I am experienced professional with a background in training, operations and QA. Much of my tenure has been in the property and casual insurance industry.I am currently looking for a new position where my skills can contribute to a company's success. I am happy to work on site or remotely.Please contact me on LinkedIn or at jdstricklett@gmail.com.

Proven success in a commissioned-based, telephone sales environment with over $450 thousand in bound written premium since my inception with the company. • Licensed in 45 states.• Excellent time management and ability to prioritize leads, while making my customer’s feel important, and confident. • Maintain customer contact and client relations to promote repeat business.• Regularly exceeds monthly sales goals while upholding insurance rules and regulations.

Responsible for onboarding, calendaring and maintaining client files through-out the real estate sales process while managing the office.• Assisted on the phone as well as in person. Sat as witness through all closings and assisted in post-closing pay-outs and wires. • Managing the attorney’s schedule as contract dates, closings or client meetings change. Creating/maintaining client files and contact records all parties of the sale.• Created and maintained file tracking and upcoming dates. Held weekly open file meetings to discuss items on this week’s calendar and as well as the coming week. • Ordered Estoppels and other necessary documents when appropriate. Pulled property and tax reports online using various county sites.• Sat as witness through all closings. Assisted in the processes of all closing/post-closing pay-outs.• Responsible for drafting of lady-bird deeds other documents under attorney review, arranging signing and filing of the deeds.

Assisted in the start-up of a fully remote 350+seat call center, playing in integral role in training, scheduling and support of all representatives and their management teams.• Quickly identified and implemented key staff to aid in support and supervision of smaller sub teams.• Implemented morning management huddles so we could collaborate with each other and discuss prior day struggles, success and possible work arounds. • Monitored and assisted in continued learning and system issues through the implementation of break out rooms. • Responsible for time tracking and reporting payroll issues.• Responsible for monitoring and reporting call center metrics.

Managed and developed on-site and remote employees with an emphasis on reliability, client satisfaction and business plan execution for achievement of company goals/objectives. • Ensured meeting rooms were ready and stocked for arriving clients before each setting. • Managed 23 employees; 7 on-site and 16 off-site, remote or in other U.S. Legal locations. • Constructed new processes and maintained all training materials. • Created reports and analyzed data for trends to identify key areas for improvement. • Monitored workload and productivity, ensuring 24 hours processing times, quality and metrics were met on a daily and weekly basis.• Interviewed, hired and on-boarded all new employees.• Coordinated training within the department and for employees coming in for training from other departments. • Addressed face to face and written client complaints in a timely and effective manner.

Developed and executed a new quality program for all call center staff of over 80 quality and customer service representatives to maximize operational efficiency and team productivity through new comprehensive quality improvement initiatives. • Proven ability in building dynamic teams, establishing a high-performance culture to achieve goals.• Analyzed data for trends and provided timely and accurate reporting to Operations and Training.• Coordinated closely with training to identify key areas for improvement and continuing education.• Managed 3rd party vendor relationship with reference to training, QA adherence, onboarding, payments, terminations and reporting.• Trained all existing CSR’s and management staff of new quality program; trained all new hires on quality program and supported the training manager. • Initiated and launched a manual Work Force Management (WFM) process while maintaining all other responsivities. This included tracking scheduled and unscheduled absences, scheduling time off, handling all shift and break schedules, monitoring shrink as well as reporting on my initiatives. • Trained the new WFM on reporting and tracking; Continued partnership and collaboration throughout my employment with he company. • Assessed escalations and responded to the appropriate department in a timely manner. • Collaborated with IT and other call center managers in the continued development and implementation an internal and external facing Artificial Intelligence BOT.• Coordinated and conducted bi-weekly and monthly calibrations within the department as well as with other departments we supported.

Created and conducted training for the call center operations teams on all subject matter. • Restructured the training process by collaborating with various business units within the organization for updated information. • Standardized the training curriculum into smaller segments which improved retention of information and allowed for training based on business needs. • Responsible for evaluating business need to determine continuing education; Collaborated with operations and quality assurance. • Constructed and maintained all training materials, manuals and training schedules; implemented using the best method of delivery based on content. • Interviewed, hired and onboarded all new employees; Supervised and mentored them through certification.

Responsible for implementing and maintaining new call center processes and overall quality processes for a staff of 25 direct reports.• Achieved consistent results within set call center KPI’s including occupancy.• Built and maintained strong alliances with clients and business partners. • Delivered innovative solutions to complex business needs; Virtual Hold Technologies, 3rd Party Vendor, SharePoint implementation for the call center. • Collaborated with the Corporate Training team providing updated materials, training schedules and implementation strategy. • Collaborated with the Director to create an implement Call Center Supervisor Roles. • Managed the implementation of all new insurance programs into the call center. • Monitored and reported on call center KPI’s; Daily/weekly/monthly.

Responsible for implementing and maintaining new Service Center processes and operations as well as maintaining call center operations and managing a small staff of 4. • Partnered in the Launch of the Service Center team. • Collaborated with IT on telephone CSQ set up for spec programs. • Composed work flows for spec programs and COI’s. • Assisted in the development and improvement of the Service Center CRM. • Implemented each of the spec programs within the center. • Hired and trained all new staff members. • Managed a staff of four.• Created and managed all processes and support. • Assisted with call center operations in addition those of the service center.