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
Strong understanding of workplace dynamics and organizational culture
Excellent communication and interpersonal skills
Ability to tailor coaching approaches to meet diverse employee needs
Experience in delivering impactful workshops and training sessions
Detail-oriented with the ability to work under pressure and meet tight deadlines
Creative problem solver with a knack for finding innovative solutions
Proficient in insurance sales techniques and client relationship management
Strong negotiation skills and in-depth knowledge of insurance products, policies, and regulations
Excellent organizational and time-management skills
Effective leadership and team management abilities
Proficient in performance analysis and reporting
Certification
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