Ericka Dobson
Jacksonville,NC
Summary
Results-driven Sales Manager and Service Advisor with 15+ years of experience in the insurance and automotive service industries. Proven ability to lead high-performing teams, optimize operations, and drive revenue growth through strategic planning and customer-centric solutions. Licensed across 21 states, specializing in Medicare and ACA insurance, with a track record of boosting sales performance, improving efficiency, and enhancing client satisfaction. Adept in coaching and ensuring compliance, consistently delivering top-tier results in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Sales Manager
Exact Medicare
04.2025 - Current
- Led a team of 40–50 licensed agents, building one of the top-performing teams in the company and achieving the #1 profitability ranking for consecutive months.
- Directed sales performance, agent coaching, and daily operations to improve production, accountability, and team consistency.
- Supported Medicare sales growth through leadership, training, compliance oversight, and performance-driven management.
Insurance Agent / Sales Coach / Team Manager – Remote
e-TeleQuote Insurance Inc.
01.2022 - 04.2025
- Led and coached a team of 20+ licensed Medicare agents, driving sales growth, compliance, and productivity. Built and implemented training programs, coaching strategies, and onboarding workflows to enhance team performance while ensuring 100% CMS compliance across a 21-state territory.
- Built a top-performing sales team from the ground up, with 10 of 16 agents brand-new. Achieved the top team ranking within the first two months of launching the new sales unit. Increased overall team sales by 30% through targeted training and coaching.
- Analyzed performance metrics to develop targeted coaching programs, driving measurable improvements in agent productivity and compliance adherence.
- Certified with leading insurance providers (Anthem, Cigna, UHC, Aetna, Wellcare, Humana). Improved agent compliance and productivity through data-driven coaching and mentoring.
Service Lane Manager / Service Advisor
Lejeune Honda
01.2021 - 11.2021
- Managed service advisors and technicians, optimizing workflow efficiency and reducing customer wait times by 15%. Implemented process improvements, training programs, and customer engagement strategies to enhance revenue, retention, and satisfaction.
- Recognized as top advisor for gross profit every month, increasing service department revenue by 20%. Increased customer retention by 15% through personalized follow-ups and service reminders. Reduced no-show rates by 50%, improving service bay utilization and department revenue.
- Trained and mentored new service advisors, leading to a 10% improvement in customer satisfaction. Implemented appointment confirmation and scheduling enhancements, boosting efficiency and throughput.
- Orchestrated seamless coordination between service advisors and technicians, establishing effective communication channels and quality standards.
Insurance Agent
Concentrix
09.2020 - 12.2020
- Assisted individuals under 65 in enrolling in ACA health insurance plans during open enrollment, ensuring 100% compliance with regulations. Provided personalized plan recommendations to align with client needs and budgets.
- Streamlined ACA enrollment processes, enhancing efficiency and client experience. Guided clients through coverage options and financial considerations for informed decision-making. Conducted thorough needs assessments, ensuring optimal plan selection.
- Improved customer experience and enrollment by 25% through implementing a streamlined approach, reducing call handling time by 20%, and increasing customer satisfaction scores by 30% during a high-volume ACA open enrollment period.
Insurance Agent
Equis Financial
06.2020 - 12.2020
- Provided tailored insurance solutions, guiding clients through policy options to enhance satisfaction and portfolio growth. Implemented digital tools to streamline consultations and improve engagement.
- Collaborated with agents to meet sales targets and drive client satisfaction. Simplified complex insurance decisions, ensuring clear and actionable recommendations. Leveraged digital tools to enhance efficiency and streamline client consultations.
- Revitalized client understanding and satisfaction by 20% through tailored financial plans, personalized reviews, and educational workshops, resulting in a 25% increase in sales within three months.
Service Lane Manager / Service Advisor
Kia Mazda of New Bern
12.2019 - 08.2020
- Led service operations, perfecting workflow efficiency, technician coordination, and customer satisfaction. Trained and mentored service advisors to enhance team performance and service quality.
- Increased customer satisfaction scores by 25% by improving communication and service processes. Reduced customer wait times by 40% through a redesigned service lane workflow and digital check-in system.
- Boosted repeat business by 20% with enhanced service experiences. Optimized appointment scheduling and technician coordination for faster service delivery.
Service Advisor
Stevenson Automotive Group
03.2016 - 03.2018
- Oversaw service operations, repair scheduling, and customer communication, achieving top district CSI scores. Generated $2M+ in parts and service revenue, improved workflow efficiency, and reduced wait times.
- Enhanced client relationships through proactive maintenance planning, resulting in increased repeat business and improved satisfaction scores.
- Reduced customer complaints by 50% and improved satisfaction scores by 30% within 2 months by implementing a detailed communication protocol and training the service team. Results led to a 15% increase in repeat business.
Service Advisor
Neuwirth Motors
07.2015 - 03.2016
- Optimized service operations by streamlining scheduling, reducing wait times by 30%, and increasing daily appointments by 20%.
- Enhanced customer satisfaction through transparent communication and efficient workflow, raising satisfaction scores by 25% and boosting repeat service visits by 15%.
Education
Undergraduate Coursework - Criminal Justice and Communications
University of Wisconsin-Parkside
Kenosha, WISkills
Team Building & Leadership Strategic Planning Interpersonal Communication Time Management Account Management
Customer Relationship Management (CRM) Problem Resolution Data Analysis Market Analysis Sales Strategies Revenue Growth
Negotiation Presentation Delivery Team Training & Development Sales Forecasting Cross-Functional Collaboration Insurance Sales
Project Management Service Excellence Relationship Building Stakeholder Engagement Process Improvement Profitability Optimization
Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams), Five9, Sunfire, Enrollhere, Connex
Websites
Certification
- Life Insurance License – Approved (Exam, 2020-07-31) – Expires 2026-12-31
- Accident & Health or Sickness License – Approved (Exam, 2019-05-15) – Expires 2026-12-31
- Medicare Supplement/Long Term Care License – Approved (Exam, 2021-12-03) – Expires 2026-12-31
- AHIP Certifications – Approved – Expires 2026-12-31
Timeline
Senior Sales Manager
Exact Medicare
04.2025 - Current
Insurance Agent / Sales Coach / Team Manager – Remote
e-TeleQuote Insurance Inc.
01.2022 - 04.2025
Service Lane Manager / Service Advisor
Lejeune Honda
01.2021 - 11.2021
Insurance Agent
Concentrix
09.2020 - 12.2020
Insurance Agent
Equis Financial
06.2020 - 12.2020
Service Lane Manager / Service Advisor
Kia Mazda of New Bern
12.2019 - 08.2020
Service Advisor
Stevenson Automotive Group
03.2016 - 03.2018
Service Advisor
Neuwirth Motors
07.2015 - 03.2016
Undergraduate Coursework - Criminal Justice and Communications
University of Wisconsin-Parkside