Tony Hall

Experience

• 

  National Association for the Self-Employed (NASE)

  Jul 2004 - Nov 2004

  Licensed Sales Producer

  Prospecting of potential new clients via cold-calling, direct mail and business to business marketing efforts. Developed my own successful sales presentation focusing on closing the sale during the initial meeting.

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  Sterling Insurance Company

  Nov 2004 - Jun 2005

  Client Support Specialist

  Handled inbound calls from current policyholders attempting to cancel and/or trying to reduce their monthly premium in an attempt to maximize policy retention. Made outbound calls to existing policyholders in an attempt to educate and maintain current inforce. Worked closely with the department Manager to develop effective scripting.

• 

  Sterling Life

  Jun 2005 - May 2013

  Managed a team of 13-18 non-exempt licensed agents fielding inbound calls and making member outreach calls to existing customers in an attempt to prevent cancellations and retain business. My daily activities included; writing/adjusting scripts and talking points, focusing on customer retention/education, working closely with the Sales and Marketing departments to align efforts with current sales strategies, performance/talent management and identifying areas to improve/sustain efficiencies. Responsible for monitoring quality of retention agents. Handled escalated issues to maximize policy retention. Worked with the department Manager to develop scripting and policies to establish efficiencies.

  • Supervisor, Client Support Services

    Oct 2007 - May 2013

  • Lead, Client Support Services

    Jun 2005 - Oct 2007
• 

  Sterling Life Insurance

  May 2013 - Jan 2016

  Supervisor, Customer Service

  Managed a team of 12-15 non-exempt direct reports fielding inbound calls from current/potential customers and providers verifying benefits and/or inquiring about claims payment. My daily activities included; focusing on performance/talent management, consistent quality/service and identifying areas to improve/sustain efficiencies.

• 

  Cascade Dafo

  Aug 2016 - May 2018

  Managed a team of 6-8 non-exempt direct reports fielding inbound calls from customers placing orders, checking on order status, troubleshooting products and/or experiencing technical difficulties. My focus has been; performance management, talent development, improving processes including the implementation of order entry and phone call audits while also acting as a liaison for IT to transition to more up-to-date telephonic equipment and reporting requirements. The company's and this department's ultimate goal is to do what is necessary to make it right for our customers in an attempt to help improve their quality of life. Show less

  • Supervisor, Order Fulfillment

    Sept 2016 - May 2018

  • Supervisor, Customer Service

    Aug 2016 - May 2018
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  Northwest Eye Surgeons

  May 2018 - Jul 2019

  Service Manager - Call Center Operations
• 

  Whatcom Educational Credit Union-WECU®

  Jul 2019 - now

  Director - Retail Experience