BRIANNA CHAVEZ

• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Worked different stations to provide optimal coverage and meet production goals.
• Coached team members in techniques necessary to complete job tasks.
• Trained new team members by relaying information on company procedures and safety requirements.
• Provided stat reports to team members to assist with motivation and enthusiasm
• Consistently celebrate achievements from each member privately and with the Team when needed
• Improve leadership skills by consistently assisting Supervisor in meetings and coaching's
• Adapt in the moment when assisting agents to be able to help agent make the necessary changes for positive results
• Assist team members to be able to self-analyze their current work ethic to achieve higher commitment
• Attend leadership meetings to further understand company goals to help the team meet goals set
• Review each members calls to analyze potential issues and changes needed to be made, and to help them reach their full potential as sales agents
• Assist the call queue as needed to reach production goals
• Manage time to accomplish Team Lead responsibilities and Agent expectations
• Create reports tracking team members improvement / changes to create work plans to assist each agent

Job title changed due to performance shown in Q4

• Provide exceptional customer service to every beneficiary - new or existing
• Assist customers with concerns to retain them as a client as well as solve common issues with their insurance
• Through a thorough needs analysis, ask questions to improve my understanding of what the customer wants and need from their health insurance
• Continue to improve my knowledge in the Medicare field to better assist my customers and my colleagues
• Manage my time efficiently to assist my call flow of 20+ calls, cold calling, and follow-ups with my clients
• Understand my products efficiently to work around objections to provide a reasonable solution
• Manage more than one insurance carriers products
• Demonstrated leadership skills in continuously providing assistance to my colleagues when needed as well as providing advice where applicable
• Self-motivated by setting daily, weekly and monthly goals for myself
• Adapted to new policy and procedures to coordinate with Supervisor and Carrier expectations
• Improve my call process to adapt easily to customers concerns to provide peace of mind and trust in my skills and knowledge

• Provide expert advice to customers looking for Medicare plans.
• Seek to understand persons wants and needs
• Work within assigned carrier to meet customers expectations
• Analyzed risk factors to recommend appropriate coverage levels.
• Educated clients on insurance policies and procedures.
• Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
• Provide alternate solutions and resources to assist the customer with financial concerns

• Ability to learn products & services for effective cross-selling skills
• Plan my work day to prioritize appointments and other responsibilities
• Maintain up-to-date knowledge on policies & procedures to safeguard customers and company from loss & theft
• Use financial knowledge to provide solutions to customers
• Meet branch guidance & sales performance goals to meet growth objectives of the company
• Knowledge in teller transactions, banker performance & account maintenance/servicing for consumer and business customers
• Manage & prioritize multiple responsibilities in a fast-paced environment
• Protect sensitive and confidential information
• Acquiring, managing & retaining client relationships
• Maintaining regular contact with assigned clientele - individuals and business owners - to build lasting relationships
• Teaching, educating & influencing customers by sharing easier ways to do their banking
• Utilize open-ended questions to discover opportunities and financial needs by identifying key-phrases while maintaining natural conversation
• Work as a team with One Chase Partners to provide full financial services to our customers - Business Specialists, Home Lending Advisor and Investment Advisor
• Make continuous referrals to my Partners
• Excellent communication skills to explain products and disclosures of banks products and services to customers even with language barriers
• Identify fraudulent activity and assist customer with protection of their identity and assets

• Actively assist leadership team to instruct, guide & mentor staff to reach an objective/goal set by branch manager and/or corporate
• Provide supervisor assistance for branch operation & high balance transactions
• Exceptional communication, written and verbal, to assist with difficult scenarios while maintaining a customer-first attitude and remaining calm & composed
• Entered the Manager on Duty role with ease when necessary or Branch Manager was unavailable
• Cultural Champion : Engage peers with knowledge of social communities available to them to connect and learn from (i.e ADELANTE, WOMEN ON THE MOVE). Provide upcoming events and volunteer opportunities. This provided a safe and encouraging environment in the workplace.
• Educated customers on how to use banking products, services, and other financial solutions.
• Assist individual customers to open new accounts or service their existing accounts.
• Learn about clients needs to make product recommendation and recommend a specialist to further assist them with their financial need.
• Assist the teller line with teller transactions when needed.
• Adhere to bank guidelines for day-to-day banking
• Maintain up-to-date with product knowledge and services provided in branch
• Work with 3 main programs for recordkeeping of client information, opportunities, account maintenance and product recommendation.
• Meet compliance recommendations for loss prevention and safeguard customer information
• Protect confidential and sensitive company information.
• Contact customers to build and retain relationships.
• Log customer feedback and assist with solving any issues and/or concerns.
• Educate customers on how they can protect their assets.
• Handle customers needs
• Answer any questions in a clear manner
• Interact with customers to keep them informed on any changes to their banking
• Answer phone calls and redirect them to the appropriate person
• Adapt to a new environment, quick learner, and team player
• Responsible for inventory
• Greet Customers
• Answer questions about merchandise
• Maintain 'up-to-date' knowledge about promotions
• Train new employees

• Worked multiple departments when needed
• Handle phone calls
• Ability to multitask and handle a fast paced environment
• Put out new merchandise
• Helped management with administrative functions such as training, direct activities toward common goals, and providing necessary leadership
• Kept cashier drawers accurate at the end of the shift
• Handled transactions: Cash, debit, credit, and check
• Provide Customer Service
• Help with customer satisfaction
• Ability to handle transactions
• Ability to resolve customer disputes