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Performance Monitoring Analyst Resume Example

Resume Score: 90%

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PERFORMANCE MONITORING ANALYST
Experience
Performance Monitoring Analyst | 01/2015 to Current
Government Employees Insurance Company - Poway, CA

• 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

Inbound Sales Specialist | 01/2019 to 02/2019
Wells Faro Bank - El Monte, CA

• 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.
Auto Insurance Sales Representative | 01/2012 to 01/2015
Government Employees Insurance Company - Poway, CA
  • 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.
Insurance Representative | 01/2010 to 01/2011
Dave Scott, State Farm Insurance agent - La Jolla, CA
  • 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.
Marketing and Sales Specialist | 01/2004 to 01/2011
Randy Prout, State Farm Insurance agent - Claremont, CA
  • 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.
Work History
Performance Monitoring Analyst | 01/2015 to Current
Auto Insurance Sales Representative | 01/2012 to 01/2015
Government Employees Insurance Company - Poway, CA
  • 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.
Insurance Representative | 01/2010 to 01/2011
Dave Scott, State Farm Insurance agent - La Jolla, CA
  • 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.
Marketing and Sales Specialist | 01/2004 to 01/2011
Randy Prout, State Farm Insurance agent - Claremont, CA
  • 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.
Inbound Sales Specialist | 01/2002 to 01/2004
Wells Fargo Bank - El Monte, CA
  • 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.
Education
University of La Verne - La Verne, CA | Bachelor of ScienceBusiness Administration, 06/2015
Highlights
  • Efficient in Microsoft Word, Excel, and PowerPoint
  • Exceptional Communication Skills
  • Problem Solver
  • Dependable
  • Team Player
  • Developing Rapport
  • Adapt to Change
  • Selling Ideas & Products
Skills
  • Microsoft Word, Excel, and PowerPoint,
  • Advertising, billing, client, clients, customer service, direct mail, financial, insurance, logic, marketing, market, Excel, PowerPoint, Microsoft Word, presenting, quality, selling, Sales, San
  • Additional Information
    • Licenses , California Property and Casualty Broker - Resident Insurance Producer License
    Professional Summary

    Experienced Insurance Agent with 15 years of experience and excellent communication and customer service skills. Highly effective at juggling multiple responsibilities at once and providing friendly service. Seeking similar role with established organization.

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    Resume Overview

    Companies Worked For:

    • Government Employees Insurance Company
    • Wells Faro Bank
    • Dave Scott, State Farm Insurance agent
    • Randy Prout, State Farm Insurance agent
    • Wells Fargo Bank

    School Attended

    • University of La Verne

    Job Titles Held:

    • Performance Monitoring Analyst
    • Inbound Sales Specialist
    • Auto Insurance Sales Representative
    • Insurance Representative
    • Marketing and Sales Specialist

    Degrees

    • University of La Verne - La Verne, CA | Bachelor of Science

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