Phillip J. Olson
St. Charles,Il
Summary
Skilled Business Development leader offering 20 years of experience in leading operations and enhancing revenue. Bringing expertise in client acquisition and contract negotiation, along with excellent interpersonal communication, relationship-building and team leadership abilities. Results-driven and proactive with demonstrated record of accomplishment in meeting and exceeding sales and revenue objectives.
Overview
14
14
years of professional experience
Work History
Director of Agency Operations
Covered Insurance
03.2023 - Current
- Assessed customer needs and developed individualized solutions to increase sales conversion.
- Designed strategic outreach campaigns to enhance agency development in market.
- Established KPI's and implemented dashboards to monitor agency services and identify opportunities to improve conversion and retention.
- Mapped customer journey and identified all opportunities to wow the customer.
- Secured new partnerships by identifying and pursuing potential collaborators within various industries.
Operations Director
Kemper
02.2022 - 02.2023
- Responsible for the administration and servicing of $500M in written premium.
- Improved company revenue by collaborating with marketing, sales, and claims to define, implement, and revise operational policies and guidelines.
- Led outsourcing efforts that increased service levels by 50% without compromising the quality customers deserve.
Operations Manager
Kemper/American Access Casualty Company
01.2017 - 02.2021
- Responsibilities: Training for Claims, Underwriting and Customer Service, project management, IT project prioritization, User Acceptance Testing for IT projects, vendor management, contract negotiation and administrative support for the Claims Department.
- Project Management Officer responsible for departmental communication and project sign off.
- Increased team productivity by automating various aspects of the job.
- Appointed to the Kemper/American Access acquisition team. Led the transformational efforts to bring the Underwriting, Customer Service, Training, Operations, and Claims teams into the Kemper fold.
Call Center Manager
Kemper/American Access Casualty Company
01.2016 - 01.2017
- Managed team of 5 direct reports and 50 staff members.
- Implemented robust phone reports with KPI’s directed at meeting business growth goals.
- Facilitated a 15% increase in productivity by focusing on performance management.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Negotiated Towing and Roadside service agreements; reducing annual spend by 25%.
Vice President of Financial Aid
Career Education Corporation
01.2012 - 01.2015
- Responsible for the awarding and disbursement of approximately $1B in federal funding annually.
- led cross functional team focused on the establishment of new strategic partnerships.
- Supervised two Financial Aid directors and maintained responsibility for six managers and up to 100 front line staff members.
Director of Financial Aid
Career Education Corporation
01.2010 - 01.2012
- Process included: counseling on financial aid eligibility, working with students to determine appropriate monthly payment amounts, assisting students with document completion.
- Achieved 90% or greater financial aid completion rates (per start).
- Received internal performance coach certification.
- Provided financial aid counseling to enrolled and prospective students.
Education
Bachelor of Arts - English
Northern Illinois University
Dekalb, Il2003
Skills
- Lead Conversion
- Cross functional leadership
- Change management
- Project management
- Budgeting and forecasting
- Salesforce
- Team Leadership
- Employee relations and conflict resolution
- Strategic Partnerships
Accomplishments
- 2013 AIU Serious Talk, Debunking Financial Aid Myths. Financial Aid: What is a Stipend and How Can It Be Used? - YouTube
- 2013 AIU Serious Talk, Guest Speaker: Paying for College: Options Beyond Federal Financial Aid - YouTube
- 2011 Financial Aid Office of the Year
- 2011 Financial Aid Manager of the Year
- 2007 Outstanding Leadership Award
- 2004 Team Player Award
Timeline
Director of Agency Operations
Covered Insurance
03.2023 - Current
Operations Director
Kemper
02.2022 - 02.2023
Operations Manager
Kemper/American Access Casualty Company
01.2017 - 02.2021
Call Center Manager
Kemper/American Access Casualty Company
01.2016 - 01.2017
Vice President of Financial Aid
Career Education Corporation
01.2012 - 01.2015
Director of Financial Aid
Career Education Corporation
01.2010 - 01.2012
Bachelor of Arts - English
Northern Illinois University
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