Justin Howell

Experience

• 

  American Income Life Insurance Company

  Sept 2013 - May 2014

  Life Insurance Agent

  • Initiated outreach to potential clients, delivering comprehensive information on available services and elucidating policy options tailored to their needs• Facilitated the completion of policy prerequisites by coordinating medical evaluations and assisting clients with the requisite paperwork, ensuring seamless compliance with regulatory standards• Established rapport with prospective clients through effective communication, fostering trust and understanding to facilitate informed decisions regarding life insurance coverage Show less

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  Morgan Stanley

  Aug 2014 - Dec 2023

  Led the overnight inbound call center teams which consisted of 3 teams between 70-90 inbound call agents as well as 3 Team managers and 4 Team Leads. • Oversaw the organizational shift of staffing on the APAC/EMEA teams from international staffing to a fully domestic staffing structure which streamlined call efficiencies by allowing for closer relationship between call professionals and management. • Successfully drove a growth rate in staffing of over 400% in a 9-month period, to ensure that service levels were met and maintained.• Initiated and oversaw the implementation of the overnight cross-training program. Trained top performing call professionals to be able to train their colleagues during the overnight shift. Enabling us to streamline our cross training while at the same time not losing the ability to meet 80% service levels on a nightly basis.• Managed staffing needs on a day- to-day basis using workforce management software as well as collaborating with Client Service Managers to determine what impact those events would have on call volumes. Used this information to anticipate staffing needed to meet expectations of 80% or above service levels on a nightly basis which we were able to consistently meet.• Led the team in handling customer complaints, fostering a culture of empathy, accountability, and problem-solving Show less Managed a team of 25+ inbound call agents. • Successfully coached agents using call listening sessions as well as weekly 1 on 1 meetings. Process was able to drive consistently high team performances having the top performing team in 9 of 12 months.• Ensured that expectations of the agents were aligned with departmental call metrics and quality standards.• Coached agents to align with department call metrics and quality standards using KPI and other metrics. Used this Information to provide proper call reviews and 1 on 1 coaching.• Ability to train and mentor new agents to meet the high team expectations and standards implemented.• Mentored team members with their career development through regular career conversations. • Ability to use the agent’s career goals to formulate a plan of promotion, successful in the promotion of 3 agents to leadership positions within workplace solutions group. Show less Handled inbound calls regarding company stock plan accounts from many different fortune 500 companies• Provided world class customer service by using effective listening skills. • Ability to explain company benefits to a wide range of individuals as it pertained to their company stock plan accounts including Stock purchase plans, Restricted stock plans and Stock option plans. • Obtained high quality scores consistently resulting 3 times being named top performer for quality. • Placed stock plans trades for inbound callers on daily basis with zero errors consistently. • Answered basic tax questions as it pertained to their 1099 forms for the sale of company stocks. Show less

  • Vice President Overnight Lead

    Jan 2022 - Dec 2023

  • Assistant Vice President Team Manager

    Aug 2019 - Jan 2022

  • Registered Service Professional Floor Lead

    Feb 2019 - Aug 2019

  • Registered Service Professional

    Aug 2014 - Feb 2019