Andrew Royster

Virginia Beach, VA 23454

awroyster@gmail.com

OBJECTIVE:    Manager, Compliance Officer, Lead Trainer, or Team Leader

Experienced manager, compliance officer, trainer with 20 years in the insurance industry seeking position as compliance officer, trainer, manager

EXPERIENCE SUMMARY:

• 20+ years, Insurance Sales, Agency Management (Personal & Commercial Products)
• 19 years, Customer Sales & Service (Wholesale/Retail Service Market)
• 13 years, Curriculum Development and Training
• 8 years, Entrepreneur / Business Owner (Manager)
• 8 years, Full-cycle Recruiting

EXPERIENCE PORTFOLIO:

08/07 – 12/15, Owner

Andrew Royster Insurance Agency Inc., Virginia Beach, VA

• Owner, manager, supervisor of a full service/product insurance agency with over eight years of meeting profitability and growth goals annually; responsible for full-cycle recruiting and management of two administrative staff; responsible for managing, monitoring, and control financial resources, including marketing budget, meeting staff salaries, overhead expenses; maintained agency budget ($180-220K annually) and accounting; agency in process of being sold as of December 15, 2015
• Oversight of budget of ~$220K (annually); responsible for sales emphasis switch based on monthly results increasing productivity on stronger sales products; adapt to emphasize advertising or focus to increase sales for a particular product
• Responsible for organizing (goals for sales, retention, customer service) planning (marketing, customer contact schedule, advertising), and organizing work schedules for 2-3 staff, including vacation, time off, and holiday scheduling; create / supervise strategic business planning: annual revenue growth, (5% annually) for increase in customer retention from 81% to 88% (2015), increase in customer satisfaction, hire new staff hired 12 staff in eight years; train sales agents (added, circa once a year)
• Managed office managers (2 total), customer service representatives (6 over years), sales people (1-2 average, 4 at high count), and telemarketers (1-2 consistently)
• Manage and design business development to target markets by utilizing USPS and email campaigns, managed agency website: https://agents.allstate.com/andrew-royster-virginia-beach-va.htmlplural?), social media (Linked In, Facebook, Google+) and RSS feeds for clients’ holidays and birthdays; mailings via in-house mailing management system; created welcome letters, claims follow-up letters, and 3-4 mailing a year sent to 1,800 clients annually), and cold calls (~200-250 outbound weekly), making presentations (10-12 annually) to companies (marketing workplace benefits or retirement planning options); create and manage business development profiles including Social Media (Linked in, Google+, Facebook, and Craigslist ads; VA & NC), and developed marketing strategies for events such as car shows and trade shows; resulting in ~7- 8 new clients (10 to15 pieces of business) from each trade show
• Provide insurance, benefits, and financial SME advice to clients and potential clients; coach to develop team members (2-3 licensed sales members, customer service representatives, telemarketers)
• Responsible for updates on new/expanded for >50 insurance products, including: aggressive cold calls for specific products and passive/indirect branding/marketing, resulting in ~350 Allstate property casualty sales annually, 50-100 brokered policies, and ~ $20K-25K in earned premiums on life and financial sales
• Monitor claims to ensure settled equitably for all parties; ensure contracts, legislative and regulatory law and mandated Federal agency policies are in compliance
• Installed 10-touch program; a mixture of live phone calls, automatic voicemails for birthdays and major holidays, automatic emails and mailings ‘touching’ customer 10 times annually saving man-hours, budget money, and increased productivity increasing time for sales; results were increase of customer satisfaction score >10%, leading to added monthly bonus money ($6,400), increased client retention by ~3% ($11K) in exchange of program cost at only $1,650, for a >$15,000.00 positive ROI; initialized program of getting clients to pay their bills through automatic electronic funds transfers or automatic credit card payments, resulting in increased client retention by 2% percent / reduced man-hours spent on late payment follow-up by 3-4 hours a week
• Saved overhead expense budgets or increased revenue by leveraging discounts, multi-lining products, and reviewing policies; increased client retention by 9-10%; maintained customer satisfaction scores consistently in the top 5 of district; results were circa ~$180.00 (savings) on insurance cost and increased coverage amounts

