Ivan Sandoval

I Managed and directed 3 offices in the San Diego region + multiple sales staff to meet short and long-term goals as established by upper management to achieved annual goals of $2 million + growth.
I coordinated training and evaluation of CSRs on a weekly & monthly basis.

I ensured quality and consistency in all customer service calls handled by CSRs.
I maintained a solid understanding of Fred Loya products, procedures, guidelines, and underwriting.
I maintained strong level of sales acumen, sales training knowledge and sales management and coaching skills.
I served as a mentor and coach to sales team members; support and motivate in training and development efforts for CSRs to meet their monthly & yearly goals for them to qualify for bonuses.
I posted employee schedules, managed absenteeism & tardiness, address any pattern of disciplinary action, approved any timesheet corrections in a timely manner to have timesheets ready for the payroll department.
I conducted preliminary/screen interviews & hired new employees to maintained all offices fully staffed.
I maintained availability for CSRs to answer, explain, or clarify any questions relating to products offered by the company.
I took customer-escalated calls upon CSRs request and resolve any problems that might arise or assisted in person with any customer complaint.
I ran all New Business reports, documentation for respective caps, before underwriting reviews & sales/production meetings with Regional Manager on a daily basis.
I inspected vehicles for claims (FNOL – First Notice of Loss) & was trained in Black Box to obtain vehicle data at the time of accident, SIU trained, work directly with claim adjusters to resolve claim in a promptly manner to meet customers satisfaction.
I conducted Monthly Audits for each individual office I managed, I kept office clean & presentable, stocked and properly working to service in person customers.
I work directly with Human Resources to properly address any employee questions or issues or accommodations, I communicated with the HR manager daily to assist with any possible employee concerns, I presented recognition forms for employee raises or bonuses & issued any warning or termination once reviewed & approved with the HR manager, I attended yearly HR manager training & took multiple courses to learn new skills on how to properly address & resolved any possible employee issued before it escalated. Other duties as assigned.

• Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.
• Assisted in training new staff on customer service protocols and systems.
• Managed product returns and exchanges, adhering to company policies.
• Maintained accurate inventory levels through effective stock management techniques.
• Implemented feedback mechanisms to enhance customer experience and resolve issues proactively.