TBD

Oversaw the call center of 10+ employees. Daily/weekly responsibilities consist of:• Improved teams performance by monitoring calls and coaching on company's service level agreements goals, which include average call time, average handling time, audit call performance and hold time. Successfully exceeded all scores required within 90 days of employment.• Measure and reported call volume analytics to ensure service levels are reached.• Created team schedule weekly or modify daily to meet workflow processes.• Implemented a customer service-training module placed in the company’s sharepoint, to train and provide for future resource on policies and procedures.• Conducted performance reviews, including goal setting, development plans and mid-year reviews. • Took ownership of customer issues, and provided complete end-to-end problem resolution.• Continuously provided team with quality customer management skills; assist in screening and hiring of staff; develop call scripting, skill assessments and performance evaluation, includes one-on-one training, on going coaching and employee development training.• Assist in ordering software and office supplies necessary during department transition from onsite workforce to remote.• Effectively lowered call handling time, and abandoned calls to less than 2% monthly average by educating during weekly meetings and coaching on balancing their time between call. Achievements: Company Recognition Award; Awarded to all the Customer Service Department for “Providing Excellent Customer Service and Exceeding Team Goals”. Awarded January 2022, Recognition Award for “Exemplifying our Value of Empowerment”.

Reported directly to the CEO reviewing, analyzing and summarizing company’s monthly financial statements. Managed office operations and served as liaison between CEI, Vice-President, employees and clients. Effectively restructured the administration department by assigning responsibilities, implementing, and controlling the flow material to meet client’s orders and demands. Enroll and educate new hires and employees on labor laws, all medical coverage’s, including dental, vision and other benefits available. Revisit and negotiated pricing with transport companies and steel fabricators and fastening vendors, to determine cost reduction initiatives and process improvements. Maintained all company permits, licenses, and equipment.Key Achievements: Quickly grew as a trusted manager to the company's President and V.P. of Operations earning my reputation for maintaining a positive attitude and producing high-quality work. Reduced Workers’ Compensation costs 95% by implementing safety plans and employee training, management accountability and equipment security.

Maintain all lines required in call center to provide for proper care and service for all customers. Mentored, instructed and provided guidance to Representatives to ensure completion of daily responsibilities including: client care, problem solving, insurance research, system utilization and cross selling of insurance products, assisting the sales departments by preparing quote proposals and binders. Special Projects: Developing and conducting training sessions relating to the cross selling of insurance projects; Testing and implementing insurance software to ensure proper transition of acquired company policies. Increased personal cross selling goal by 50%, doubling regional sales during a critical time in the industry, in a highly competitive market. Achievements included: Effectively structured and trained cross-sell program, received JD Powers and Association Award three consecutive years. Honored with seven “Gold Club” awards for extraordinary customer service and All-Star Award for perfect quality audits. Received two Awards for outstanding customer client service and top representative for cross-sell transfers and written policies in 2009.

Oversaw 4 team members of the Insurance Support Representatives (ISR) and 10 to 15 Sales Agent Trainees. Trained agents to quote, sell, and underwrite Automobile, Homeowners, Umbrella and Watercraft insurance to meet their weekly/monthly quotas. Created subject modules for easy access resource to create a pathway for success. Conducted a call night once a week to meet their monthly goals by calling out on leads provided by other departments. One-on-one Y-cord training once a week with trainees to coach on phone techniques, probing for cross-selling products and closing sales to enhance their skills. Mentored the ISR’s on customer service delivery, trained on processing of transacting policy changes and assisting the Sales Trainees on their application accuracy. Supported the district office manager by reporting timesheets and all administrative duties. Managed the monthly and yearly office budget. Achievements: Awarded 3 “Gold Key” awards. Supporting the sales agents by writing 90% of the “no-prior” insurance new business sales, while continuing to assist enforced policyholders on transaction changes and concerns. Displaying a high-level of leadership in the development of a team spirit, expressing enthusiasm and confidence to the insurance support team. Created individual sales letters, to service the sales agents needs to provide communication to their clients.