Juan Antonio Ramos

• Identify training needs and work with training teams to maximize performance

• Handle administrative work, including but not limited to – timecards, sales reports, etc.

• Partners with other areas of the company to optimize client experience

• Manage KPI’s and company goals & initiatives

• Promotes a positive work environment which provides a strong sale, client satisfaction focus with clear accountability

• Conduct performance reviews with team members
• Recruit, interview, and makes new hire recommendations

• Collaborate with HR to ensure agents meet performance standards, and develop performance improvement plans accordingly

• Lead, coach, and develops a team of ten to twenty five team members

• Drives sales results, retention, client service and proper underwriting. Led team training sessions to enhance product knowledge and improve sales techniques among staff.

• Fostered relationships with key clients, enhancing customer retention and satisfaction rates.
• Implemented performance metrics to evaluate team effectiveness and drive continuous improvement initiatives.
• Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase agency's aggregate sales figures.
• Guided agents through property and casualty insurance licensing and renewal processes.
• Conducted agency sales meetings daily to communicate agency developments and discuss agents' sales figures and emerging opportunities.
• Adhered to legal requirements and industry regulations in selling and servicing Property & Casualty insurance policies.
• Prospected for new business by obtaining client referrals, making cold calls and engaging in Property & Casualty business-building strategies.
• Optimized sales and marketing campaign outcomes by coordinating efforts with corporate and training department..
• Identified Property and Casualty continuing education opportunities to help agents fulfill requirements for insurance license renewals.
• Consistently met or exceeded monthly & quarterly sales goals through diligent planning, forecasting, and execution of targeted initiatives.
• Enhanced the CCC''s (Customer Call Center) reputation within the company by delivering exceptional results, maintaining a high level of professionalism, and adhering to ethical business practices.
• Recommended agents to set callback to review clients' policies every year and recommended product additions or revisions to reflect changing needs.
• Led a successful sales team by providing ongoing training, support, and performance evaluations.
• Assisted in the development of incentive programs to motivate team members to exceed their sales targets consistently.
• Improved overall team performance by regularly reviewing sales metrics and providing constructive feedback during team meetings daily.
• Help agents develop and maintained strong relationships with clients, resulting in a high level of retention and referrals.
• Implemented regular follow-up procedures with clients to maintain open lines of communication and ensure satisfaction with their policies.
• Mentored junior sales representatives, sharing best practices for lead generation and closing sales effectively.
• Increased policy sales by implementing innovative marketing strategies and providing exceptional customer service.
• Created detailed reports analyzing sales data, identifying areas of opportunity for growth or improvement within the agency.
• Structured internal role-playing exercises to improve agents' sales effectiveness, overcome client objections and enhance client renewal rates.
• Accompanied new agents on sales calls and identified need, urgency and affordability creating insurance sales opportunities.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Implemented systems and procedures to increase sales.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Prepared sales presentations for agents/teams showing success and credibility of products.
• Compiled and analyzed data to determine approaches to improve sales and performance.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

• Led team initiatives to enhance operational efficiency and workflow optimization.
• Developed and implemented strategic plans to achieve organizational goals and drive growth.
• Mentored staff, fostering professional development and enhancing team performance.
• Analyzed performance metrics to identify areas for improvement and implement corrective actions.
• Collaborated with cross-functional teams to streamline processes and improve service delivery.
• Facilitated training sessions to promote best practices and ensure compliance with industry standards.
• Established key performance indicators to track progress towards strategic goals and objectives.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Organized professional development programs for staff, leading to improved performance and skill sets.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Defined clear targets and objectives and communicated to other team members.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Led collections team to optimize recovery processes and enhance customer engagement.
• Developed strategies for reducing delinquency rates through targeted outreach initiatives.
• Implemented data-driven decision-making to streamline collections workflows and improve efficiency.
• Mentored staff on best practices in collections management to elevate service standards.
• Collaborated with cross-functional teams to address customer concerns and resolve disputes effectively.
• Oversaw compliance with regulatory requirements, ensuring ethical collections practices across the department.
• Trained new hires on collections protocols, fostering a culture of accountability and excellence within the team.
• Researched accounts and completed due diligence to resolve collection problems.
• Reviewed, researched, and corrected discrepancies and customer concerns.
• Oversaw daily posting of payments to customer accounts.
• Improved overall collections efficiency by implementing strategic collection plans and processes.
• Enhanced team performance through regular training, coaching, and feedback sessions.
• Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
• Contacted customers to discuss late payments and options for remitting amounts due.
• Established procedures for collection of past due amounts.
• Worked with legal resources and recovery teams to manage default issues.
• Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
• Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
• Reduced delinquency rates with proactive account monitoring and timely communication.
• Established strong relationships with customers, fostering open communication channels for effective debt resolution.
• Supervised staff of collectors, monitoring phone calls and letters.
• Implemented efficient skip tracing techniques to locate hard-to-reach debtors and expedite the recovery process.
• Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Generated and processed demand letters.
• Contacted clients with past-due payments and actively monitored payments due from clients.
• Streamlined collections procedures for increased productivity and reduced manual efforts.
• Maintained compliance with federal, state, and local regulations governing debt collections practices.
• Conducted investigations of customer accounts and payment histories.
• Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
• Led cross-departmental initiatives aimed at minimizing bad debts exposure through early detection of warning signs in customer behavior patterns.
• Coordinated legal actions when necessary, working closely with attorneys to ensure proper documentation and representation.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• Processed payments and applied to customer balances.
• Worked in call center environment handling manual dialed outbound calls.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Counseled debtors on payment options and arranged installment agreements.
• Used probing techniques to determine debtors' reasons for delinquency.
• Used skip tracing and other techniques to locate debtors.
• Checked payroll, commissions and other accounting disbursements for accuracy and compliance.