Experience

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  Esurance

  Jan 2002 - Jun 2017

  Directed and led a high-performing team of 20 licensed insurance agents, including in-office and remote employees. Significantly enhanced Key Performance Indicators (KPIs), transforming the #6 licensed team to #1 within six months. Led and coached a dynamic team of 20 service representatives, surpassing Service Center goals within a 90-day timeframe. Innovatively designed and implemented incentive and recognition programs, fostering motivation and cultivating a collaborative team atmosphere. Proactively identified and executed opportunities and efficiencies, driving continuous improvement within the department. Conducted impactful team meetings, one-on-ones, and annual evaluations, ensuring continuous growth and development. Drove excellence and consistent promotions across the team through training, performance management, and evaluation. Show less Achieved successful sales of auto insurance while expertly cross-selling other products, notably boosting revenue streams. Applied underwriting procedures to offer insights and clarity on coverage decisions, contributing to a streamlined and informed process. Served as Manager on Duty, providing valuable assistance to agents, ensuring smooth operations and issue resolution. Served as a dedicated mentor for new sales agents, offering guidance and support to facilitate their professional growth. Facilitated impactful new hire training sessions, contributing to the seamless onboarding of new team members. Collaborated with individuals and teams to significantly enhance sales stats, surpassing company sales goals. Led impactful team meetings and one-on-ones, fostering a culture of continuous improvement. Played a key role in establishing a mentor program, contributing to professional development and knowledge transfer. Created incentive and recognition programs, motivating agents to elevate their stats and achieve company sales objectives. Show less

  • Service Operations Analyst

    Mar 2015 - Jun 2017

  • Supervisor

    Oct 2013 - Mar 2015

  • Insurance Sales Agent

    Sept 2004 - Oct 2013

  • Processing Associate

    Jan 2002 - Sept 2004
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  Bluepeak

  Aug 2017 - Jul 2020

  Supervisor

  Managed multiple daily and monthly operating and statistical reporting for Sales and Customer Care. Facilitated weekly Campaign and Adjustment Meetings, ensuring executive awareness of trends and outliers. Provided essential guidance to supervisors for targeted coaching and agent training initiatives. Pioneered incentive programs to motivate employees, tracking progress towards exceeding monthly sales goals.

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  Branch

  Jul 2020 - Jan 2024

  Delivered training programs for Sales and Support departments, ensuring successful onboarding for new hires and ongoing skill development for existing team members. Designed engaging and blended training solutions, including instructor-led, eLearning, microlearning, games and scavenger hunts to enhance the learning experience and drive optimal behaviors. Led process improvement initiatives to streamline education and knowledge management methodologies, resulting in increased efficiency, productivity, and overall effectiveness. Show less Delivered top-tier customer service via phone, chat, and email, ensuring seamless experiences for members. Drove operational efficiency by optimizing the inspection process, eliminating numerous Zendesk tickets. Conducted rigorous first-level underwriting, assessing inspections for hazards and eligibility. Developed comprehensive training materials, fostering skill development across teams. Led impactful new hire and ongoing training for Support and Sales teams, contributing to a high-performance culture. Show less

  • Member Support Trainer

    Oct 2021 - Jan 2024

  • Member Support Specialist

    Jul 2020 - Oct 2021