JOSEPH SKEEN

3548 Moss Pointe Place

Lake Mary, FL 32746
jsfbb690@westpost.net
407.324.6399

OFFICE MANAGER / BUSINESS MANAGER / TEAM LEADER

Highly analytical, organized, and results-driven Office Manager, Business Manage
r, and Team Leader with 13-year professional track record in financial, telecom,
insurance, and administrative operations. Recognized throughout career for abil
ity to develop and manage staff, processes, and procedures to reach new heights
of productivity and profitability.
Personable, diligent, and driven to succeed. Competent instructor and mentor who
leads from a position of strength, focus, and results. Valued and well respecte
d by staff at all levels to corporate heads and key decision makers. Attentive t
o follow-up and readily resolve problems for optimum customer satisfaction. Esta
blished reputation for quality, satisfaction, and results.

CORE COMPETENCIES
=================
* Office Management
* Staff Training & Supervision
* Human Resource Management
* Customer Service/Client Relations
* Interviewing & Hiring
* Staff Training & Development
* Policy & Procedure Development
* Process Improvement
* Operational Streamlining
* Forecasting, Planning, & Scheduling
* Recording & Reporting
* Expense Control
* Computerized Processes
* Communications & Presentations
* Problem Solving
* Customer Service & Client Relations
* Cost Containment
* Revenue Enhancement

PROFESSIONAL EXPERIENCE
=======================
BANK OF AMERICA, LAKE MARY, FL (5/2008 - PRESENT)
OPERATIONS TEAM LEAD
Train, coach, and manage sales team of up to 20 agents. Interview, hire, and tra
in additional staff as warranted to meet needs of business. Conduct weekly staff
meetings, apply performance measurement standards, perform bi-annual reviews, a
pply disciplinary actions, and maintain employee records. Create and apply sales
techniques to secure critical risk information, identify and overcome objection
s, and resolve prospect and/or policyholder issues or concerns. Complete follow-
up to convert auto and home P&C sales from leads generated through Direct Respon
se mail campaigns and new mortgage closings. Communicate with prospects and poli
cyholders on coverage's, limits, and regulations. Acquire critical risk informat
ion from prospects and policyholders to ensure a qualified risk is placed on the
most appropriate company for a quality book of business. Evaluate risks utilizi
ng underwriting rules/guidelines with multiple carriers in order to bind coverag
e. Disburse quotes on a case-by-case basis as per acquired information.
* Perform frequent quality control checks, reviews, and sales audits for optimum
performance, productivity, and profitability.
* Stay abreast of insurance carriers and underwriting guidelines and disburse up
dated information to staff in all areas for uniformity and consistency of operat
ion.
* Consistently lead a top producing team that maintains 100% to goal or higher.
ACCEPTANCE INSURANCE (AUTO), CASSELBERRY, FL (10/2005 - 5/2008)
BRANCH MANAGER
Managed staff of 11 Customer Service Reps on daily sales and business objectives
. Conducted job fairs and recruited additional personnel as needed. Applied corp
orate policies and procedures, conducted performance and annual reviews, and mai
ntained employee records. Utilized sales techniques and secured critical risk in
formation, identified and overcame objectives, and resolved prospect and policyh
older issues or concerns. Generated interest in product offerings and conducted
follow-up to convert leads to sales. Evaluated and assessed risks utilizing unde
rwriting rules and guidelines to bind coverage. Acquired critical risk informati
on from prospects and policyholders, ensured qualified risk in place for most ap
propriate company, and maintained quality book of business. Counseled prospects
and policyholders on coverage, limits, and regulations. Developed and disbursed
quotes based upon acquired risk information. Closed auto sales from walk-in cust
omers and closed additional sales over the phone and from dealerships.
* Played a key role in start-up processes and procedures for this new office and
built a steady, loyal client base with profitability attained within 1 year.
* Created and generated marketing and promotional campaigns that generated inter
est and contributed to sustained business growth and development.
LIBERTY MUTUAL INSURANCE, LAKE MARY, FL (1/2003 - 9/2005)
SCHEDULING ANALYST AND SALES COUNSELOR
Conducted forecasting for the call center, acquired pertinent statistical data f
or projecting call volume, and created daily/weekly schedules based on reporting
and call volumes for all staff. Disbursed scheduling guidelines to all new inco
ming phone representatives. Reviewed underwriting rules and guidelines and asses
sed risks in order to bind coverage.
* Acquired critical risk information from prospects and policyholders and ensure
d qualified risk was placed with most appropriate company for an optimum book of
business.
* Counseled prospects and policyholders on coverage's, limits, and regulations,
and disbursed quotes based upon acquired risk.
* Closed new auto P&C sales from leads generated from direct response mail campa
igns and mass marketing account executives endorsements.
AT&T, ORLANDO, FL (6/1995 - 8/2002)
SUPERVISOR, SCHEDULING ANALYST AND CUSTOMER CARE REPRESENTTIVE
Trained, coached, motivated, and managed staff of 30 representatives. Applied co
mpany policies/procedures, conducted quality control checks and evaluations, and
maintained employee records. Conducted biannual performance reviews, applied di
sciplinary actions, and updated information on billing, staffing, and call cente
r activity for the eastern U.S. for review by Directors and Managers. Conducted
forecasting for call center, acquired statistical data for projecting call volum
e, and updated trend reports. Created and disbursed daily/weekly schedules for a
ll employees. Presented scheduling guidelines to all new incoming phone represen
tatives.
* Created and instituted team recognition programs that increased productivity a
nd enhanced morale.
* Facilitated frequent team meetings and implemented continuous improvement solu
tions for greater work efficiencies.
* Generated sales of new activations and equipment in retail, AT&T services (lon
g, distance, Internet, and Direct TV), and consistently achieved 100% of quota.
* Participated in test program for the community of Celebration and managed inbo
und calls from Florida.
* Resolved customer issues and ensured total and complete satisfaction with nume
rous letters of commendation received for work efforts.
* Awarded Circle of Excellence for exemplary job performance and client satisfac
tion.

EDUCATION, LICENSURE AND COMPUTER SPECIFICS

===========================================
COLLEGE CREDITS, BUSINESS MANAGEMENT
VALENCIA COMMUNITY COLLEGE, ORLANDO, FL
PROFESSIONAL DEVELOPMENT:
Sales Training Seminars (Product Development, Customer Service, TCS and IEX Sche
duling Software, Access, Dreamweaver, CMS Call Reporting Software, and Business
Management)
LICENSURE:
2-20 Property and Casualty General Lines Agents
2-15 Life and Health
COMPUTER SPECIFICS:
QuickBooks
MS Word, Excel, Outlook, PowerPoint, IEX and CMS