Sales Manager & Service Advisor
October 2013 — Present
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Managed a team of 18+ licensed Sales Agents that serviced and sold AARP Health Insurance Products aimed at the 50+ demographic.
Responsible for in-office and work-from-home sales agents.
Drove staff to meet performance expectations and organizational goals.
Identified individual and/or team performance opportunities and coached up while celebrating successes for top performing agents.
Engaged staff to embrace new technologies through change management.
Recognized and developed emerging new talent.
Managed a team of 16+ Customer Service Representatives that serviced AARP Health Insurance Products aimed at the 50+ demographic.
Responsible for in-office and work-from-home customer service representatives.
Worked closely with staff to meet performance metrics and drove staff to own their individual results.
Acted as department communication lead and overhauled internal intranet site to further engage staff and boost morale.
Partnered with value chain clients and reported out monthly call center performance.
Partnered across business segments managing staff to assist during peak seasons.
Spent 8 weeks in North Carolina to train new staff from other business segments.
Successfully trained and then deployed staff to work-at-home as customer service representatives.
Facilitated and trained staff on new call handling procedures including regulatory and compliance matters insurance matters.
Worked closely with new hired staff to ensure their performance success.
Assisted AARP members on health insurance inquires for health care products underwritten by multiple health insurance carriers.
Completed inbound and outbound call campaigns as a follow up to inquiries made by the customer.
Consistently met and/or exceed performance metrics.