• Responded to customer calls and emails to answer questions about products and services.• Adhered to company policies and scripts to consistently achieve call-time and quality standards.• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Oversaw team of 11 agents focused on Medicare Sales Calls.• Generated reports detailing metrics such as call times, close rates, and agent KPI's.• Listened daily to agent calls and provided constructive feedback to increase sales strategy's.• Motivated employees to increase productivity and maximize service quality with hands-on leadership style.• Developed multiple training courses to engage team learning and new procedures.

• Promoted to ASM in March 2018• Collaborated with upper management to implement continuous improvements and exceed team goals.• Organized promotional events and interacted with community to increase sales volume.• Assisted sales team with completing customer transactions and managing issues.• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.• Mentored team members to enhance professional development and accountability in workplace.• Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.

• Assisted customers with difficult billing, account review, technical issues, and product demonstration.• Up-sold additional products such as AT&T DirecTV while assisting with said billing or tech issues.• Utilized my extraordinary interpersonal skills to create authentic, lasting relationships with every customer.• Business certified increasing my reach to potential clients and new sales.