Greg Sauer Email & Phone Number

Colorado Springs, Colorado Area

Coach, mentor, and develop a team of front-line Insurance Professionals in a contact center environment that are responsible for providing exceptional member experience for sales, service, retention and underwriting of personal lines products in all locations, using multiple contact channels. Accountable for enterprise, financial, and market performance.

Colorado Springs, Colorado, United States

Colorado Springs, Colorado

Provide coaching and feedback to Investment Specialists, handle escalated situations, staff helpline to assist with procedural questions. Handle incoming Member calls involving their brokerage and mutual fund accounts and IRAs, process investment account transactions, conduct referrals relating to advice and solutions. Secured Series 7, Series 63 and.

Pueblo, Colorado, United States

Responsible for coaching and professional development of 16 Sales Managers and 240 Sales Associates to include coaching Managers on HR guidelines and on effective delivery of sales coaching feedback, training all Managers and Associates on proprietary sales processes for closing the business, deepening the relationship or retaining at-risk accounts..

Supervised 6 Team Managers and 75 direct sales Associates in high volume inbound direct sales environment. Responsible for hitting aggressive daily and weekly sales goals, coaching and development of team managers, and administration of middle (swing) shift daily incentives and process communication.

Support operational relationships and fulfill day-to-day service needs for Visa Debit Processing Service clients. Proactive identification of processing efficiencies, provide system enhancement consultation and support. Prepare weekly and monthly reports for presentation to clients. (This was a six-month contract position.)

Manage and direct multiple strategic process improvement initiatives, including homesourcing, 3rd party outsourcing, sponsor satisfaction surveys, and automated performance management solutions; develop and maintain departmental service level strategy; oversee all reporting and database management needs, as well as department level technical and telephony.

Managed all aspects of contact center (to include inbound, outbound and most customer service correspondence/e-mail), including staffing, workload management, trend analysis, budgeting, workflow process engineering, and coaching and development of supervisory staff. Managed and mentored 65-70 associates, 4 supervisors and Workforce Manager. Responsible for.

Direct supervision of 16 sales associates and one team lead in the Loyalty Operations (ie: Retention) department, ensuring that monthly, quarterly and annual balance retention and new balance goals were met. Provided coaching, feedback, and development to staff. Designed and implemented weekly and monthly incentive programs, conducted training sessions.

Direct supervision of 16 customer service representatives and one team lead. Provided coaching, feedback and development to associates, ensuring that they had the tools and knowledge to service our customers effectively and efficiently. Conducted stand-up training sessions, facilitated team meetings, coached through regular one-on-one sessions with agents..

Provided "white glove" service to clients as manager of portfolio of 15 Fortune 500 companies' business card programs. Serviced these companies' program administrators by providing new account set ups, securing company spending limit increases, designing custom reporting packages, and tailoring payment and billing processes to meet their individual company.

Managed a population of customers whose inquiries could not be adequately addressed at the initial level. These calls required handling more complex issues, and included unresolved billing disputes, requests for additional credit, major policy or procedural complaints, and any other situation where the customer requested to speak with management. Had.

Serviced inbound customer calls in whatever capacity required: Answered questions about customers' accounts, explained bank policies, and resolved billing questions/issues. Participated in interviewing and hiring new service professionals. From Jan. 1992 to Nov. 1992, taught customer service new hires every aspect of the service professional position.

Bachelors Of Science, Business Administration, Management And Operations, 3.91

Bachelor'S Degree, Business Administration, Management And Operations, 3.91

Bachelor Of Science - Bs, Business Administration, Management And Operations, 3.91

Graduated Summa cum Laude

Bachelor'S Degree, Business Administration And Management, General

B.S., Business Management

GPA: 3.91, graduated Summa Cum Laude