William Cope Email & Phone Number

Groveport, Ohio

Columbus, Ohio

Managed a team of 21-30 Consultant Support Representatives to Service HER within a fast growing DSA Corporation. Utilize CRM tools to manage, encourage and educate the field and their customers. Achieved proper KPI's through quality monitoring and coaching.Monthly and yearly performance reviews.Developed SOP's that saw increase of call center by 50%.

Managed a team of 18-24 representatives to meet or exceed established performance measurements objectives for line operations though continuous focus on improvement in the areas of cost, efficiency, quality, and customer satisfaction.*Achieved quarterly cost ratio objectives by reducing teams Average Handle Time below operational plan.*Identified and.

Provided Behavioral health care communications counseling, using both inbound and outbound process.*Selected as one of first 12 representatives nationally to develop new managed care department resulting in implementation of Managed Care Departments in all call centers and Pharmacies.*Consistently reached or exceeded objectives and goals set for.

Responsible for inbound call taking of pharmacy clients, filling prescriptions and resolving claims and billing issues.*Uniquely handled needs of specific complex client through prior industry customer service and sales training, which reduced number of escalated calls and AHT. *Recognized for using specific confidentiality Standard Operating Procedures.

Property & Casualty, Life and Health General Agent, servicing both personal and commercial lines.*Became one of top producers of group health benefiting a niche market of small companies less than 50 employees.

Helped families initiate their life insurance portfolios. *Trained and managed producing agents.*Top producer of life policies for new pilot agency for large financial corporation.

Debit insurance agent responsible for sales and collections.Ranked 33rd in field of 600+ Sales agents nationally first year in insurance sales.*Consistently performed above sales and collection goals monthly. *Increased book of business by 40% first year.