Constance Pierson acyhrg@r.postjobfree.com Palm Coast, FL 32137 www.linkedin.com/in/conniepierson

904-***-****

CALL CENTER DEVELOPMENT MANAGER

Creative and multi-dimensional leader with extensive experience in Sales, Customer Service, Quality Control Management and Training. Highly skilled in mentoring, implementing and evaluating effective agent training programs that align with the brand and strategy. Strong background in leadership, communication and coaching inside sales, customer service and field agents to achieve quotas and overall corporate goals. Exceptional relationship, team building, and change management skills.

Areas of Expertise:

Sales, Service and Quality Management

Project Management

Team Building and Leadership Mentor

Staff Development monitor and Coaching

Customer Satisfaction and Relationship Management

Process Improvement

PROFESSIONAL EXPERIENCE

FARMERS Insurance, Lake Mary, Florida 1998 - 2016

Senior Sales Strategist Management

Developed and streamlined policies, procedures and scripting for representatives and management. Traveled to regional sites to drive change and increase product sales.

•Determined staffing and hiring needs based on research from call trending and analysis.

•Developed and deployed proven training, coaching and best practice strategies for the enterprise achieved a 30% lift in sales results and a 51% improvement in “first call close” percentages

•Created formal assessments and evaluation documents of each site to assure adherence to a strong sales and quality culture nationwide

•Trained and mentored over 100 Farmers Agents and Marketers on sales strategies and quality performance metrics to improve call handle time and outbound cold call strategies

•Designed and delivered Farmers “Smart Selling” training and certification process

•Master certified as a trainer and coach dedicated to inspiring positive change in others

•Managed Pilot groups driven to enhance and increase productivity results with call metrics

•Conducted competitor benchmark analysis of customer service process and web reporting out to executives

•Initiate an enterprise wide assessment of sales skills and best practices, detailed assessment of the call center processes and personnel

•Reduced new representative ramp up period from 180 days to 60 days through creation of innovative 3 week New Hire Training program

•Development of a consultative selling call guide, quality in every call, career pathing and the deployment of sales and service training for over 400 inside/outside sales agents and management employees

Constance Pierson Pg. 2

ADDITIONAL EXPERIENCE

MarCom Technologies, Drexel Hill, PA

Quality Assurance Manager

Managed a team of 20 Quality Assurance representatives.

Conducted Client monitoring collaboration sessions with Account Management, Contractors and Clients to ensure accuracy

Achieved 34% lift in high quality results for all insurance programs and met 47% improvement in “first call close”

Internal review of performance KPIs with Marketing Associates to improve quality in every call requirements

Developed action plan solutions for call handle time and process improvement encouraging team members to do their best

Responsible for rewards and recognition for the QA staff

Scheduling weekly one on one meetings with team members to communicate current system changes

21st CENTURY/AIG Insurance, Wilmington, DE

Sales Manager

Managed a team of 15 licensed Property & Casualty insurance agents to perform according to company standards and goals.

Achieved 58% lift in conversion rates for all insurance programs and 47% improvement in “first call close”

Conducted call monitoring sessions with executive management teams and produced documentation

Developed motivational programs and contests targeting higher results the team achieved 28% improvement in call KPIs

Managed sales and customer service agents to achieve quality in every call

Work directly with the management to mentor and coach managers/supervisors to drive sustainable behavioral change through a guided discovery coaching methodology

Monitored calls and completed analysis, providing feedback and recommendation for process improvement

Building a culture focused on service, performance, teamwork cultivating sales and quality opportunities and winning new business

Proven record in meeting and exceeding goals; increase productivity, efficiency and customer satisfaction as well as reduce cost

Confidently presented, negotiated and collaborated with executives, leading to the development of key relationships, customer loyalty and trusted adviser status

Manage and lead teams through cultural and organizational changes through continuous communication with the end vision of being a team player

EDUCATION/TRAINING

Immaculata College, Sales and Marketing

West Chester University, Business coursework

Professional Designation/Courses

Producer Agent's License – Property, Casualty

Leader shift, transforming the Face of Leadership

Master Coach Certification monitoring quality in every call

Certifications and Awards

•YMTD Operations Project Management Excellence Award – Supervisor Intern Training Manual

•Six Sigma - Yellow Belt Continuous Improvement Certification

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