Ernie Hays

Experience

• 

  GEICO

  Sept 2010 - Oct 2023

  Managed up to 10 teams concurrently, setting targets for productivity, quality, customer service, and efficiency.Established benchmarks for team rankings against peers and utilized a data-driven approach for quartile management, consistently achieving countrywide best results in key performance indicators.Tracked performance using lead and lag measures, including handling time, hold time, customer sentiments, state-specific results, and work types.Spearheaded a data-driven approach to manage quartile performance variance, propelling my team of 100+ associates to a top 3 ranking companywide.Applied strategic problem-solving skills to address performance issues, resulting in a 10% improvement in associate turnover.Shared responsibility for growth planning for the region, Providing senior management with recommendations for marketing and pricing in various sectors to improve growth and profitability.Oversaw the management of over 16 teams, setting comprehensive targets for productivity, quality, customer service, and efficiency.Innovated a new training approach focused on shorter time to proficiency, contributing to a 25% improvement in new hire productivity.Led trainers and coaches in training, demonstrating, observing, auditing, and coaching to ensure an optimal new hire experience.Consistently ranked as the top training manager, with supervisors under my management consistently achieving top ratings among their peers.Restructured the training department, fostering leadership development and training for junior employees, leading to a 10% improvement in new hire satisfaction.Spearheaded a data-driven approach to manage quartile performance variance, achieving a top 3 ranking companywide.Addressed performance issues, resulting in a 10% improvement in associate turnover.Managed large portions of the Service department budget, enhancing associate engagement. Show less

  • Customer Service Manager

    Sept 2017 - Oct 2023

  • Management Training and Development

    Oct 2015 - Sept 2017

  • Customer Service Supervisor

    Apr 2013 - Oct 2015

  • Customer Service/Licensed Insurance Agent

    Sept 2010 - Apr 2013