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Work History

Sep 2014Present

Sales Agent 2/Senior Mentor

Esurance
Successfully sold and cross-sold insurance products utilizing a proven sales process. Received accolades from upper management for consistent meeting and exceeding of sales goals and internal metrics. Assisted training department and management in the process of monitoring sales calls, providing feedback and coaching, and ensuring the implementation and integration of training materials.
Jul 2014Present

Adjunct Instructor

BYU-Idaho
Worked within the Pathway Program, and utilized E-learning resources to create and deliver lesson modules in an online LMS environment (I-Learn). Conducted live and recorded training sessions using Snagit, Adobe Connect, and Adobe Captivate. Assisted adult learners separated by geographic and economic obstacles in their quest to obtain a post-secondary education by facilitating the GS 120 course. Educated students in study skills, budgeting skills, and general post-secondary education foundation skills in an effort to on-board them into the Pathway Program.
Apr 2013Sep 2014

Operations Manager

Allstate Insurance-Zach Batte Agency

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.

Oct 2012Apr 2013

Customer Relationship Specialist

Allstate Insurance

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.

Oct 2011May 2012

Licensed Insurance Producer-Personal Lines

GEICO

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.

Mar 2011Sep 2011

Program Ready Trainer

Convergys

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.

Jun 2004Sep 2011

Business Owner

Liahona Mobile Entertainment

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.

Education

20082012

Bachelor of Science

Brigham Young University-Idaho

Major in University Studies/Minor in Communications and English