Tony Waldron

Experience

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  Celebration! Cinema

  Jan 1996 - Feb 1999

  Assistant Manager

  * Supervised, trained, and scheduled staff, conducted interviews and hired, ordered supplies, conducted inventories, oversaw monies, scheduled movies, resolved customer complaints.* Coordinated with area media to enhance public awareness of upcoming films and events.* Designed large-scale promotions for upcoming films

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  Huntington National Bank

  Feb 1999 - Oct 1999

  Customer Service Representative

  * Performed customer service, researched account transactions, audited branch, ATM, drawers and main vault.* Sold bank products, services, and accounts through customer referrals to account specialists.

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  Cinemark

  Oct 1999 - Feb 2000

  Box Office Manager/Administrative Controller

  * Supervised staff of 120+, hired and trained employees, oversaw all monies, resolved customer complaints.* Maintained records, managed petty cash, maintained communications with regional and corporate offices.* Processed all requisitions and authorizations.

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  Huntington National Bank

  Feb 2000 - May 2000

  Personal Banker

  * Sold bank products and services (personal and commercial) including loans, time and demand deposit accounts. * Researched and followed up on account transactions and inquiries.* Performed customer service and assisted in general operations of branch in coordination with branch manager.

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  T-Mobile

  Jun 2000 - May 2001

  Retail Sales Representative

  * Sold wireless products and services, trained new employees, assisted manager in conducting inventories.* Researched, resolved, and followed up on customer service issues.* Performed customer service and assisted in general operations of store in coordination with store manager.

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  Farmers Insurance

  May 2001 - Jun 2002

  Customer Service Representative

  Performed customer service for Zurich auto and homeowners policies utilizing Zurich's mainframe applications.Researched and resolved routine and non-routine customer service issues and complaints to mitigate escalations.Averaged 30-40 inbound phone calls daily with varying degrees of complexity.

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  T-Mobile

  Jun 2002 - Oct 2002

  Assistant Retail Sales Manager

  * Supervised staff of 5, hired and trained new employees, conducted inventories, oversaw all monies.* Maintained records, managed petty cash fund, maintained communications with regional management* Oversaw employee outbound effort to increase sales.

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  Farmers Insurance

  Oct 2002 - Jun 2014

  Managed back office operations for Farmers Specialty Property Underwriting.Applied Lean methodologies to work processes resulting in an estimated savings of $251,000 over a 12-month period.Improved employee efficiency by reducing average handle time by 27% on correspondence production.Created, reviewed, and revised standard operating procedures to reduce variance and ensure consistency and compliance.Managed relationships with cross-functional and external business partners.Managed various projects and process ownerships. Show less Simultaneous management of two CAP projects in excess of $500,000 in addition to one non-CAP project.Responsible for leading three project teams of approximately 30 individuals through all project phases from conceptualization through post implementation encompassing over 40 milestones.Responsible for successful resolution of cross-functional issues and conflicts. Responsible for the preparation and presentation of project artifacts and reports measuring project health in terms of scope, budget, and schedule.Developed fourteen comprehensive use case documents and captured business and technical requirements while adhering to strict deadlines on the NSS/NextSTAR project.Contributed to the E-Lien project at Farmers Specialty which resulted in a net savings approximately $170,000 over a four month period. Show less Recruited, supervised, and developed a direct call center team of 10 to 15 licensed insurance agents in a department of approximately 80 with 140,847 PIF averaging 468,805 calls annually.Consistently led team to exceed or far exceed expectations on call quality, file quality, and AUX adherence.Coached improvement within team on close ratio for upsells, cross-sells, saves, and referrals to 35% from 11%.Created, reviewed, and revised standard operating procedures to reduce or eliminate non-value added processes and ensure legal compliance.Responsible for the successful resolution of customer escalations and formal complaints. Show less Conducted needs analyses with management and department personnel to determine training needs.Delivered scheduled and ad hoc training to groups ranging from 1 to 40 participants.Designed training framework for the Enhancing Customer Connections program focusing on the development of upsells, cross-sells, saves, and referrals which was used by the Farmers Specialty direct call centers.Designed and developed customized curricula and materials for the new-hire program. Designed and developed web-based training "Personal Automobile Policy" for ForemostEducation.com.Solicited and evaluated feedback from participants to identify training gaps and opportunities of continuous improvement including the elimination of non-value added activities within the training program. Show less

