Phoenix, AZ Area
Managed day-to-day operations of insurance agency. Managed Outbound Telesales Project using PMI methodology. Hired, trained, and managed Outbound Telesales Representatives. Utilized Instructional Design techniques, including ADDIE model, and tools, including Snagit and similar platforms, for effective training campaigns. Created SCORM-based LMS environment for administering, facilitating, and tracking training and continuing education data.
Facilitated property and casualty insurance endorsements in a call center environment. Sold renters insurance. Cross-sold other insurance products. Consistently maintained excellent ratings in AHT, ACW, hold time, first-call closure, recall closure, and sales retention.
Advised consumers and sold automobile insurance in a call center environment. Consistently maintained excellent ratings in AHT, ACW, hold time, first-call closure, recall closure, and sales retention.
Designed instructional materials using the ADDIE model, and facilitated on-boarding and technical training for technical service agents. Tracked and recorded statistical analysis of agent performance and attendance. Guided agents in achieving consistently maintained excellent ratings in AHT, ACW, hold time, first-call closure, recall closure, and sales retention. Processed HR activities, such as graduation, terminations, transfers, and verbal and written counseling. Provided floor supervisory assistance, including supervisor calls, overrides, and HR actions as needed. Developed and facilitated changes in curriculum and policy as dictated and requested by senior management. Provided technical assistance and advice to customers.
Trained and supervised employees, ensuring customer satisfaction goals were met. Developed sales and marketing campaigns, including website design, SEO, and CRM implementation. Provided high-quality audio and visual entertainment services.
Major in University Studies/Minor in Communications and English