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Call Center Manager Resume Example

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CALL CENTER MANAGER
Highlights
  • Training, Coaching, Problem solving, Windows, Excel Database management, Power Point, Word
  • Processing, Spreadsheets, CRM databases, click to dial programs
  • 10-Key by touch, 50+ wpm, excellent business
  • communication skills, excellent decision
  • making skills, Insurance and Insurance Underwriting
  • knowledge and experience, SalesForce, RingCentral, and MegaPath
Experience
Call Center Manager 08/2014 to 10/2014 Rezilient Direct Insurance L&H Insurance Austin, TX
  • To assist in all aspects of the call center business Interviewed and Hired potential call center Agents/Representatives Implemented change throughout call center for it to run more efficiently Created Reports to track and monitor Agent progress and adaptation to procedures Created a more compliant atmosphere for the company Negotiated and obtained quotes for the CEO for equipment to enhance the company's goal of being a more paperless environment, as well as created a more comfortable workplace for Agents and employees Audited calls for accuracy and to identify Agents who were in need of help Created product training material for all new Agents Trained both current and new Agents/Representatives on sales/closing techniques Created reports for the CEO to show progress of the team as a whole and individually Created time schedules and monitored schedules accordingly Enhanced team synergy and increased monthly/annual production for the company.
Direct Licensed L&H Insurance Agent 11/2007 to 04/2014 Cigna/Great American Austin, TX
  • Sold Medicare Supplements, Whole Life Insurance, Cancer policies and Accident policies to the senior market throughout the US via inbound and outbound calls.
  • Top producer for the months of June and August 2010 with sales exceeding $44k both months.
  • Top producer for the months of October and November 2011 with sales exceeding $90k both months.
  • Top producer for the months of October, November and December 2012 with sales exceeding 90K.
  • Exceeded $2.1M in personal annualized premium during my tenure from 2008-2014.
  • Received inbound calls from potential and current policyholders Make 40-100 outbound calls to solicit potential policyholders Established rapport and became a trusted business advisor recommending advantages of our products Identified lasped policy holders to write new business Aided in retention of current policyholders Completed application process and provided full underwriting of products for 3 years.
  • Followed-up with email and mail outs of product information to obtain business.
  • Trained and Mentored fellow Agents to help increase their sales.
Direct Licensed Insurance P & C Agent/Customer Service Agent 10/2003 to 03/2007 Progressive Direct Insurance Austin, TX
  • Received inbound calls-property and casualty sales for auto, special lines and travel trailer policies for clients nationwide.
  • Came up with meeting agendas which were designed to promote an interactive team environment where ideas where shared to improve sales and build synergies among the team.
  • Obtained Property & Casualty License Received and responded to basic, routine, and complex customer inquiries and problems via telephone Received calls and interpreted needs for potential policy holders I provided coverage counseling and packaging to ensure policy holders are adequately covered Effectively cross-sold policies Trained and mentored other team members to help team sales Consistently used cancel save procedures to aid retention Effectively handled inquires and quotes for potential policy holders Effectively handled complex billing questions and concerns.
Transaction Processor/Literature Representative 03/1999 to 02/2001 Janus Capital Group Austin, TX
  • Established new shareholder accounts and added additional options on existing accounts Quality reviewed on shareholder accounts, purchases, and maints for accuracy Coached and mentored co-workers to improve productivity and accuracy Created tracking system to verify amount of work being completed that was implemented department wide Support representative for transition teams.
  • Coached new employees 100%computer usage Handled inbound calls Took literature requests from current and potential shareholders Provided fund information such as NAV prices, YTD changes and fund objectives Retrieved and researched appropriate documentation to provide complete and accurate responses to investors.
Education
Bachelor of Applied Science Degree: Business Administration Virginia College Austin, TX Business Administration
Skills
10-Key by touch, basic, billing, business communication, call center, Cancer, closing, Coaching, counseling, CRM, clients, databases, Database management, decision making, documentation, email, Insurance, market, Excel, mail, Power Point, Windows, packaging, policies, Problem solving, producer, progress, Quality, rapport, sales, Spreadsheets, telephone, training material, Underwriting, Word Processing
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Resume Overview

Companies Worked For:

  • Rezilient Direct Insurance L&H Insurance
  • Cigna/Great American
  • Progressive Direct Insurance
  • Janus Capital Group

School Attended

  • Virginia College

Job Titles Held:

  • Call Center Manager
  • Direct Licensed L&H Insurance Agent
  • Direct Licensed Insurance P & C Agent/Customer Service Agent
  • Transaction Processor/Literature Representative

Degrees

  • Bachelor of Applied Science Degree : Business Administration

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