Lyric Ave
Kennesaw
Summary
Detail-oriented operations manger that leads a team of licensed insurance agents, providing daily coaching, motivation, and performance feedback. Trained new hires on product knowledge, compliance standards, sales scripts, and CRM systems. Assisted agents with complex policy structures, underwriting questions, and client objections.
Dynamic professional specializing in operations management and team development. Skilled in fostering a customer-focused environment and driving continuous improvement through effective mentoring and performance analysis.
Overview
3
3
years of professional experience
Work History
Team Lead
Centerfield
Remote
04.2025 - Current
- Led team to achieve operational goals through effective communication and collaboration.
- Streamlined workflow processes, resulting in increased efficiency and productivity within the team.
- Mentored junior team members, enhancing their skills and promoting a culture of continuous improvement.
- Developed training materials to support onboarding and skill development for new hires.
- Analyzed performance data to identify areas for improvement and drive strategic initiatives.
- Fostered a positive team environment by recognizing achievements and encouraging open feedback channels.
Agency Manager
North American Senior Benefits
Atlanta, GA
06.2024 - 05.2025
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Developed training programs for new employees, enhancing onboarding efficiency and knowledge retention.
- Implemented workflow improvements that increased team productivity and reduced operational delays.
- Monitored performance metrics, identifying areas for process optimization and cost reduction.
- Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
- Maintained compliance with industry regulations by conducting regular audits of policies, procedures, and employee practices.
- Maintained personnel files and regularly conducted audits to verify accuracy of information.
Team Lead/ Insurance Advisor
TZ Insurance Solutions LLC
Remote
03.2023 - 06.2024
- Advised clients on life, health, and/or supplemental insurance options using a consultative, needs-based approach
- Conducted policy reviews and risk assessments to recommend appropriate coverage and benefit levels
- Built and managed a personal book of business while consistently meeting or exceeding production goals
- Led and mentored a team of insurance advisors, providing coaching on sales strategies, product knowledge, and compliance
- Supported new advisors through onboarding, training, and in-field guidance to accelerate performance
- Reviewed applications for accuracy and completeness prior to submission to carriers
- Tracked team performance metrics and provided feedback, goal-setting, and accountability
- Ensured adherence to state regulations, carrier guidelines, and ethical sales standards
- Collaborated with leadership on recruiting efforts, team growth strategies, and operational improvements
Licensed Field Underwriter/ Agency Manager
Symmetry Financial Group
Remote
10.2022 - 03.2024
- Recruited, trained, and onboarded new agents, providing mentorship and ongoing performance support
- Led, coached, and developed a team of field underwriters to drive individual and team production goals
- Conducted regular training sessions on sales techniques, underwriting guidelines, and product knowledge
- Monitored agent performance, providing feedback, goal-setting, and accountability to improve results
- Supported agents in the field through ride-alongs, case reviews, and application troubleshooting
- Monitored compliance with safety regulations, fostering a culture of health and safety awareness.
- Assisted in developing standard operating procedures for improved consistency across operations.
- Coordinated scheduling of staff shifts to ensure adequate coverage during peak hours.
Education
Associate of Science - Science
Georgia State Perimeter
Perimeter01-2018
Skills
- Coaching and mentoring
- Operations management
- Attention to detail
- Conflict resolution
- Customer focus
- Performance monitoring
- Quality control
Timeline
Team Lead
Centerfield
04.2025 - Current
Agency Manager
North American Senior Benefits
06.2024 - 05.2025
Team Lead/ Insurance Advisor
TZ Insurance Solutions LLC
03.2023 - 06.2024
Licensed Field Underwriter/ Agency Manager
Symmetry Financial Group
10.2022 - 03.2024
Associate of Science - Science
Georgia State Perimeter