06/01 – 08/07, Property & Casualty Compliance Officer-Auditor

Nationwide Insurance, Leesburg, VA

• Ensure compliance with state and federal regulations protecting customers personal information, sales processes, establishment of correct banking practices, reviewed the compliance of marketing and sales, literature, sales processes, job orientation and training; scheduled and conducted office reviews with 192 agents in the Maryland, DC, and Northern Virginia geographic area for each individual agency including: training, management, and internal monitoring calls along with face-to-face (F2F) training; conduct marketing calls; responsible for agency oversight and monitoring to ensure use of approved sales process, weekly, monthly, and annually for all 192 agents as quality assurance (QA), resulting in ~400 calls annually to ensure compliance with state sales processes, and reporting results to regional and national management
• Training included coverage of benefits, SEC, state, and federal compliance laws and regulations of insurance and financial industry for: advertising, new business sales, insurance licensing, brokerage insurance on commercial insurance and homeowners sales processes
• Subject Matter Expert for compliance; provided quarterly speaking at district meetings for all agents five districts roughly 25-30 meetings; conducted teleconferences for training on changes in sales processes and use of new products; spoke at 5-6 meetings per quarter to agent groups with ~200-400 people per on compliance issues
• Tracked compliance agencies’ results and reported state and national management on agency scoring for reviews; responsible for re-training agents unable to meet minimum compliance standards to avoid termination of contract; resulting in lowered potential state and federal fines (via monitors) / decreased claims and corporate errors and admission losses

1996 – 2001, Associate Agent/ Office Manager

Robert Royster Insurance Agency, Yorktown, VA

• Managed office Property & Casualty Department, including daily office operations; functioned as licensed sales agent and customer service representative
• Utilized and trained staff on Property & Casualty (P&C) products
• Managed telemarketing department programs for both homeowners and auto; resulting in 5-10% new policy growth annually
• Supervised customer service representative (1) and licensed sales associates (2)
• Responsible for saving man-hours and budget money, increased productivity by streamlining sales and marketing processes
• Took on responsibilities for hiring, thus enabled agency to bring on additional quality sales people to increased production and profitability

FORMAL EDUCATION:

• 2005, Master of Business Administration (MBA), University of Phoenix, Fairfax, VA; Business Planning, Economics (incomplete)
• 1998, Bachelor of Science (BS), Business Management, Barton College, Wilson NC; GPA: 3.5; Courses: Accounting, Statistics, Business Ethics, Micro / Macro Economics

CERTIFICATIONS / LICENSES / TECHNICAL / COMPUTER:

• 1999, Series 6, Virginia Bureau of Insurance, Richmond, VA
• 1999, Series 63, Virginia Bureau of Insurance, Richmond, VA
• 1996, Life & Health, Virginia Bureau of Insurance, Richmond, VA
• 1996, Property & Casualty, Virginia Bureau of Insurance, Richmond, VA
• 06/97, License, Life & Health, Virginia Bureau of Insurance, VA
• 06/97, License, Property & Casualty, Virginia Bureau of Insurance, VA
• 06/97, License, Series 6 & 63, Virginia Bureau of Insurance, VA
• Microsoft Office: Word, Excel, Power Point
• QuickBooks

RECOGNITION / AWARDS:

• Sales Contests: San Juan, PR (2008) / Greenbrier Hotel, WV (2010), Allstate Insurance, Fairfax, VA
• 2007, New Member Of The Quarter (State), Virginia Jaycees Richmond, VA
• 2007, 2008 and 2009, Leadership Awards, Virginia Jaycees, Richmond, VA

VOLUNTEER / COMMUNITY / TRADE ORGANIZATIONS:

• 2007 – present, Member, Past Vice President, Community Development, Virginia Beach Jaycees, Virginia Beach, VA
• 2008 – 2010, Member, East Coast Surfing Championship Board (ECSC), Virginia Beach, VA
• 2008, 2009, Vice President (Recruiting), Virginia Beach Jaycee, Virginia Beach, VA
• 2007 – Current, Member, Virginia Beach Jaycees, Virginia Beach, VA
• 1997, President, Sigma Phi Epsilon, Barton College, Wilson, NC
• 1994 – 1997, Fraternity Officer, Sigma Phi Epsilon, Barton College, Wilson, NC
• 1994 – 1997, Greek Council Member, Barton College, Wilson, NC
• 1997 – 1998, Member, College Presidents Leadership Council, Barton College, Wilson, NC
• 1996 – 2001, Volunteer, Big Brothers/Big Sisters, Newport News, VA

WORK PREF.:               Virginia Beach / Chesapeake, VA geographic area

KEY & TRANSFERABLE SKILL WORDS: accounting, Administration, advertising, agency, Auditor, automatic system, banking, benefits, branding/marketing, brokerage, brokered, budget, business, client retention, compliance, Curriculum Development, customer service, Economics, Entrepreneur, Facebook, financial, Google+, health, homeowners, insurance products, Leader, licensing, Life Insurance, management, Manager, marketing, monitoring, operations, oversight, planning, presentations, Property and Casualty (P&C), Property Insurance, QuickBooks, recruiting, regulations / regulatory, revenue, sales agents, savings, scheduling, speaking, staff, Subject Matter Expert (SME), Supervisor / supervision, teleconferences, telemarketers, Training