• Responsible for direct supervision of up to twenty one Inbound/Outbound phone associates, including Medicare D representatives.• Conduct research on Med D applications via CMS website and MarX application.• Coach associates to meet business goals while always keeping personal growth in sight.• Responsible for monitoring, reviewing and coaching of calls for professionalism and policy/procedure accuracy.• Motivate team by creating incentives that drive both team and individual performance.• Provide one on one coaching and give balanced feedback to ensure positive growth.• Assist with behavioral interviewing during hiring phases.• Facilitate weekly team meetings.• Monitor call volume, ASA, and abandon rates and notify staffing if adjustments are necessary in routing.• Special project assignments.

Responsible for direct supervision of up to twenty-five sales/phone associates.Coached associates to meet both personal/career growth while always keeping the objectives in the forefront.Responsible for monitoring, reviewing and coaching of calls for professionalism and policy/procedure accuracy.Motivated a dynamic sales team by creating incentives that drive both team and individual performance.Provided one on one coaching and gave balanced feedback to ensure positive growth.Through gained Lending Authority I was empowered to make credit decisions on accounts.Pulled credit bureaus for review in making or defending established lines of credit.Took escalated calls and diffused irate situations.

Retrieving of reports and providing stat information to associates.Compiled associates activities into daily, monthly and quarterly reports.Monitor of calls and providing feedbackSide by side coaching

Provided quality customer service by maintaining professionalism and keeping abreast of policy and procedure changes.Proven ability to cross sell products to customers and add value to the company's bottom line.

Answered incoming calls while maintaining stats (availability, quality, compliance, and cross sell of products).