Contact Center Manager @ Farmers Insurance Group of Companies
President of Production @ Bearfruit Films, LLC
Contact Center Supervisor @ Farmers Insurance Group of Companies
Academic Honors, Psychology, A @
I am a natural leader with a results driven personality. Throughout my career my business plans and strategies have consistently achieved company leading results. Exceptional performance continues to earn me a place in leading further enterprise initiatives and special projects. In 2011 I was assigned to Grand Rapids Michigan to open a new Farmers Direct Sales branch
I am a natural leader with a results driven personality. Throughout my career my business plans and strategies have consistently achieved company leading results. Exceptional performance continues to earn me a place in leading further enterprise initiatives and special projects. In 2011 I was assigned to Grand Rapids Michigan to open a new Farmers Direct Sales branch and quickly brought the staff up to enterprise leading conversion results.
Contact Center Manager @ OFFICIAL JOB DESCRIPTION
Ensures supervisors meet production, quality, adherence, and other goals. Identifies and corrects negative trends, and recommends courses of action to improve sales and resolve operational problems.
Monitors and evaluates sales performance and recommends improvements. Fact-finds and reports trends and discusses/resolves issues in conjunction with senior Operations management.
Implements programs, training hiring initiatives, etc., to ensure that cross-sell initiatives are met. Provides input for budget development and sales forecasting, and implements actions to ensure optimum resource allocation/use. Manages expenses to ensure adherence to budget and reduce unit costs. Participates in Corporate and Farmers Direct initiatives, projects and programs to their successful conclusion for the assigned sales units.
Hiring and Performance Management of 4 Supervisors and 60 Insurance Sales Representatives
Six Sigma Yellowbelt Certification / Greenbelt Classroom Completion
Started Up a New Farmers Direct Site and Led the Enterprise in:
1. Contacts-to-Sales Ratio (Conversion)
2. Web Aggregator Conversion (CSG)
Lead Business Analyst for Web Conversion Project
Completion of Zurich 360 Leadership Excellence Program
Created & Manages Specialized Enterprise Roles at Each Site
Operations Excellence Award 2011
Presidents Club Attendance 2012 & 2014
Exceeds Site Sales Goal & Conversion Expectations Annually
Exceeds Site Quality Expectations Annually
In 2011 I was assigned to Grand Rapids Michigan to open a new Farmers Direct Sales branch and quickly brought the staff up to enterprise leading conversion results. Some of my specific duties include sales results, conversion results, phone metrics, event planning, budget and overhead, employee engagement, net promoter scores, sales strategies, performance reviews, enterprise level objective setting and overall calibration. From July 2004 to Present (11 years 6 months) President of Production @ Consultant on film projects, with budgets of $1 Million USD or more. I participated in the selection and development of these projects including distribution networking, writing and business planning. From August 2012 to January 2015 (2 years 6 months) Contact Center Supervisor @ OFFICIAL JOB DESCRIPTION
Supervises an assigned unit of Sales Representatives to achieve sales, quality, adherence, underwriting, and other objectives in accordance with sound sales practices, policies and procedures.
Develops staff performance and skills via leadership, coaching, motivation, and recognition.
Promotes cross/up-selling activities and supports other initiatives as required.
Identifies process and performance deficiencies and recommends courses of action to improve sales and resolve operations problems for the assigned unit. Implements corrective action as directed. Coordinates unit activities with other units as required to meet common objectives.
Investigates and resolves escalated customer issues. Interprets and communicates procedural and regulatory changes to assigned staff. Compiles periodic and ad hoc reports and analyses as required. Participates in special projects. Performs other duties as assigned.
Development and Implementation of Sales Method Leading to Top Performance Metrics
Management of 14 Direct Reporters and Assumption of Weekend Center Operations
You Make The Difference, June 2009 & November 2010
Exceeded Team Sales Goal & Conversion Expectations Annually
Exceeded Team Quality Expectations Annually From November 2007 to January 2011 (3 years 3 months) Senior Sales Representative @ OFFICIAL JOB DESCRIPTION
Sells assigned personal lines P&C products to direct inbound callers in accordance with prescribed procedures and underwriting standards.
Gathers data from customers required to generate accurate quotes and ultimately bind the business, Answers customer questions regarding coverage and cost so that the customer can select the most appropriate coverage. Sells P&C personal lines insurance products to in-bound callers in accordance with sales procedures and underwriting guidelines. Binds applicants using appropriate payment method (e.g. credit cards, ACH, etc.) Maintains current P&C license education and training requirements and knowledge of various products, underwriting standards and procedures. Qualifies customers as potential buyers of other products/services, and refers cross-sell opportunities as required. Participates in special projects and performs other duties as assigned.
Exceeded Sales Goal & Conversion Expectations Annually
Exceeded Quality Expectations Annually
Underwriting Certificates of Excellence, March & August 2007
Million Dollar Producer, 2006
Assistant Management and Project Management Duties From July 2004 to November 2007 (3 years 5 months) Senior Sales Representative @ Performed direct Property and Casualty insurance sales over the phone for Home, Auto, Umbrella and Specialty products. From November 2002 to July 2004 (1 year 9 months)
Bachelor of Arts (B.A.), Psychology, Academic Honors - Yavapai College @ Arizona State University From 2005 to 2009 Academic Honors, Psychology, A @ Yavapai College From 1995 to 1997 Sean Stephens is skilled in: Microsoft Office, Management, Microsoft Excel, Microsoft Word, Research, PowerPoint, Sales, Leadership, Training, Photoshop, Strategic Sales Plans, Strategic Planning, Presentation Skills, Data Analysis, Insurance
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