Evy Guthrie

Team Lead in call center environment. Rotating team of 25-40 agents under me. Metrics based for reliability, conversion ratio and quality assurance scores.

• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Held one-on-one meetings with sales team members to identify call flow breaks and improvements to processes.
• Managed leave requests and absences thru Workforce Management.
• Devised and implemented processes and procedures to streamline operations.
• Evaluated staff performance and provided coaching to address inefficiencies.

Ttec At Home Projects: Kaiser Permanente * Licensed life and health agent providing Medicare solutions to seniors.

• Managed over 50 calls daily promoting available products and services to customers during service, account management, and order calls.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Responded to customer requests for products, services, and company information.
• Achieved or exceeded company-defined sales quotas consistently.

• Worked with clients to provide competitive commercial banking solutions and retail financing plans.
• Offered competitive commercial banking solutions and retail financing options.
• Targeted accounts at senior and executive levels and secured funding for future initiatives.
• Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
• Developed and delivered financial presentations to drive client engagement.
• Worked with clients and finance companies to find optimal solutions for financing.
• Managed client financial portfolios to minimize risk and optimize returns.