Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Scott Sullivan

Des Moines,IA

Summary

Industrious and enthusiastic management professional. Proven to consistently meet productivity, business and customer service objectives. Skillfully work with all employees to enhance performance and improve day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction. Equips employees to meet goals by building collaborative and skill-based culture. Focused on delivering decisive, forward-thinking and positive team leadership to enable production success with effective work flows.

Overview

7
7
years of professional experience

Work History

Team Lead

Infosys McCamish
Des Moines, IA
10.2019 - Current
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics
  • Assigned daily employee tasks and monitored activity and completion
  • Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention
  • Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations
  • Provided supportive link between external customers and internal operations
  • Built, managed and coached in-sourced and outsourced team, implementing training programs to improve efficiency and productivity by over 12%
  • Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team

Annuity Case Manager

Crump Life Insurance
Salt Lake City, Utah
08.2018 - 06.2019
  • Advising agents on specific steps and processes of how to issue and manage annuities
  • Provided in depth knowledge of tax qualifications and functions of specific annuity contracts
  • In depth analysis of calculations of income riders and annuity accumulation values
  • Lead specific territory of southern California, Hawaii, and Arizona to come in at 208% over prior year in revenue
  • Oversaw various Annuity projects from conceptualization to completion
  • Proactively identified and solved complex problems as escalation contact impacting operations management and business direction

Contact Service Representative

Athene Life and Annuity
West Des Moines, Iowa
03.2017 - 07.2018
  • Improved productivity by providing CSR performance feedback for corrective action
  • Reviewed customer data to assess current issues and determine eligibility for potential solutions
  • Established membership loyalty, executing flawless customer account management
  • Reviewed over 100 Fixed and indexed annuity policies daily to establish and enforce rules with customers request
  • Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations

Technician

ECO Water
Des Moines, Iowa
04.2016 - 02.2017
  • Performed diagnostics, troubleshooting and evaluations on reverse osmosis water purifiers
  • Recommended corrective and preventative actions to boost product reliability
  • Managed quality control and maintained high customer satisfaction
  • Installed and maintained control systems and other technical components to complete engineering designs
  • Evaluated new engineering plans to check technical feasibility and conformance with applicable codes and standards
  • Prepared daily operational reports and provide information to supervisors
  • Communicate product and machine failure details to design team and reliability departments
  • Set up, configured and monitored safety equipment protecting technical personnel
  • Monitored all parts and devices used on each service call
  • Delivered knowledge of design techniques, tools and principles involved in production of precision technical plans, blueprints, drawings and models
  • Interpreted manuals and manufacturer instructions to effectively install and troubleshoot devices
  • Demonstrate excellent mechanical knowledge of machines and tools, including design, use, repair and maintenance

Education

High School Degree -

Indianola High
2014

Skills

  • Operations monitoring
  • Group presentations
  • Workflow Analysis
  • Customer requirement prioritization
  • Team Leadership
  • Quality Assurance
  • Risk Management
  • Project Management
  • Policy and procedure adherence
  • Staff Management
  • Business Development
  • Verbal and written communication
  • Business planning
  • Operations management
  • Training development aptitude
  • Employee relations

Accomplishments

  • Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.
  • Designed clear, concise, and understandable courses that were utilized by trainers throughout the company in office locations worldwide.
  • Collaborated with team of 15 in the development of OceanView.

Timeline

Team Lead

Infosys McCamish
10.2019 - Current

Annuity Case Manager

Crump Life Insurance
08.2018 - 06.2019

Contact Service Representative

Athene Life and Annuity
03.2017 - 07.2018

Technician

ECO Water
04.2016 - 02.2017

High School Degree -

Indianola High

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