Daniel Shepard
Colorado Springs
Summary
Experienced Operations Manager skilled in team leadership, process optimization, and compliance management across banking and insurance sectors. Adept at coaching teams, driving performance with data analysis, and ensuring regulatory adherence. Proven track record in creating innovative service strategies, managing high-performing teams, and achieving sales and service goals. Passionate about building relationships, improving operational efficiencies, and fostering client satisfaction.
Overview
15
15
years of professional experience
Work History
Commercial Lines Supervisor
Progressive
Colorado Springs
05.2021 - Current
- Managed a team of 17-25 associates, overseeing daily operations of contact center to ensure service excellence.
- Provided ongoing coaching and feedback, fostering continuous development and achievement of performance objectives.
- Handled inbound calls for Sales/Service, addressing Progressive Insurance customer needs effectively.
- Identified customer motives and tailored insurance solutions to meet specific requirements.
- Shared expertise to guide customers in selecting appropriate insurance coverage options.
- Advocated Progressive's products through benefits selling, facilitating informed decisions on coverage.
- Collaborated with senior leadership to streamline operational workflows, reducing processing time and enhancing productivity.
- Led by example in managing inbound calls, utilizing effective sales techniques to boost customer satisfaction and drive sales growth.
Operations Manager
T Rowe Price
Colorado Springs
09.2019 - 05.2021
- Led 20 direct reports, driving excellence in performance, customer service, and compliance.
- Spearheaded process improvements that resulted in a 12% increase in productivity and 10% reduction in processing time.
- Conducted regular performance analysis and created data-driven solutions using Excel and SQL for continuous improvement.
- Led training programs to improve team skills, focusing on developing new hires and improving existing team performance.
- Oversaw recruitment and resource planning, ensuring the team was aligned with organizational goals.
Branch Manager
KeyBank & TCF Bank
Colorado Springs
03.2010 - 08.2019
- Managed multi-branch operations and led sales initiatives, achieving branch goals and exceeding customer service standards.
- Built and nurtured long-term client relationships by analyzing financial needs and offering tailored solutions.
- Directed day-to-day operations, ensuring adherence to compliance and security protocols.
- Managed team schedules, operational tasks, and ensured the team met daily service and sales targets.
- Leveraged market data analysis to drive service strategies, increasing customer engagement and satisfaction.
Education
MBA - Business Economics
University of Colorado
Colorado Springs, CO05-2008
Bachelor of Science - Business And Managerial Economics
Western State University
Gunnison, CO05-1996
Skills
- Excel (Pivot tables, VLOOKUPs, Advanced formulas)
- Basic SQL (Data analysis, Query development)
- Team leadership and coaching
- Customer relationship management
- Operational efficiency and process improvement
- Staff recruitment and training
- Sales strategy development
Accomplishments
- T Rowe Price
- Created a collaborative, high-trust work environment.
- Delivered significant improvements in operational efficiency.
- Utilized Excel and SQL to provide actionable insights.
- KeyBank & TCF Bank
- Developed and coached branch associates.
- Formed targeted sales strategies that improved branch performance.
- Ensured adherence to internal policies and regulations.
Additional Information
Available for relocation or remote work, References available upon request
Timeline
Commercial Lines Supervisor
Progressive
05.2021 - Current
Operations Manager
T Rowe Price
09.2019 - 05.2021
Branch Manager
KeyBank & TCF Bank
03.2010 - 08.2019
MBA - Business Economics
University of Colorado
Bachelor of Science - Business And Managerial Economics
Western State University
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