Performance Monitoring Analyst Resume Example

• Sold financial products and services through direct customer sales in a busy inbound call environment

• Exceeded sales goals set by division through highly effective sales and service skills that included identifying opportunities to sell additional products and making referrals to partners

• Originated, reviewed, processed, closed and administered customer loan proposals and other financial products.
• Submitted loan applications to underwriter for verification and recommendations.

• Exceeded sales goals selling auto insurance to individuals in a busy inbound call environment.
• Awarded San Diego Elite in 1st Quarter 2013, 2nd Quarter 2013, 4th Quarter 2013; awarded to top 10% of associates in San Diego Sales Department.
• Rapidly achieved highest pay grade for sales agent by meeting core metrics within one year of being on the sales floor.
• Qualified for Rockstar Status five times by being rated a 4 or higher out of 5 in all metrics.

• Established and managed client relationships with over 2,500 socially and culturally diverse client households.
• Provided prompt, accurate, and friendly customer service in responding to inquiries regarding product availability, eligibility, policy coverage, policy changes, claims submissions, and billing clarification.

• Developed leads, scheduled appointments, met with clients to identify customer needs and market appropriate insurance and financial products and services from over 100 products.
• Created a referral program resulting in a 37% increase in referrals from existing clients and the community.
• Oversaw the multiple direct mail advertising campaigns, continually tracked marketing responses to ensure desired results were being achieved, and generated marketing activity reports.

• Promoted for consistently having high ratings and ability to have others believe and trust in competence.
• Surpassed productivity expectation and routinely scored the most calls monthly.
• Monitoring and evaluating sales agent performance, efficiency, ensure adherence to quality standards and proper procedures.
• Track whether agents follow set procedures and sales routines.
• Use logic and reasoning to identify agent's strengths and weaknesses and communicate to Supervisors.
• Recognized for clearly presenting facts and arguments to support analysis and ability to locate information in web based resources to support accuracy of call analysis.
• Communicate with Supervisors and peers to provide feedback on calls to make improvements or take corrective action of job performance problems.
• Collaborated with monitoring team to create a call library containing exemplary call examples to be used for training sales agents.
• Provide sales agents and supervisors with guidance in handling difficult or complex problems.
• Excelled at offering alternative solutions or approaches.
• Exceeded sales goals selling auto insurance to individuals in a busy inbound call environment.
• Awarded San Diego Elite in 1st Quarter 2013, 2nd Quarter 2013, 4th Quarter 2013; awarded to top 10% of associates in San Diego Sales Department.
• Rapidly achieved highest pay grade for sales agent by meeting core metrics within one year of being on the sales floor.
• Qualified for Rockstar Status five times by being rated a 4 or higher out of 5 in all metrics.

• Established and managed client relationships with over 2,500 socially and culturally diverse client households.
• Provided prompt, accurate, and friendly customer service in responding to inquiries regarding product availability, eligibility, policy coverage, policy changes, claims submissions, and billing clarification.

• Developed leads, scheduled appointments, met with clients to identify customer needs and market appropriate insurance and financial products and services from over 100 products.
• Created a referral program resulting in a 37% increase in referrals from existing clients and the community.
• Oversaw the multiple direct mail advertising campaigns, continually tracked marketing responses to ensure desired results were being achieved, and generated marketing activity reports.

• Promoted financial products and services through direct customer sales in a busy inbound call environment.
• Exceeded sales goals set by division through highly effective sales and service skills that included identifying opportunities to sell additional products and making referrals to partners.
• Coached new employees in sales etiquette, techniques, and compliance.