Jami Tait-Smith

• Effectively managed escalated complaints from customers while maintaining a professional demeanor and upholding the company''s reputation.
• Manage 10 licensed phone agents
• Create coaching focuses to improve agents results
• Listen/monitor calls provide feedback
• Check for understanding and role play to improve skills.
• Maintain their timesheets/worker documents.
• Ran many reports to checks compliance of my associates.
• Exported reports to Excel to send to team for review.
• Worked side projects to improve GEICO processes.
• Worked committees within GEICO to build/gain associate support build moral and move numbers.

• Collaborated with other coaches to create and execute game plans.
• Promoted sportsmanship values among agents, fostering a positive competitive atmosphere within the team environment.
• Utilized positive communication to encourage team and promote integrity and respect.
• Boosted agent confidence through personalized training sessions and continuous feedback.
• Trained new agents on phone skills and rules/regulations of GEICO.
• Managed 5 people on average.
• Monitored/listened to calls.
• Created training documents/simulations/tests to improve agents’ knowledge.

Lakeland FL

• Calculated quotes and educated potential clients on insurance options.
• Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
• Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
• Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
• Took incoming calls for busy call center environment.
• Mentored new hires and assist my team with any questions.
• Excellent problem-solving skills on the spot to resolve issues that may arise.
• Reviewed guidelines with customers if needed.
• Deescalated calls and helped to retain customers.