Nick Epperson Email & Phone Number

Liberty Lake, Wa

• National Licensed Insurance Agent. Assisting customers and agents with Property and Casualty insurance policies at Safeco's Licensed Sales Center.• Running multiple successful spiff contests to increase production• Overseeing and assisting other agents with their projects • Chair of TIC committee• Daily floor support• Sending out information updates to Department• Assisting Unit Manager with multiple tasks to help the team succeed.• Received multiple Ace/Shine Awards for going above and beyond required tasks• Selected for multiple Pilots (Agency preferences, pet insurance etc, chat team)• Selected twice for Interim Unit Manager Role – Includes but is not limited to the following:o Successful time management while balancing Interim UM position while still obtaining goals as an LTR.o Successfully coaching the team and exceeding team targets o Handling escalations/coaching opportunitieso Handling all attendance and adjustments o Holding Team Meetings and Huddleso Recognizing multiple agents for achievements via Ace or Shine Awardso Process walks for coaching and development of agentsEmployee Opinion Survey committee Lead multiple years. President Club Award Winner, multiple times New Hire Mentor

Liberty Lake

• National Licensed Insurance Agent. Assisting customers and agents with Property and Casualty insurance policies at Safeco's Licensed Sales Center.• Multiple Special Projects• Campaign Champion• EOS Committee Member• Daily Floor Support• Assisting Unit Manager with multiple tasks to help the team succeed.

Spokane, Washington Area

• Responsible for managing the work load for Customer Relations department assigned. • Evaluate productivity and other performance measures. • Ensure team member quality and customer satisfaction by monitoring call quality through the use of call monitoring software. (Verint) • Responsible for the mentoring and coaching of team members. • Organized and facilitated team member meetings. • Creates team incentive programs based on goals of the department. • Identify performance of team and communicate results to management.• Coaching and developing Associates – Including consistent review of performance• Attended and Completed 2012 American Management Association (AMA) Manager Acceleration Program (MAP Training) • My Team maintained the best Save & Discount Rate consistently• Conducting Interviews• Organized multiple department and team contests• Delivered Performance Appraisals • Received Above & Beyond Award For Team Save Rate• Led multiple projects within Customer RelationsACCOMPLISHMENTS:• Received the “Above & Beyond” Award from Pitney Bowes Inc. as a Supervisor which included a Trip to New York. Both Agents that received the award within my Department were also on my team. • Played an instrumental role in increasing customer satisfaction ratings index by providing consistent coaching and developing.• Promoted to a Call Center Supervisor Positions twice within 10 years. • Exceeded corporate target for customer satisfaction multiple months in a row.• Responsible for UAT and regression testing for new Siebel releases, training the entire department on changes and reporting all bugs to ensure multiple successful roll-outs of customized changes made.• Developed highly effective sales training strategies to assist the entire department in lowering their discount rates and increasing their save rates. • Supervised a successful sales team of 13 members who consistently exceeded sales goals by at least 5% each month.

• Sarbanes Oxley Audit – Collecting and providing data every quarter to the financial department within Pitney Bowes, Inc. to ensure we were in compliance with the audit process. • Yellow Belt Training – Attended and completed Yellow Belt Six Sigma training• Processing back end business requests as well as tracking and reporting statistical information to upper management. • Assisting with Siebel regression / User Acceptance testing (UAT)• Updating knowledge base with changes in business procedures. • Creating and maintaining department training documents.• Assisting with multiple training classes, Pilot programs and team meetings• Outbound Correspondence, including but not limited to Office of the President Complaints, Contract Verification Disputes, BBB Complaints & all other written requests for cancellation. Maintaining 100% Resolution and Completion rate for the department. • Tip Of The Day Emails – Designed and implemented department Tips to inform agents of process changes, system updates, policy changes and sales techniques.• Floor Support – Handled agent issues, questions and escalated Supervisor calls

Spokane, Washington Area

• Made outbound calls selling a variety of products • Top seller for company (4 years in a row)

Spokane, Washington Area

• Made outbound calls selling a variety of products for different programs

Lolo, Montana

• Made outbound calls selling magazine subscriptions to a customer base that had a valid Credit Card.

General Studies

Education record