Courtney Sledge
Pueblo West,USA
Summary
Experienced customer experience professional making their next career move into a Customer Success Manager position. Has over 15 years of customer service experience, 10 years of leadership experience, and 5 years of sales experience. Known for innovation, leadership, and technical excellence. Creates processes that contribute to overall team efficiency and workplace culture. Strong in communication, workflow management, and implementing innovative solutions that drive performance. Proven record of exceeding KPIs that help achieve a company's vision and mission.
Overview
15
15
years of professional experience
3
3
Certification
Work History
Onboarding Manager
SelectQuote Insurance Services
Overland Park, KS
05.2019 - Current
- I lead a small team, and we consistently exceed headcount goals and additional KPIs while ensuring that candidates complete all necessary HR and IT onboarding processes.
- Collaborated with HR to manage candidate communication and documentation.
- Ensured compliance with all relevant employment laws related to onboarding processes.
- Coordinated with departments across the organization to ensure the successful integration of new hires into their roles.
- Monitored onboarding feedback to identify areas for process improvement.
- Worked with CRM, ATS, UKG, Equifax, SmartSheets, Google Workspace, Microsoft Office systems, and more.
- Created a LEAD Leadership Development Program to foster leadership skills within the talent acquisition division.
- Helped develop and implement an associate advisory board called the 'Think Tank.'
- Initiated mental health training and awareness newsletter, distributed company-wide, in partnership with NAMI Colorado.
- Created the NAMI and SelectQuote StigmaFree partnership, and continue to refer employees to get trained to become facilitators to offer multiple NAMI programs within the company.
- Coordinated training sessions to ensure compliance with industry standards.
- Organized team-building activities to help build strong relationships between new hires and existing staff members.
- Planned and presented training and mentoring to new team members.
Licensed Sales Agent
SelectQuote Insurance Services
Centennial, CO
08.2018 - 05.2019
- Temporarily hired as an AEP Sales Agent to help with the Medicare Annual Enrollment Period, and was later offered a full-time senior position.
- Matched clients to the right health insurance solutions while meeting sales, quality assurance, and customer satisfaction metrics.
- Educated clients on coverage options and benefits of various insurance products.
- Prepared quotes that were accurate, competitively priced, and met customer requirements.
- Developed and maintained relationships with customers by providing personalized service, advice, and information.
- Maintained detailed records of client interactions and policy documents securely.
- Provided customer service and support to clients with questions about their insurance policies.
- Graduated in the top 10% of the training class.
- Advocated for coworkers after being selected to represent them on the Agent Advisory Board.
- Accepted into and completed the Emerging Leaders Program.
Store Manager and Inventory District Manager
MetroPCS
Westminster, CO
10.2017 - 08.2018
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Balanced sales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
- Oversaw scheduling and labor management to optimize operational efficiency.
- Managed district-wide inventory, ensuring accuracy and availability of stock.
- Oversaw inventory management through cycle counts, audits, and shrinkage control.
- Recruited, trained, and supervised new employees.
- Trained and developed new and existing employees to enhance team performance.
- Exceeded KPIs and sales quotas while coaching team members to achieve goals.
- Handled cash management duties, ensuring accuracy and compliance with policies.
- Processed customer transactions using point-of-sale systems efficiently.
- Resolved customer inquiries and complaints effectively to ensure satisfaction.
- Conducted regular team meetings to promote communication and collaboration.
- Ensured compliance with company policies and retail regulations consistently.
- Implemented visual merchandising strategies to attract customer attention.
- Executed marketing strategies to promote store visibility and foster local partnerships.
- Achieved the rank of #1 store in the district of 13 stores for over thirty nights in two months.
- Promoted to Inventory District Manager; offered the District Manager position before the industry switch.
Education
MBA - Business Administration And Management
Western Governor’s University
Millcreek, UT12-2025
Bachelor of Science - Business Administration
Aspen University
Phoenix, AZ10.2023
Skills
- Effective communication
- Relationship building
- Problem solving
- Strategic thinking
- Product knowledge
- Technical proficiency
- Data analysis
- Time management
- Proactiveness
- Customer service
- Leadership
- Performance management
- Collaboration
- Executive presence
- Adaptability and flexibility
- Conflict resolution
- Customer advocacy
- Negotiation
- De-escalation
- Brand promotion
- Sales
- Customer intelligence
- New business acquisition
- Customer prospecting
- Consultation
- Coordination
- Consistency
- Talent acquisition
Certification
- Executive Leadership Certification: The National Society of Leadership and Success, Issued Jul 2023
- Advanced Leadership Certification: The National Society of Leadership and Success, Issued Jan 2023
- Insurance Agent, Accident, Health, Life, Variable Life & Variable Annuities: State of Colorado, Issued Jul 2018 - Expires Jun 2026
Volunteer Experience
National Alliance on Mental Illness (NAMI) Colorado (2010 - Present)
- Current Board President
- National Peer Leadership Council Representative
- Inducted into the National Alliance on Mental Illness (NAMI) Hall of Fame for Education Facilitator Excellence in May of 2016
Soldier's Angels (2017 - 2022)
- Patient Visitor Volunteer and Trainer
Affiliations
NAMI Colorado (2010 - Present)
- Current Board President
- National Peer Leadership Council Representative
- Inducted into the National Alliance on Mental Illness (NAMI) Hall of Fame for Connection Facilitator Excellence
Soldier's Angels (2017 - 2022)
- Patient Visitor Volunteer and Trainer
- Nominated by Soldier’s Angels for Volunteer of the Year Award in 2020
Languages
English
Native/ Bilingual
Spanish
Limited
References
References available upon request.
Timeline
Onboarding Manager
SelectQuote Insurance Services
05.2019 - Current
Licensed Sales Agent
SelectQuote Insurance Services
08.2018 - 05.2019
Store Manager and Inventory District Manager
MetroPCS
10.2017 - 08.2018
MBA - Business Administration And Management
Western Governor’s University
Bachelor of Science - Business Administration
Aspen University
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