• Promoted adherence to quality standards by educating Licensed and non-licensed Champs on quality control.• Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing, and illustrating data to stimulate and support enlightened decision making.• Completed deviation forms and recorded findings of call listening process, collaborating with quality team members and department managers to implement procedural remedies.• Trained new team members on system usage and quality processes.• Partnered with operations team to achieve company revenue and profit goals.• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and soft skills.• Evaluated over 50 licensed and non-licensed agents per week. Helped keep our outlier percentage down below 5%• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.• Helped seniors and other Medicare recipients with understanding how Medicare works and find plans that meet their specific needs.• Created excellent quality expectations for our client and all its members.• Proved successful working within tight deadlines and fast-paced atmosphere.• Offered friendly and efficient service to customers, handled challenging situations with ease.• Assisted other agents with technical issues and other opportunities to create effective working relationships.

New Hire onboarding and orientation for classes over 50 applicants. work with each learn in a one on one serving to determine and prioritize active issues. We have limited time to get 95 to 100% internal setup.Lhe last two classes we where able to take a class of almost 30 Champs. we ended into production at 14 that could get in all asters with assistance.

• Attended continuing education courses and workshops to gain additional insurance industry knowledge.• Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.• Calculated quotes and educated potential clients on insurance options.• Upsold additional products and services after identifying customer needs and requirements.• Met or exceeded company KPIs for 8 consecutive weeks.

• Addressed inquiries from general public, other staff, inmates and visitors to resolve concerns.• Led intake and processing of inmates by handling paperwork, searches, interviews, and fingerprinting.• Booked new inmates into facility and processed inmates for release.• Observed behavior of residents individually and in groups.• Tracked inmates through head counts, visitor logs and scheduled activities.• Observed and supervised inmates throughout visits, mealtime, recreation, phone calls and showers.• Escorted inmates to and from cells, court, hospitals, and medical appointments.• Prepared, processed and maintained forms, reports, logs, records, and activity journals.• Training scores averaged 95%• Obtained Marksman status during firearms training

• Communicated with people from various cultures and backgrounds on application process.• Documented all communication with applicants and inputted information into system using Salesforce.• Interviewed applicants and explained scope of different available benefits.• Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.• Managed over 100 customer outbound calls per day increasing production by 15% during OEP.

• Kept current on all agency and state policies, rules, regulations, and statutes.• Collected, analyzed, and interpreted information, documentation and physical evidence associated with investigations.• Collaborated with federal agencies on investigations.• Carefully documented statements, observations, and evidentiary materials.• Prepared case reports from allegations, interview transcripts of interviews and physical evidence.

• Handled customer relations issues, enabling quick resolution and client satisfaction.• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.• Identified, hired, and trained highly qualified staff by teaching best practices, procedures, and sales strategies.• Supervised sales team of 20 people, stepping in to support employees and deliver smooth sales processes for clients.• Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.

• Attended continuing education courses and workshops to gain additional insurance industry knowledge. (Lean Six Sigma - Yellow Belt)• Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.• Calculated quotes and educated potential clients on insurance options.• Upsold additional products and services after identifying customer needs and requirements.

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.• Identified and resolved unauthorized, unsafe, or ineffective practices.• Set, enforced, and optimized internal policies to maintain responsiveness to demands.• Devised processes to boost long-term business success and increase profit levels.• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Debt Management and Settlement Services company. Company was converted to FCMA in February of 2005 and was dissolved completely in May of 2007.