Joshua Coleman

• Led and supervised a team of 40 customer service representatives in a fast-paced insurance brokerage call center environment.
• Developed and implemented streamlined processes to enhance operational efficiency and performance resulting in a success rate of 90% while maintaining a team average NPS score of 92%
• Collaborated with cross-functional teams to address customer inquiries, resolve issues, and ensure high levels of client satisfaction.
• Implemented quality assurance measures, monitoring and evaluating calls to maintain service excellence and adherence to compliance standards.
• Provided leadership in handling escalated customer concerns, demonstrating strong problem-solving skills and maintaining a positive customer experience.
• Collaborated with upper management to develop and implement strategies for achieving service-related key performance indicators (KPIs).
• Conducted in person interviews to bring on agents who could bring there skills to the company to help better the companies future

• Assessing Client Needs: Understanding clients' financial situations, family dynamics, and long-term goals to determine the most appropriate insurance solutions.
• Educating Clients: Explaining different types of life insurance policies, coverage options, premiums, and benefits in a clear and concise manner
• Comparing Policies: Researching and presenting various insurance products from multiple providers to help clients make informed decisions.
• Assisting clients with completing application forms, submitting necessary documentation, and liaising with insurance companies on their behalf.
•Providing ongoing assistance to clients, including policy reviews, updates, and assistance with claims processing when needed.