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Sonja Cheeks-Spann

Professional Summary

Motivated, results-driven sales and service insurance professional with proven leadership skills and experience in partnering with business leaders to define strategies in attaining organizational goals. Skilled at facilitating change, analyzing business processes and implementing improvements that reduce costs and improve efficiencies that positively impact the customer experience.

Professional Accomplishments

Sales and Service

Formulated and implemented action plans and sales and service standards to support the achievement of team, departmental and company-wide goals for Nationwide’s Agency Call Center launched in 1999.

Selected to supervise one of the first sales team under Nationwide’s initial direct sales and service channel, Customer Choice. (2003)

Recognized for Best Team Performance for 3 consecutive years and selected to attend Annual Nationwide Sales Leadership Conference in Las Vegas in 2013 and 2015.

Transferred from Nationwide Sales Solutions (NSS) in LYN to assist with build out of new sales location in Columbus in May 2015.

Recognized by Nationwide Executive Leadership Team for Gallup Poll Team Engagement results every year since 2013.

Recognized and awarded in 2016 by Nationwide Executive Leadership Team as an All Star performer, which included an all expense paid trip to Scottsdale, Arizona.

Management

Hire, manage, coach and direct a team of 12-15 Property & Casualty and Life licensed direct sales agents responsible for selling various personal lines products in a direct call center.

Manage day-to-day operations of my sales team using daily team huddles, call and performance monitoring tools and reports, live call reviews and side by side coaching.

Handle a variety of post-sales related calls from clients including billing and coverage inquiries, and the monthly reconciliation of new business writings to ensure the accuracy of monthly commission payments to agents.

Coordinates resolution of customer complaints. Interact and consult with other units/functions to answer/eliminate issues. Handle escalated sales questions and other problems related to new business sales.

Facilitates training for agents to ensure thy maintain currency in products, sales techniques, systems, underwriting, regulatory practices and procedures.

Leadership

Achieves production objectives for new business through the coordination and supervision of new business agent activities. Delivers effective coaching and leadership skills to encourage agents to meet and exceed sales and other goals.

Provides input to the planning, development and monitoring of sales plans and objectives at the unit, product and division level. Analyzes results for the unit and recommends improvements.

Goal-setting on individual, unit and division levels; perform weekly and monthly leader reporting and call quality call reviews for agents; participates in performance improvement.

Collaboration with Performance Improvement and Training, Underwriting, Business Readiness and Agency Support Units to ensure optimum results and peak associate performance.

Served as Nationwide’s Virginia Regional United Way Chairperson in 2001 and 2002

Employment History

2006-Present

Sales Supervisor; Nationwide Sales Solutions

Nationwide Insurance, Columbus, OH

2003-2006

Sales & Service Supervisor, Customer Choice

Nationwide Insurance, Lynchburg, VA

1999-2003

Supervisor; Agency Call Center

Nationwide Insurance, Lynchburg, VA

1997-1999

Manager; Pension Administration

GE Capital Insurance, Lynchburg, VA

1987-1997

Pension Analyst/Supervisor; Pension Administration

GNA/GE Capital Insurance, Lynchburg, VA

Licenses

Licensed Property &Casualty Agent

Licensed Life, Health and Annuities Agent

Professional Development

Leadership Development Program 2001 (Nationwide Insurance)

Leadership Enhancement Program 2003 (Nationwide Insurance)

Certified Coach Weber Employee Performance Improvement Coaching (2011-2012)

Norm Shubb Leadership and Coaching Series 2013-2014

Proci’s Change Management Training (ADKAR Coaching Model)

Continuous Improvement and Sustainability (Lean Sales Training Module- 2014)

References available upon request.

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