Dustin S. Carey
Bowling Green,Virginia
Summary
Dedicated and results-driven leader seeking a Supervisor position to utilize strong leadership skills and extensive experience in customer service to drive top quartile results. Known for adaptability and reliability under changing conditions seeking next steps in leadership.
Overview
4
4
years of professional experience
Work History
New Hire Coach
GEICO
05.2024 - Current
- Worked cross functionally with 4 new hire classes supporting high ratios in a coaching/training function and in a leadership role assisting trainers and supervisors in driving results
- Collaborated with supervisors and trainers to determine team knowledge/skill gaps to prioritize and create targeted development initiatives and strategies to help drive performance
Internet Service Representative
GEICO
04.2023 - Current
- Hand selected by management to take on a leadership role working with bottom quartile internet agents in a one-on-one setting, driving survey results by providing coaching, tracking success, auditing and follow-up coaching resulting in 4th Quartile Internet Team moving to 1st Quartile from Q1 to Q2
- Maintained a high level of customer satisfaction by effectively and efficiently providing customer solutions resulting in a YTD 5 rating, ranking as #3 agent countrywide in 2023 being awarded the Exceptional Performance Reward and awarded Top Internet Service Performer Recognition for 2Q24 and 3Q24
Manager Development Program
GEICO
03.2022 - 04.2023
- Trained and developed 9 new hire agents to maximize talent and reach promotion through consistent coaching, clear and concise communication, and accountability
- Successfully adapted to a significant increase in agent to supervisor ratio while consistently delivering high performance results
- Chosen by management to lead a team of 5 extended transition agents to hit promotion by effective coaching, goal setting, call auditing and clear communication of expectations resulting in 80% success rate of reaching promotion
Customer Service Representative
GEICO
04.2021 - 03.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving concerns or conflicts resulting in finishing 2021 with a 4.9 MAP rating.
- Assisted in development role of Survey Champion to develop leadership skills with low metric peers.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business resulting in a YTD survey result of 86.24%
Education
Longwood University
J. Sargeant Reynolds Community College
Skills
- Effective Verbal and Written Communication
- Time Management
- Team Culture and Development
- Building Relationships
- Motivational Leadership Style
- Adaptable
Accomplishments
- Top Internet Service Performer Recognition in 2Q24
- Awarded the Exceptional Performance Reward (EPR) - 2023
- Ranked top 2% in 2021 and 2023 in Auto Service and Internet Service
- 1st Quartile MDP in 2022
- Coached 4th Quartile Internet Team to 1st Quartile from Q1 to Q2
Timeline
New Hire Coach
GEICO
05.2024 - Current
Internet Service Representative
GEICO
04.2023 - Current
Manager Development Program
GEICO
03.2022 - 04.2023
Customer Service Representative
GEICO
04.2021 - 03.2022
J. Sargeant Reynolds Community College
Longwood University
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