Call Center Manager, Sales, Finance

CUSTOMER CARE

Results-driven business professional offering 15+ years of experience driving rapid sales growth and exceeding client expectations. Experienced in end-to-end customer care strategies with expertise in training specialized teams in best practices for achieving the highest levels of client success, satisfaction, and retention. Displays a natural talent for assessing customer needs and delivering innovative solutions to secure the sale. Licensed in Missouri, Kansas, and Florida to sell Property, Casualty, and Health Insurance

SIGNATURE SKILLS

Customer Experience Customer Lifecycle Management Sales Management Customer Service Revenue Generation Direct-to-Consumer/B2B Account Management Consumer Engagement Data Analytics/KPI Training and Skill Development Automotive Financing Pipeline & Relationship Growth Loss Mitigation Problem-Solving PROFESSIONAL EXPERIENCE

Team Leader (Remote) TTEC, Englewood, CO Oct 2018 – Present

Navigate a remote work environment to lead and adequately prepare teams of 25+ B2B trainers to deliver new agent and end-user training on multiple client systems, including Citrix, PeopleSafe, The Source, Jabber, Zoom, and Slack o Client – USAA: Advised teams within the Auto Policy Department on standardized methodologies for updating member accounts and processing bill payments across multiple insurance products o Client – eHealth: Trained teams on proven techniques for driving Medicare sales during open enrollment o Client – CVS: Coached teams on processing Member prescription mail orders, prescription payments, premium bill payments, and late enrollment penalties

Client Manager Farmers Insurance - Brian Chandler Agency, Kansas City, MO Mar 2015 - Nov 2021

Ensured positive customer experiences across all service touchpoints to drive sales and retention for personal and commercial insurance products

Owned a robust Book of Business, realizing incremental growth YoY while handling ongoing account services, including renewals, upgrades, and policy changes

Collaborated with the underwriting team to prepare policy quotes and sales presentations Insurance Sales Producer/ Client Manager Combined Insurance, Independence, MO Oct 2014 - Feb 2015

Utilized the latest prospecting techniques to generate warm leads and expand the sales pipeline while maintaining exceptional customer service across all existing residential and business accounts to retain long-term clients Medicare Insurance Sales (Temp Role) SelectQuote Senior, Leawood, KS Jul 2014 - Sep 2014

Completed intensive training for the Annual Enrollment Period (AEP), leveraging new subject matter expertise to achieve sales goals for Medicare, Medicare Supplements, and Medicare Advantage Plans Insurance Sales Producer Platinum Supplemental Insurance, Dubuque, IA Feb 2014 - May 2014

Traveled extensively throughout the State of MO to advise farmers, ranchers, and other small business owners on available supplemental insurance products aligned with their personal and professional/business goals

Engaged current policy owners via phone and in-person to address policy inquiries and upgrade requests EDUCATION AND TECHNICAL SKILLS

Associate of Applied Science in Network Systems Administration DeVry University Kansas City, MO Technical Skills Applications: Microsoft Office 2007/2010 (Word, Excel, Access, and PowerPoint) Platforms: Windows 95/98/2000/XP/Windows 7/Windows Server 2008, Linux, Unix Networking Protocols: TCP/IP, DNS, DHCP, RIP, RIPv1, RIPv2, VLAN, VTP, EIGRP, LAN, WLAN, WAN TRAVIS ALEXANDER

Independence, MO 64055 816-***-**** ********@****.***

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