Renato Miljatovic

Headed a nationwide general lines agency focusing on commercial, personal, life, and health insurance, producing over 1,700 sizable policies in sixteen states

• Engaged with all levels of professionals to negotiate a 10% cost reduction for clients by contract negotiation of a lowered down payment interest rate, resulting in improved short- and long-term customer service, agency relationships and retention
• Devised tailored SOPs for property and casualty insurance branch, collaborating across engineering, sales, and legal teams, minimizing compliance exposure from 33% to 2%, increasing sales by 2.2MM
• Established employee-customer matching rulesets to enhance stakeholder journey by utilizing employees' language and expertise skills, hiking average renewal rate from 69% to 89%
• Spearheaded initiative to hire virtual assistants to automate 90% of customer service and quote processing, resulting in 32% savings in variable cost
• Conducted employee interviews, leading to a redesigned benefits package and a 77% drop in employee churn
• Instituted agency accounting guidelines based on GAAP principles, eliminating erroneous payments to insurance carriers and premium finance companies by 89%
• Scaled firm from focusing on local clients to 16 states nationwide by researching and leveraging synergies in insurance across states, boosting annual revenue by 35% while keeping operational costs below 32%
• Led a cross-functional team to automate the quoting process and streamline CRM and ERP workflows, resulting in a 78% sales conversion rate and a 4-day reduction in sales closure time
• Directed development and launch of a new website by lowering number of clicks to get a quote, improving usability, generating more leads, raising sales by 7% in first year of launch
• Constructed and executed a mobile application with engineering team linked to agency management software, resulting in risen retention and new cross-selling leads, by 8% in first quarter of launch

Directed operations of a bookkeeping and tax preparation firm servicing small and medium-sized businesses with portfolio of over 2,500 clients

• Originated business strategy to focus on low volume high-value client acquisition to adapt to market trends, pivoting teams to focus on business clients, leading to sizeable ROI on marketing by 84%
• Allied with Internal Revenue Services, decoding tax publications and providing tax notice resolutions, to save $22M in tax debt for 2,443 clients
• Re-engineered workflows by employing task management software across cross-functional teams to mitigate interdependencies of teams, lowering account processing time by 47%
• Instituted weekly business reviews, quarterly performance reviews, and learning and development budgets, enhancing employee productivity and furthering sales goal achievement to 89%
• Adopted a virtual first approach, invented and commenced a cloud-based client portal to expand into 14 states, soaring customer base from 435 to 2631 in 2 years
• Brokered acquisition of business to an investment group, leading due diligence partnership, to close contract within 30 days, and transitioned company to new management in 3 months, boosting value from 3% to 7%

Founded a tax preparation firm servicing small and medium-sized businesses with portfolio of over 7,300 clients

• Spearheaded strategic expansion efforts by managing and overseeing 11 tax offices across Dallas/Fort Worth vicinity, resulting in significant market presence and revenue growth
• Championed employee engagement and management operations across all 26 establishments, fostering a culture of excellence and ensuring seamless operations
• Continuously balanced monthly general ledger accounts for all 26 offices, ensuring precise cost recording and month-end accruals, contributing to financial stability and compliance
• Took the lead in educating tax preparers across 26 offices and providing sustained support during tax filing phase, enhancing employee skills and ensuring high-quality service delivery
• Forged strategic partnerships with Ave Cash and Express, increasing brand visibility, market reach, and community engagement, leading to a 75% year-over-year growth in seasonal tax preparation services

Managed front-end operations in 7 locations through strategic thinking, process optimization, and team leadership to ensure operational excellence in the banking environment

• Mentored, trained, and developed entry-level and existing leadership in the retail division
• Responsible for achieving financial performance & revenue goals for all front-end operations while managing revenue cycle management through a third party vendor
• Partnered with executive leadership to adapt and align on innovative marketing strategy, built cross-selling workflows for bank tellers, increasing loans and credit card lines by 234%
• Steered a team of 47 bank tellers across 7 branches to achieve 100% compliance with regulatory obligations by developing and implementing a training program and fostering a culture of compliance
• Oversaw daily financial reports and monthly P/L reports for 7 locations
• Collaborated with software development team to streamline credit card application process by developing an internal referral portal, decreasing referral processing time from 15 minutes to 3 minutes
• Created audit process template to aid teller audits, decreasing errors and omissions by 24%