.2017 - 07.2018
- Collected, analyzed and created data report for breadth and depth on sales and conversion rates for executive group.
- Long term Sit in Senior assignments.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas with insurance professionals.
- Forged and nurtured impactful relationships with employees and new hires to cultivate culture and loyalty.
- Leveraged sales expertise to teach insurance professionals and new hires to promote products and capitalize on upsell opportunities.
Licensed Insurance Sales Professional
USAA
08.2014 - 06.2017
- Developed sales strategies to increase sales of insurance policies.
- Recommended type and amount of coverage based on analysis of customers' circumstances using ethical and persuasive sales techniques.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
Education
Bachelor of Science - Organizational Leadership
University of Arizona Global Campus
Flagstaff01.2025
Skills
- Strategic Planning and Decision Making
- Logistics Oversight
- Data Analysis
- Performance Reporting and Evaluations
- Organizational Management
- Performance Monitoring
- Process Improvement
- Risk Management
- Project Planning and Development
- Workforce Management
- Employee Relations and Conflict Resolution
- Sales Presentations
- Quality Assurance Controls
- Onboarding and Orientation
Accomplishments
- Earned the “Made for Teamwork” Award in 2021 & 2023
- Earned the "Made for Leadership" Award in 2021
- Earned the "Made for Teamwork - District Level" Award in 2023
Timeline
Operations Manager
USAA
07.2018 - Current
EMG Capacity POC
USAA
07.2018 - Current
NMA Relationship Specialist (SR)
USAA
06.2017 - 07.2018
Licensed Insurance Sales Professional
USAA
08.2014 - 06.2017
Bachelor of Science - Organizational Leadership
University of Arizona Global Campus
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