Sales Director or Operations Director or Program Director or Pro

ROBERLYNE CHERFILS 1402-A Whitesand Dr. 133 River Street, Apt. 6 (617) 967-2571 / (804) 971-8043 Richmond, VA 23225 Mattapan, Massachusetts 02126 [email protected] SUMMARY OF QUALIFICATIONS * Extremely motivated and results oriented director-level Project and Program Ma nagement Professional with outstanding record of achievement leading the on-time , within budget completion of large-scale company initiatives. * Strong history of success driving company profitability, minimizing costs and boosting production. * Possess exceptional multi-tasking, time management, strategic planning, proble m-solving, leadership and team building skills, ensuring the execution of multip le simultaneous projects. * Proven ability to streamline procedures and processes, which boosts company ef ficiency and productivity. * Demonstrated track record working independently, in a leadership capacity or a s a key team member. * Highly proficient utilizing Microsoft Office, Windows XP, PageMaker, Adobe Acr obat, QuickBooks, PeopleSoft, Lotus Notes, GroupWise, Galaxy Operations, Citrix, Cognos Impromptu and CGI-SQR Developer. PROFESSIONAL EXPERIENCE NATIONWIDE INSURANCE May 2003 - November 2007; December 2008 - Present Manager of Sales Operations - Richmond, Virginia December 2009 - Present Merited promotion by one of the nation's largest auto and homeowner insurers and the top provider of defined contribution plans to drive distribution strength, sales, profitability and production within the region, preparing action and regi onal sales to achieve organizational objectives. Subject Matter Expert and tea m lead of a 15 member team regarding all regional reporting to track monthly sal es production. Oversee eight Sales Support Specialists and two Administrative A ssistants in two office locations in Virginia and Maryland with three Sales Asso ciate Vice Presidents and 23 Sales Managers. * Currently achieving country's top ranking in direct written premiums, policies in force, life applications and life premium plans with Virginia ranking #1 and Maryland/Delaware/DC region ranking #7 in the nation. * Regional Account Coordinator for the Affinity program, driving direct written premium business by identifying top accounts and ensuring all agent marketing pl ans were developed and executed on schedule; led region to #1 ranking in Affinit y agency space within one year. * Developed, managed and strictly adhered to a multi-million annual operational sales budget, identifying cost saving opportunities in the areas of advertising, EDP/software and event and meeting management and implementing expense controls on regional programs and promotions. * Currently leading capital improvement projects for the expansion of two stores and the acquisition of another. * Hand-picked as part of the 12-month 2010 MARO Regional Leadership Development Program out of over 50 applicants, strengthening leadership and presentation ski lls and enhancing business acumen; currently serving as lead of group, executing Telematics and sales initiatives to boost business growth. * Created and maintained regional sales plans for Assistant Vice Presidents and Senior Management. * Directed all aspects of the following corporate and regional programs and proj ects including scope, timelines, costs, quality, risks, procurement and integrat ion, ensuring their on-time, within budget completion: * The Operation Standard Auto project including a pep rally kickoff, promotions

and a mid-year pep rally to drive new business growth. * 35 simultaneous regional contests and promotions to boost business growth and profitability. * The Distribution Excellence program, a new agency compensation model for rewar ding agents commissions and bonuses. * An Associate Agent Program, which tracked the progress of new agents. * Led all agency and reinforcement training for the rollout and implementation o f Agent Gateway system including Agent Gateway Marketing, Agent Gateway Client M anagement and current pilot of Agent Gateway Sales for full roll out across the county to replace multiple platforms across the region. * Developed program to identify agents striving for growth in various product ar eas. * Formed partnership with Claims Department to promote the Adopt a Blue Ribbon S hop program. * Served as subject matter expert to senior management in regards to identifying employees most affected by Project Wildcat-Rule 409 Federal IRS changes. * Rolled out Telematics pilot program to collect data for analysis of driving ha bits. Supervisor III - Richmond, Virginia December 2008 - December 2010 Oversaw a regional sales operating budget including data analysis and reporting, forecasting and expense and FTE management. Directed a team of sales support a ssociates in Virginia and Maryland, allocating assignments, monitoring performan ce, handling salary planning and administration and coordinating training/develo pment and hiring/placement initiatives. Coordinated regional sales technical tr aining and worked in collaboration with compliance team on sales audit process. * Instrumental in the seamless merge of two independent regions, building a cohe sive group by assessing talent pool, adjusting workload distribution, streamlini ng existing procedures and developing quarterly team meetings on regional traini ng and team building initiatives. * Uncovered significant savings in EDP, software, advertising, telecommunication s, travel and meeting space costs. * Directed a Complaints Processing project, which streamlined complaint process and enhanced customer service. * Created and rolled out 12 Associate Agent Sales College programs within the re gion including all curriculum and schedules. * Ensured all agents maintained current OYS Certifications, scheduling classes a nd delivering training. Sales Support Specialist - Rocky Hill, Connecticut August 2005 - November 2007 Promoted to work within Nationwide's largest region to provide operational and c onsultative support to sales managers and agents. Executed various special proj ects and events and acted as liaison between internal departments. Served as su bject matter expert on all company programs and as the region's technical traine r. Ensured the timely resolution of customer complaints. * Managed and strictly adhered to a $12.2+ million annual sales operational budg et, uncovering cost savings opportunities. * Created the region's agent file retention program. * Boosted new business growth through highly effective management of the Claims Referral Program. Casualty Claims Adjuster - Harrisburg, Pennsylvania May 2003 -August 2005 Brought on by the nation's third largest claims center to investigate claims, de termine proper policy coverage and develop payment plans. Trained and mentored new hires. TRAVELERS OF MASSACHUSETTS November 2007 - November 2008 Agency Portfolio Manager - Norwood, Massachusetts Selected by the provider of auto and home insurance for over 275,000 families an

d individuals in Massachusetts and one of the one of the state's top five leader s in property and casualty insurance to audit profiles of personal insurance ind ependent agents. Monitored insufficient pricing, recommended corrective actions and monitored results. Created and managed tracking databases, ensuring compli ance with contractual requirements, corporate policies and state and federal sta tutes. * Established a project team to uncover and resolve issues involving high volume s of failed audits, identifying errors causing failures, determining additional tracking and reporting needs, visiting agents to gain understanding of independe nt market challenges and instituting a new training program to enhance executive management of territories, develop subject matter experts and reduce failed aud it scores. * Solely accountable for all service center key performance indicators including sales, billing, processing, UW and phone metrics, providing leadership and depa rtment heads accurate and timely data regarding any issues and new business oppo rtunities. * Led the full-scale development of a database to track all applications from su bmission to payment to processing in compliance with new laws, which is still in use by company to date; read and defined regulatory changes, developed tracking mechanisms and created tool allowing service center to track and enter data. EDUCATION PENNSYLVANIA STATE UNIVERSITY - Middletown, Pennsylvania Master of Public Administration Human Resources Management Certification VIRGINIA STATE UNIVERSITY - Petersburg, Virginia Bachelor of Science in Psychology LICENSURE State of Virginia; Producer; Property & Casualty State of Virginia; Producer; Life, Annuities, Health