BENJAMIN SPONSEL
Westfield,IN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
GEICO, Government Employees Insurance
03.2021 - Current
- Lead the Training and Orientation unit for the Customer Service division.
- Managed high-volume call center operations, maintaining service quality standards across the team.
- Established a positive work environment by fostering open communication and promoting teamwork among staff members.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
Sales Manager
GEICO, Government Employees Insurance
03.2020 - 03.2021
- Managed team of supervisors growing new business sales in 25+ states and responsible for departmental sales totally over $20 million annually
- Overhauled training and orientation practices to improve associate performance in overall sales closure, improved quality and upselling metrics
- Improve coaching techniques and effectiveness with leadership team
- Executed vital division and company projects, including reducing and eliminating integrity concerns within sales operations
Regional Hiring Supervisor
GEICO, Government Employees Insurance
04.2018 - 03.2020
- Oversaw all hiring operations in the Indianapolis regional office
- Coordinated advertising campaigns through multiple outlets to drive application volume
- Managed candidate pipeline through the application, screening, interviewing, hiring and background processes for 5 divisions
- Accomplished success with a staff of recruiters who were responsible for hiring a high volume of entry level and management associates
- Held weekly results meeting with officers and was accountable for hiring more than 450 associates per year.
Sales Supervisor
GEICO, Government Employees Insurance
09.2013 - 04.2018
- Lead team of sales associates to drive new business sales and achieve bonus target
- Quality control lead for the department, responsible for 1st quartile quality and selling interaction results companywide
- Coaching sales performance strategies, reporting, mentoring new associates/supervisors, ensuring quality business for the company and providing a great customer experience to new policyholders.
Education
Bachelor of Arts - Social Sciences Education
University of South Florida
Tampa, FL12.2008
Skills
- Performance Tracking and Evaluations
- Administration and Reporting
- Supporting Promotions
- Team Goals
- Complaint Handling
- Call Center Management
- Team Training
- Process Improvement
- Team Leadership
- Hiring and Training
- Training and Development
Websites
Certification
- Property and Casualty - Personal Lines licensure
- Lean Six Sigma, Yellow Belt
Community Service
- 2013-Current United Way of Central Indiana donor
- 2021 International Disaster Emergency Service (IDES) food packing volunteer
- 2022-Current Children's Safety Team - Thrive Christian Church
- 2023 Servants At Work (SAWs) handicap accessible ramp build participant
- 2024 Open Doors food pantry volunteer
Timeline
Senior Customer Service Manager
GEICO, Government Employees Insurance
03.2021 - Current
Sales Manager
GEICO, Government Employees Insurance
03.2020 - 03.2021
Regional Hiring Supervisor
GEICO, Government Employees Insurance
04.2018 - 03.2020
Sales Supervisor
GEICO, Government Employees Insurance
09.2013 - 04.2018
Bachelor of Arts - Social Sciences Education
University of South Florida
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