Jonathan Cayton
Richardson,TX
Summary
Goal-oriented Team Manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering over 10 years of hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Manager
GoHealth
Chicago, IL
09.2021 - 08.2023
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
Insurance Sales Agent/Supervisor of Operations
Walmart Insurance Services
Dallas, TX
05.2020 - 09.2021
- Assisted clients in selecting appropriate coverage options for their needs.
- Processed applications and paperwork related to policy issuance or renewal.
- Maintained accurate records of client information in CRM software system.
- Built relationships with existing clients by providing exceptional service.
- Prepared presentations outlining product features, benefits, pricing plans.
- Identified cross-selling opportunities among existing customers.
- Performed administrative tasks such as updating databases, filing paperwork.
- Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
- Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
- Provided leadership and training for new agents regarding industry best practices and company policies.
Front Line Manager
Genpact
Richardson, TX
05.2018 - 12.2018
- Monitored employee attendance records and developed corrective action plans when needed.
- Conducted regular meetings with staff to discuss goals, objectives, progress, issues..
- Implemented new policies and procedures as directed by upper management.
- Evaluated employee performance regularly through observation and feedback sessions.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Led employee performance evaluations and rewarded top performers to retain quality personnel.
Licensed Benefit Advisor/Operations Supervisor
Willis Towers Watson
Richardson, TX
06.2015 - 11.2017
- Conducted comprehensive benefits reviews for clients to ensure they had the best plans available.
- Provided guidance on retirement planning and investment options.
- Researched industry trends in order to recommend changes to existing benefits programs.
- Assisted clients in understanding the complexities of health care reform legislation.
- Advised clients on compliance requirements related to health care laws and regulations.
- Coordinated enrollment into plan benefits directly with insurance companies or through marketplace.
- Developed and evaluated methods and techniques for selecting, promoting and training workers.
- Responded to member questions regarding plan benefits and provisions.
- Performed regular assessments of existing benefit plans against competitor offerings.
Call Center Team Lead
Speed Commerce
Garland, TX
04.2014 - 06.2015
- Provided coaching and guidance to call center team members on customer service skills.
- Conducted regular performance reviews of team members.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
- Resolved escalated customer inquiries in a timely manner.
- Maintained up-to-date knowledge of products, services, policies, and procedures.
- Assisted with the development of call scripts and other operational documents.
- Implemented strategies to reduce wait times and improve agent productivity.
- Managed day-to-day operations within the call center environment.
- Developed strategies to increase first contact resolution rates.
- Provided technical support related to phone systems or software applications used by agents.
- Facilitated communication between team members and management personnel.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Managed customer concerns with calm demeanor and knowledgeable service.
1st Shift SupervisorAll
All State Fastener Logistics LLC
Garland, TX
05.2011 - 09.2014
- Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
- Ensured that all orders were accurately fulfilled in a timely manner.
- Utilized inventory management software to track stock levels and maintain accurate records.
- Planned and implemented efficient warehousing systems for incoming and outgoing goods.
- Monitored staff performance, identified areas for improvement, and provided training as needed.
- Maintained up-to-date knowledge of safety regulations and ensured compliance with them at all times.
- Assisted in recruiting, hiring, onboarding, and managing warehouse personnel.
- Created reports on key metrics such as shipping accuracy rates, turnaround times, inventory levels.
- Organized regular cycle counts of physical inventory to ensure accuracy of system data.
- Conducted periodic audits of the warehouse environment to identify any potential hazards or risks.
- Oversaw inventory of incoming and outgoing materials based on physical counts and bar-code systems.
- Generated warehouse shipping documents, packing lists and invoices.
- Operated forklifts to fill or empty overhead spaces.
- Trained staff on material handling processes to reduce shipping times.
Education
High School Diploma -
Arkansas State University
State University, ARSkills
- Performance Coaching
- Employee Scheduling
- Process Updates
- Employee Motivation
- Performance Improvements
- KPI Tracking
- Performance Updates
- Productivity Standards
- Call Center Customer Service
- Report Preparation
- Project Planning and Coordination
- Team Coaching
- Floor Space Maximization
- Space Planning
- Workflow Coordination
- Inventory Management
- Quality Assurance
- Loading and Unloading
- Problem-Solving
- Warehouse Auditing
- Forklift Operations
- Customer Care
- Safety Monitoring
- Mentoring and Training
- Inventory and Stocking
- Coaching and Motivation
- Team Building and Leadership
- Flexible and Adaptable
- Analytical Thinking
- Dependable and Responsible
- Verbal Communication
- Data Entry
- Microsoft Office Software Proficiency
Certification
Life and Health Insurance License
Languages
English
Professional
Timeline
Team Manager
GoHealth
09.2021 - 08.2023
Insurance Sales Agent/Supervisor of Operations
Walmart Insurance Services
05.2020 - 09.2021
Front Line Manager
Genpact
05.2018 - 12.2018
Licensed Benefit Advisor/Operations Supervisor
Willis Towers Watson
06.2015 - 11.2017
Call Center Team Lead
Speed Commerce
04.2014 - 06.2015
1st Shift SupervisorAll
All State Fastener Logistics LLC
05.2011 - 09.2014
High School Diploma -
Arkansas State University