Cole Sahner
Omaha,NE
Summary
Knowledgeable customer service professional with extensive experience in the travel insurance industry and managing teams. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with colleagues, partners and clients. Articulate and energetic with a passion for teamwork, learning and efficiency.
Overview
14
14
years of professional experience
Work History
Operations Team Lead
Travelex Insurance Services
05.2024 - Current
- Oversaw a team of agents with documented improvement in calls per hour and email efficiency and accuracy.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing email metrics such as email response time and overall email performance.
- Collaborated with other departments to ensure coordination of efforts towards shared organizational goals.
- Managed agent queues and skills to man center effectively during peak hours.
Customer Solutions Specialist
Travelex Insurance Services
10.2019 - 05.2024
- Trained on all call types
- Conducted mock calls and buddy listening, providing thorough written feedback to team leads.
- Responded proactively and positively to rapid change.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Engaged in learning and development opportunities to promote continued performance improvement.
Manager
Freshii
05.2016 - 10.2019
- Analyzed customer levels and planned resources according to needs.
- Performed nightly store and team performance audits.
- Coordinated with day management regarding on-going issues.
- Designed improvement plans.
- Gathered employee data to develop bi-monthly work schedules, enabling proper staffing for departments for each shift.
- Developed and implemented scheduling policies.
- Managed and maintained Point of Sales systems while ensuring network connectivity
Electronics Captain and Team Trainer
Target Corporation
02.2011 - 05.2016
- Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Trained and mentored new personnel hired to fulfill various roles.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Skills
- Patience
- Communication
- Active Listening
- Adaptability
- Empathy
- Sufficient with Microsoft Office Services
- Solution Implementation
- Multitasking Abilities
- Data Entry
- Critical Thinking
Timeline
Operations Team Lead
Travelex Insurance Services
05.2024 - Current
Customer Solutions Specialist
Travelex Insurance Services
10.2019 - 05.2024
Manager
Freshii
05.2016 - 10.2019
Electronics Captain and Team Trainer
Target Corporation
02.2011 - 05.2016
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