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Call Center Quality Analyst Resume Example

Resume Score: 65%

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CALL CENTER QUALITY ANALYST
Professional Summary
Highly motivated sales associate with extensive customer service and sales experience. MBA graduate with a proven track record in product marketing, operations, strategic alliance and account management.
Skills
  • Account management
  • Needs assessments
  • Social networking design/management
  • Competitive analysis
  • Strategic partnerships
  • Operations analysis
  • Top-rated sales performance
  • Customer targeting
Work History
Call Center Quality Analyst, Current
Health Insurance Innovations – Tampa, Florida, United States

Monitored HII's network of insurance agencies to ensure proper sales practices were being used, ensuring compliance with guidelines set in place by insurance carriers and the regulations of each state.

Aided in the design of training materials, implementation of corrective action plans and ongoing monitoring of sales partners under disciplinary review. Serving as a key liaison and effectively communicating results between the Insurance Agencies, Sales and internal Compliance.• Developing performance plans for select insurance agencies to ensure acceptable sales practices and compliance with both carrier guidelines and regulatory compliance in all states.• Conducting ongoing sales practice review of select insurance agencies and communicates results to HII sales and legal team members.• Partnering and collaborating with the Sales Trainer to ensure accuracy, proper focus and timely communication of review results.• Managing internal and external secret shopping efforts and develops and implements reporting dashboards to effectively communicate results of monitoring plans in place to compliance and sales on select insurance agencies.• Managing review of sales calls for insurance agencies as needed.• Develop individual compliance plans for agents that are under disciplinary review.

Direct Sales Agent, 08/2014 to 02/2015
Anthem – Tampa, Florida, United States
  • Worked closely with all product development departments to create and maintain marketing materials for sales presentations and client meetings.
  • Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
  • Managed team of three direct reports responsible for on-going product optimization, account management and ad placement on company website.
Education
Bachelor of Science: Business Management & Organizational Leadersip, 2018
St. Petersburg College - Tampa, Florida
Licenses

0215 - LIFE INCL VAR ANNUITY & HEALTH

2044 - PERSONAL LINES AGENT

2044 - PERSONAL LINES AGENT
2044 - PERSONAL LINES AGENT
2044 - PERSONAL LINES AGENT
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Health Insurance Innovations
  • Anthem

School Attended

  • St. Petersburg College

Job Titles Held:

  • Call Center Quality Analyst
  • Direct Sales Agent

Degrees

  • Bachelor of Science : Business Management & Organizational Leadersip , 2018

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