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| Desired Industry: Human Resources |
SpiderID: 19047 |
| Desired Job Location: Denver, Colorado |
Date Posted: 2/14/2008 |
| Type of Position: Other |
Availability Date: |
| Desired Wage: |
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U.S. Work Authorization: |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: |
Willing to Relocate: Yes |
Objective:
A highly competent and accomplished Management Professional with a
proven track record of outstanding achievements
PROFESSIONAL PROFILE
Over 17 years of solid experience in managing complex business operations and initiatives including, customer relations, legal, claims, underwriting, and teaching. Additional expertise includes:
„« Excellent ability to establish strong customer base and repeat business through exceptional market knowledge, sales ability, and customer service.
„« Established record of building and managing cohesive/productive teams through well-developed training and development qualifications; possess enthusiastic and creative teaching style.
„« Effective planning and organizational skills with the ability to provide high-level, systematic standards of performance within a team environment.
„« Consistent performer and high achiever with the ability to cultivate and manage key account relationships with high caliber and multi-cultural clientele.
„« Effective communication and interpersonal skills; highly experienced working with executive staff to plan and attain specified goals while improving policies, procedures, processes, and productivity.
Experience:
PROFESSIONAL EXPERIENCE
PROGRESSIVE CORPORATION
Mayfield Village, OH 1997¡V2007
Serving the fourth-largest auto insurance company in the country with over 8 million customers and annual revenues exceeding $7 billion; consistently achieved record of increased management responsibilities.
Manager, Policy Services (2002¡VDecember 2007) ¡V Mayfield Village, OH
• Direct customer service, state reporting including litigation and internet operations. Oversee activities of 150-225 staff and over 14 managers.
• Led a team that developed multi-site initiatives for leadership development and strategies.
• Served on a business resource team that implemented a company wide on-line resource tool that houses a center for metrics, performance, objectives, training and development.
• Assess, identify, develop, and implement multi-site policies, procedures, and processes to improve productivity, enhance growth, and increase revenue.
• Play key role in recognizing and instituting quality leadership staffing at multi-site operations.
• Created and implemented business strategies establishing leadership, organization development in alignment with strategic goals.
• Led a business process change, converting operations into a channel-focused business with functional teams executing work on a project basis, eliminating internal process conflict and enabling customer centric orientation.
• Conducted job analysis and wrote job descriptions in order to establish cohesive salary structure and comply federal requirements.
• Created and implemented strategy as part of a larger business implementation plan establishing leadership, organization development and performance management as primary action items in alignment with the business strategy.
• Developed and facilitated cross-functional team building sessions for major projects to ensure roles and expectations of team were defined and in alignment with client needs.
Continued. . .
ELLEN HODGES PAGE TWO
Claims Manager (2000¡V2002) ¡V Mayfield Village, OH
• Oversaw management of insurance litigation process; accountability progressed to nationwide litigation of insured/uninsured claims.
• Cultivated positive communications/work-flow channels for in-house counsel and outside attorneys.
• Recruited, hired, dismissed, and tracked performance of attorneys nationwide.
• Devised legal agreements between company, attorneys, and national recovery agencies.
• Created and implemented RFP process and monitored/tracked performance.
• Reconstructed financial processes for recovery agencies and attorneys; led cost-effective negotiations between attorneys and Progressive.
• Negotiated and secured favorable contracts between Progressive and vendors; process was subsequently adopted and implemented nationwide.
• Devised billing and payment tracking system identifying monies held, interest lost, and multiple billings.
• Stabilized reporting and leveled playing field by identifying discrepancies in the reporting of information that exaggerated results per vendor/attorney.
(Progressive Professional Experience Continued)
Site Manager, Call Center Operations (1998¡V2000) ¡V Portland, OR
• Established and oversaw daily activities of extremely active bilingual call center.
• Managed recruiting, hiring, firing, training, and development of staff and management; effectively handled all quality assurance and human resources functions.
• Reduced turnover 40% and successfully moved center from last to first status in employee satisfaction; recognized by company as top site for productivity.
• In absence of local Human Resource support, maintained systems, e.g., HRIS, recruiting, Worker¡¦s Comp, EEOC, ADA, applicant tracking, budgeting, employee relations, all compliance issues.
Manager, Group Sales (1994¡V1997) ¡V Colorado Springs, CO
(Formerly Zurich Insurance, merged with Progressive Corporation)
• Spearheaded group sales department from ground level to approximately 200 employees; sustained top-level sales countrywide.
• Developed and instituted effective policies, procedures, processes, incentives, and objectives.
• Recruited, hired, dismissed, trained, and developed employee base.
• Resolved discrepancies between Progressive and Fortune 500 organizations throughout the country; negotiated and secured favorable resolutions in collaboration with top executive and human resources staff members.
PIKES PEAK COMMUNITY COLLEGE ¡V Colorado Springs, CO 1995¡V1998
Professor, Business Department
• Developed and facilitated insurance and business curriculum for evening studies.
• Taught CPCU and INS designation classes.
USAA INSURANCE ¡V Colorado Springs, CO 1989¡V1994
Customer Service
• Trained in all lines of property and casualty insurance including auto, home, rental, boat, condo, personal property floater, and umbrella.
• Drafted appropriate response form letters for complaints that were subsequently adopted and implemented by company nationwide.
• Facilitated CPCU and INS designation classes.
Education:
EDUCATION
UNIVERSITY OF COLORADO
Bachelor of Arts
Case Western Reserve University
Executive Management Series
Project Management & Appreciative Inquiry
University of California in Los Angeles
Post Graduate Studies
Affiliations:
COMMUNITY SERVICE
Vice President on the Board for Neighborhood Association
Volunteer ¡V Parkside Church, Samaritan Ministry
Skills:
TECHNICAL SKILLS
Microsoft Word, Excel, WordPerfect, TCS, MBI, customized
call center applications, and Internet proficient.
Reference:
Available upon request
Candidate Contact Information:
| Name: Ellen Hodges |
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| Street: - |
Phone: 970-689-3992 |
| City: - |
Fax: - |
| State: Colorado |
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| Zip: - |
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