Accomplished, client-focused professional with over 15 years of experience delivering excellence in the management of processes, procedures and personnel within sales, call center and insurance environments. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements. Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess extensive experience in call center operations and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs.