Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Calvin Strickland

Fort Worth,Texas

Summary

Qualified Leader bringing 24+ years of multifaceted customer relations experience, including 5 years within a government organization and 6+ years in leadership at a corporate level. Known for a high aptitude in social skills. and trained best practices to over 300+ agents in the contact center industry.
This includes queues in voice, chat, email, and onboard training for incoming Leadership Roles. Well-versed in different insurance plans and competitor offerings. Persuasive communicator with personable style.

Overview

8
8
years of professional experience

Work History

Medicare Insurance Broker

Walmart Insurance Services
06.2022 - Current
  • Brokered contracts and prepared paperwork to manage accurate and legal sales of Medicare insurance.
  • Achieved consistent sales by promoting Medicare through different enrollment periods for top carriers in Medicare.
  • Managed client relationships via email, and telephone to stay in frequent contact and maintain trust throughout sales process.
  • Compared over 300 Health Insurance plans with similar features to determine competitive market prices.
  • Explained features and advantages of Medicare products or services to promote sales.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.

Executive Escalations

Walmart eCommerce
09.2019 - 02.2020
  • Handled 100+ Better Bussines Bureau and Attorney General complaints, Provided appropriate solutions and alternatives, meeting deadlines, and followed up to ensure resolution
  • Provided primary customer support to internal and external customers
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
  • Determined and recommended methods to address improvement opportunities
  • Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access.
  • Prepared written opinions or decisions regarding cases.

Team Lead

Walmart ECommerce
08.2017 - 06.2022
  • Cross-trained to support customer service managers
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals of 85% customer satisfaction
  • Published metrics to measure the organization's success in delivering world-class customer service
  • Peer leader with high level engagement in a Fortune 500 company
  • Partnered with other work groups to produce solutions and best practices
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Worked different stations to provide optimal coverage and meet production goals.
  • Participated in cross-functional team-building activities.
  • Audited team performance and compliance, helping drive the metric down 20% over a 6 month period.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Monitored participant workflow and behaviors throughout training process.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Education

License & Cert - Insurance Producer

Texas Department of Insurance
Texas
2022

Skills

  • Decision Making
  • Strong interpersonal skills
  • Relationship development skills
  • Coaching and mentoring
  • Sales presentations
  • Customer relations
  • Driven
  • Team oversight
  • Proactive team player
  • Training & Development

Accomplishments

  • Selected to represent eCommerce team at Annual shareholders meeting for a Fortune 500 company
  • Managed and led teams of Escalations Specialist with High Performing KPIs.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Medicare Insurance Broker

Walmart Insurance Services
06.2022 - Current

Executive Escalations

Walmart eCommerce
09.2019 - 02.2020

Team Lead

Walmart ECommerce
08.2017 - 06.2022

License & Cert - Insurance Producer

Texas Department of Insurance

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Calvin Strickland