Effectively managed teams of 15-20 employees in a dynamic and diverse work environment over the past decade in multiple lines of business, emphasizing clear communication, inclusivity, coaching, motivation, and development. Established and upheld high standards for performance, quality, and professional customer care. Prioritized performance goals, maintained schedules, andcelebrated team achievements. Facilitated regular team meetings to align goals and efforts, identifying areas for… Show more Effectively managed teams of 15-20 employees in a dynamic and diverse work environment over the past decade in multiple lines of business, emphasizing clear communication, inclusivity, coaching, motivation, and development. Established and upheld high standards for performance, quality, and professional customer care. Prioritized performance goals, maintained schedules, andcelebrated team achievements. Facilitated regular team meetings to align goals and efforts, identifying areas for improvement and implementing action plans with measurable outcomes to maintain profitable margins and reduce loss. Utilized data analytics to inform decision-making and drive continuous business enhancements. Acted as a liaison between customers and internal teams, advocating for process improvements. Managed absenteeism, disability claims, talent acquisition, and termination processes, providing comprehensive support on company benefits and wealth programs.Overhauled the Leadership Development Program, Subject Matter Experts Program, and Return-to-Work Program to promote growth and engagement. Recruited, interviewed, and trained high-performing consultants to lead and mentor while increasing development and overall potential. Coordinated team collaboration to share ideas and build best practices. Constructed and implemented training programs to maximize team member development and potential. Provided necessary tools for learning sessions along with subject matter experts with supervision and guidance. Provided ongoing mentorship and learning which led to a national program where my ideas and practices were successfully implemented and ongoing. Show less

Developed and maintained strong customer relationships by providing exceptional service and advice, applying conflict resolutions skills, negotiation, fair treatment policy, and extensive knowledge of the products, services, benefits, and policies. Investigated and resolved concerns in a timely manner. Met monthly KPIs by maintaining strong knowledge of the multiple products and systems while building communication skills to effectively present to customers with confidence.

Assisted 20+ customers daily with professionalism. Clarified customer needs and determined root cause of problems through effective communication, negotiation, research, analytics, and resources. Evaluated account and service histories to identify trends, using data to mitigate future issues. Used soft skills, negotiation, and strategic thinking to retain customers and build brand loyalty. Built revenue growth using effective sales strategies and product knowledge.