Darlene Gordon
Sauk Village,IL
Summary
An award-winning, dedicated and spirited S.E.T Coach with a proven ability to enhance workplace performance through effective coaching techniques. Seeking to leverage extensive experience and passion for coaching to drive success in a business environment. Committed to inspiring personal drive and self-confidence through motivational training and skills development. Employs example-based instruction style to build trust as a hands-on leader. Believes in open, constructive communication between leaders and agents to set clear goals and build a vision of excellence.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
S.E.T Coach
Go Health
08.2019 - 04.2024
- Developed and implemented coaching programs to support employee development and performance improvement
- Conducted thorough needs assessments to identify training gaps and crafted targeted learning solutions
- Facilitated impactful one-on-one coaching sessions with agents to identify strengths, weaknesses, and areas for growth
- Provided constructive feedback and guidance to empower employees in setting and achieving personal and professional goals
- Collaborated closely with managers and HR to address performance issues, creating actionable improvement plans
- Conducted training workshops covering essential topics such as communication skills, leadership development, and conflict resolution
- Evaluated coaching program effectiveness and recommended enhancements for continuous improvement
- Formulated and executed strategic sales plans to acquire new clients and expand the existing client base
- Monitored training outcomes and implemented adjustments to enhance effectiveness.
- Assisted with growth in closing rate by 5% for agents.
Sales Consultant Level 3 (Team Lead)
Comcast
03.2016 - 08.2019
- Led a team of 15 customer service representatives, offering guidance, support, and mentorship to ensure team cohesion and productivity
- Developed and executed strategies to achieve performance targets, including sales quotas and customer satisfaction scores
- Facilitated regular team meetings to communicate updates, reinforce company policies, and foster a culture of continuous improvement
- Analyzed key performance metrics to identify improvement areas and implemented corrective actions
- Collaborated cross-functionally to streamline processes, resolve customer escalations, and drive operational efficiencies
- Conducted performance evaluations, provided feedback, and identified training opportunities to support employee growth
- Acted as a subject matter expert, assisting team members with complex customer inquiries, escalations, and technical issues
- Cultivated a positive work environment promoting teamwork, creativity, and customer-centricity.
Education
Associates Degree - Radio And Television Broadcasting
Specs Howard School of Broadcast Arts
Southfield 01.2003 - 10.2003
Skills
Proficient in performance analysis and reporting
undefinedCertification
Licensed Insurance Broker (30 States)
References
Available upon request.
Additional Information
Medicare Insurance Broker with over 5 years of experience in the insurance industry. Proven track record of exceeding sales targets, building strong client relationships, and providing exceptional customer service.
Timeline
S.E.T Coach
Go Health
08.2019 - 04.2024
Sales Consultant Level 3 (Team Lead)
Comcast
03.2016 - 08.2019
Associates Degree - Radio And Television Broadcasting
Specs Howard School of Broadcast Arts
01.2003 - 10.2003
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