Colleen Sanchez Email & Phone Number

Texas, United States

Plano, Texas, United States

Irving, Texas

Plano, Texas

Mckinney, Texas

United States

RETAIL SMALL BUSINESS CONTACT CENTER UNIT MANAGER 2018 - Present Promote first call resolution, develop, and problem solve for unanticipated obstacles for up to 25 direct reports. Manage a team assisting over 11,000 customers a month while building an environment for high moral and production. Conduct weekly coaching sessions and provide quarterly ratings for transparent and directional development.Increased Net Promoter Score (NPS), built relationships with branches for heightened customer experience. Strengthened partnership with Quality Assurance team through calibrations and feedback. Increased engagement and morale scores from 44% to 86%.HOME EQUITY POD MANAGER ​2016 - 2018 Plan strategies to meet monthly funding goals as well as ensure daily tasks are completed by up to 11 direct reports. Delegate daily assignments and coordinate a daily goal while building an environment for high moral and production. Conduct weekly coaching sessions and problem solve for escalated applications.Increased Net Promoter Score (NPS), number of loans funded, and loan pull through rates while decreasing cycle time and customer escalations as leader and manager of Team 31 (Team Texas)

United States

INSURANCE OFFICE MANAGERPromoted from Insurance Sales Representative to Office Manager within a year. Managed up to three offices with increased morale and associate engagement.Increased sales numbers by marketing with car dealerships in the area and working closely with competing insurance sales offices.

United States

AUTOMOBILE INSURANCE GENERAL CUSTOMER SERVICEAccept incoming calls for all service related topics around an automobile insurance policy.Reviewed opportunities for better coverage with policyholders such as rental reimbursement and emergency road service.Sold Personal Umbrella Policies with recognition around the most policies sold in my department.