  • Underwriting Manager

    Dec 2011 - Jun 2014

  • Project Management Specialist

    Jun 2010 - Dec 2011

  • Service Operations Supervisor

    Sept 2007 - Jun 2010

  • Training Consultant

    Feb 2005 - Sept 2007

  • Sales/Service Agent

    Oct 2002 - Feb 2005
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  Erie Insurance Group

  Jun 2014 - Jul 2016

  Section Supervisor - Customer Care Operations - P&C and Life

  Coached employees on a variety of customer service subjects including call quality, efficiency/productivity, communication skills, and problem solving. Employed situational leadership methodology ensuring proper support for an employee’s individual level of competence and confidence.Effective planning and real-time management of the floor by reviewing and analyzing employee schedules, call volume forecasts and trends, and capacity to ensure that service level agreements (80% of phone calls answered in 40 seconds or less) are met.CCO Business Lead for a variety of projects including IM Available (i.e., ERIE Live Chat) and Erie Family Life at 50.Supported efforts for CCO process inventory and improvements with the objectives to reducing waste and redundancy and improving employee and customer experience.Supported department “Great Places to Work” (GPTW) initiatives at both the individual team and department level.Recruited, supervised, and developed Customer Advocates in a P&C call center averaging between 80 and 90 employees handling more than 1,000,000 calls annually and a Life Insurance call center of 16 employees handling an average of 150,000 calls annually.Successfully resolved policyholder and agent escalations and formal complaints. Show less

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  Farmers Insurance

  Oct 2016 - Mar 2024

  Analyze quantitative and qualitative data to understand market conditions and identify sales opportunities.Provide change management support for company initiatives and strategy.Provide virtual coaching and feedback to new Farmers Insurance Agents on a variety of topics including (but not limited to) agent quote/sales trending, quote quality, NPS, marketing, and company initiatives, for all lines of business including Personal Lines (Home, Auto, Umbrella), Specialty Lines (Mobile Home, Motorhome, Motorcycle, ATV, Boat/PWC, Vacant and Landlord Dwellings, etc.), Commercial Auto, Commercial Multi-Peril (i.e., BOP), Workers' Compensation, and Life Insurance.Provide virtual coaching and feedback to new Farmers Insurance Agents on a variety of operational topics including marketing systems/strategies, staffing strategies, sales techniques, and agency processes (e.g., Internet lead processes, staff onboarding, claims handling, escalations, etc.).Leverage Salesforce to track agent performance, consultations, KPIs, and communicate with others within the enterprise. Show less Analyze quantitative and qualitative data to understand market conditions and identify sales opportunities.Provide change management support for company initiatives and strategy.Provide in-person and virtual coaching and feedback to Farmers Insurance District Managers and their teams on a variety of topics including (but not limited to) agent quote/sales trending, quote quality, NPS, marketing, and company initiatives, for all lines of business including Personal Lines (Home, Auto, Umbrella), Specialty Lines (Mobile Home, Motorhome, Motorcycle, ATV, Boat/PWC, Vacant and Landlord Dwellings, etc.), Commercial Auto, Commercial Multi-Peril (i.e., BOP), Workers' Compensation, and Life Insurance.Provide in-person and virtual coaching and feedback to Farmers Insurance Exclusive Agents on a variety of topics including marketing systems/strategies, quote/sales activity and quality, sales techniques, and agency processes for all lines of business.Leverage Salesforce to track agent performance, consultations, KPIs, and communicate with others within the enterprise. Show less

  • East Territory New Agency Coach

    Sept 2023 - Mar 2024

  • Michigan Sales Coach

    Apr 2018 - Sept 2023

  • Agency Business Consultant

    Oct 2016 - Apr 2018
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  Agero, Inc.

  Mar 2024 - now

  Senior Client Success Manager

  Manage client interactions, resolve challenges, cultivate growth opportunities, and broaden awareness of company products and solutions.Facilitate client engagement with internal teams (sales, marketing, product, legal, engineering, etc.) to remove obstacles, enhance execution, and drive business results.Responsible for effective administration of client agreements, increasing product utilization, and leveraging best practices along with ensuring SLOs and KPIs are achieved/exceeded.Responsible for oversight and financial performance including driving growth, product adoption, and contract renewals for multiple product lines. Show less