Kevin Wolers
Chicago,IL
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
7
7
years of professional experience
Work History
Call Center Manager, