Joel Berkshire
SAN ANTONIO,TX
Summary
Dedicated Facilitator with an extensive background in P&C Insurance, Call Center Project Management, Sales & Service Management and New Hire Training Facilitation. Proficient in the skills needed to inspire co-workers with wise, respectful leadership and measurably accelerate results from my teachings, driving entry level participants to be successful through both training and development providing the desired big picture results. Key areas of strength include
Overview
14
14
years of professional experience
Work History
USAA
San Antonio, TX
02.2020 - Current
- USAA is a large financial services organization primarily serving members of the U.S
- Military and their families, offering a wide range of insurance, banking, and investment products.
Facilitator II
10.2023 - Current
- Guiding and supporting newly onboarded employees as they navigate their initial days within the organization
- This position is critical in ensuring a smooth integration process for new team members, particularly in the context of member service roles within the property insurance sector
- Key responsibilities include conducting orientation sessions, introducing employees to company policies and procedures, providing comprehensive training on relevant software and systems, and offering ongoing support to address any queries or challenges
- Playing a pivotal role in fostering a positive and inclusive work environment, helping new hires build the necessary skills and knowledge to excel in their member service responsibilities
- Collaborating with various departments to ensure a cohesive onboarding experience, ultimately contributing to the overall success and retention of new employees in property insurance member service positions
- Selected accomplishments include:
- Gathered information, analyzing data trends, identifying causes, and providing information to the team
- Advanced knowledge of Microsoft Office tools to include Word, Excel, and PowerPoint.
Experienced Facilitator and Manager
Alorica
02.2020 - 10.2023
- Providing exceptional insurance services, utilizing in-depth industry knowledge and member-focused expertise
- Proficient in auditing calls, analyzing data reports, and coaching personnel to ensure the highest standards of service and compliance
- Recognized for consistently exceeding performance expectations and contributing to the growth and success of USAA
- Selected accomplishments include:
- Conducted a thorough data analysis of trends in district-wide reports, identifying a significant opportunity for improvement
- Developed a series of PowerPoint presentations for training affected teams, and supported the strategy implementation, resulting in a 15% increase in the ‘close-rate’ metric across the district
- Analyzed the completeness and accuracy of quality evaluations and reports by conducting appropriate call quality evaluations, under minimal guidance, to ensure adherence to operational risks and compliance requirements
- Built, developed, and maintained relationships with Insurance Professionals as a senior leader to help mitigate technical and compliance errors
- Identified weaknesses within the separation/divorce callback process, provided summarized results to leadership to help remediate the number of inefficiencies noted in the process., leading and inspiring up to 5 high-performing assistant managers responsible for 20 professionals
- Proven track record in driving sales growth, optimizing team performance, and exceeding revenue targets
- Adept at strategic planning, client relationship management, and maintaining compliance standards
- Known for fostering a dynamic and results-oriented sales culture, ensuring success in a competitive customer service environment
- Operated several data reports to include agents’ adherence, daily game planning, statistical analysis, coaching index, quality assurance monitors and joined conference calls to troubleshoot company-wide system issues with IT
- Analyzed data from reports to create Excel spreadsheets that allowed me to track and monitor outliers, facilitating the timely remediation of the issue
- Trained and coached agents to new procedures that mitigated compliance risk
- Created and ran contests to promote sales and consistently won the top sales competition against 5 teams.
customer service
ALORICA
San Antonio, TX
02.2010 - 02.2020
- Alorica is a global, outsourcing company that provides customer support and engagement solutions to a wide range of clients in various industries, including, retail, healthcare, and technology.
Facilitator / Manager
Medco
02.2010 - 02.2020
- Express Scripts, OptumRx, FEMA, COX, AT&T
Education
Bachelor of Science (BS) - Marketing
Master of Arts (MAE-T&D) - undefined
BS - undefined
Skills
- Adherence to Compliant Operations
- Application of Data-Driven Decision Making/Analytics
- Aptitude for Critical Problem Solving
- Commitment to Innovation
- Effective Team Building
- Excellence in Facilitator Delivery, Retention, & Results
- Expertise in Coaching & Mentoring
- Expertise in Computer Hardware/Software (Including Microsoft Office)
- In-Depth Insurance Industry Knowledge
- Leadership Acumen in Diverse Teams
- Mastery in Program Management
- Proficiency In Call Center Sales & Service
- Proficiency in Prioritizing & Multitasking
- Skill in Conflict Resolution
- Six Sigma Trained
- Strategic Approach to Marketing & Lead Strategy
- Thorough Risk Assessment
Affiliations
Certified Insurance Counselor – Courses scheduled for summer 2024 to obtain Insurance Designation
Certified Project Manager – May 2023
Property & Casualty (P&C) Insurance Licenses in all 50 states – February 2018 – Current
Timeline
Facilitator II
10.2023 - Current
USAA
02.2020 - Current
Experienced Facilitator and Manager
Alorica
02.2020 - 10.2023
customer service
ALORICA
02.2010 - 02.2020
Facilitator / Manager
Medco
02.2010 - 02.2020