Danielle Chambliss, Emba Email & Phone Number

Westfield, IN, US

Indianapolis, Indiana, United States

• Oversee strategic direction and operational performance for a major regional call center; responsible for generating revenue across a 28-state territory
• Provide daily mentoring, motivation, and leadership to 10 management-level direct reports, 60 supervisors, and 300 sales/service agents—leading an extensive array of efforts to support their development and help them.
• Drive continuous improvement within the facility, including implementing ineffective behavior tracking and innovative training solutions that have dramatically increased efficiency
• Additional results generated to date have included improving cross-selling revenue and improving CSAT scores
• Restructured the business to eliminate a prior management hand-off, shortening the time to promote and improving non-foxhole percentages
• Applied sales expertise to analyze opportunities for shared leadership, simplified the corporate sales hierarchy, and consolidated training environments to drastically reduce ongoing training costs

• Selected for short-term stretch assignment focused on mapping out an approach to consolidate regions into a Singular Vertical in order to create laser-focused individual vertical ownership of KPIs; partnered with.
• Partnered with Corporate Planning staff to analyze cost structures related to all areas of operations (Sales, Service, Claims, AD), in addition to working with HRIS specialists to consolidate reporting relationships.

Indianapolis, Indiana, United States

• Elevated to director-level role overseeing a department of ~600 staff tasked with handling all Emergency Road Service requests on a nationwide basis
• Held sales responsibility for two regional territories spanning 15 states
• Provided ongoing training, mentoring, and coaching to both supervisors and agents to unlock superior performance, leading the team to top-tier performance in all relevant sales metrics
• Facilitated communications between customers and field personnel to answer questions and resolve concerns, personally handling any escalated matters to ensure appropriate resolution

Macon, Georgia, United States

• Took on high-visibility sales leadership role overseeing a team of 12 supervisors and ~100 related staff in driving customer outreach, acquisition, and retention efforts across a 10-state territory
• Mentored supervisors and agents in effective selling / cross-selling techniques and facilitated meetings and morale events to generate superior buy-in around the organization's mission, vision, and values

Macon, Georgia Area

• Directed a team of 12 customer service supervisors and ~100 corresponding customer service agents, leading the team to top percentile performance in all KPIs
• Resolved customer complaints in creative and diplomatic fashion, successfully protecting the company's interests while simultaneously prioritizing customer satisfaction and loyalty
• Trained and mentored associates on performance-oriented strategies and customer service techniques—in addition to addressing and resolving chronic issues, delays, and bottlenecks related to customer support operations.

Macon, Georgia Area

• Gained extensive strengths in talent acquisition, assessment, and management—developing/executing sourcing techniques and job posting content to attract high-quality candidates in various areas
• Improved retention rates from 30% to 85%, in addition to driving employer branding activities that improved the company's net promoter score (NPS) from 40% to 90%
• Coordinated the end-to-end recruitment process—including resume screening, interviewing, and making hiring recommendations; additionally designed/facilitated new hire onboarding programs
• Partnered with managers to create/implement career development plans for employees, as well as to conduct performance evaluations and talent assessments to identify and develop high-potential talent

Analyzed P&L and staffing data to determine the variables with greatest impact on regional performance—in addition to reviewing individual costs in P&L Statements to assess specific state/account profitability levels

Supported corporate business plan execution on a regional basis, prioritizing tasks, deadlines, and meetings based on schedule given by the Home Office—and facilitating meetings with various department heads.

Managed a team of 12 customer service associates, developing/delivering coaching to improve performance and creating on-the-job training modules to align team efforts with strategic metrics. Boosted team performance from 50th to 25th percentile and subsequently elevated performance to the top decile in the following quarter.

Managed a team of 15 emergency road service agents, monitoring calls to constructively coach and train team members in meeting/exceeding targeted KPI goals. Additionally documented associate performance, maintained personnel files, and enhanced employee productivity and morale via a variety of leadership approaches.

Facilitated training classes to illustrate outstanding customer service and showcase effective call management techniques, providing weekly summary reports to management to foster continuous improvement.

Provided impeccable service to GEICO policyholders via telephone, explaining complex insurance and policy issues in easy-to-understand ways and using persuasive skills to up-sell customers to additional product offerings.

Mba

B.S, Political Science

Strategic Entrepreneurial Leadership Program

Activities and Societies: 1 of 15 nationwide GEICO employees selected in 2020 to participate in a Strategic Entrepreneurial Leadership.