Erica C. Email and Phone Number

Overseeing the Order Capture team that processes and enters all new, renewal, and upgrade orders into the agent’s back office. This role ensures that orders are captured accurately and efficiently, adhering to internal processes and SLAs.

-Oversee day-to-day operations. -Oversee hiring and training of new employees, as needed. -Lead and motivate employees to accomplish organizational goals. -Provide solutions to issues (employee conflicts, partner conflict, loss of business to competitors) -Manage and communicate change management, as needed. -Assist with setting department policies and procedures. -Aid in process implementation, as needed. -Take necessary action to improve team performance and morale. -Follow through on disciplinary action as needed. -Incentive creation, tracking, and payments -Attend and participates regularly in employee 1:1s. -New agent(partner) lead conversion management and contracting. -Manages PTO and coverage coordination. -Involvement in agent(partner) recognition (1st sales milestone). -Actively tracks individual agent (partner) milestones. -Participates in ongoing supplier(carrier) trainings weekly with team. -Take on special projects as assigned by upper management. -Conduct yearly reviews for direct reports. -Actively assist in relationship building between the operations team and ancillary departments within Telarus. -Work in conjunction with Partner Support, Partners, and Suppliers to assist in escalations and follow through to resolution.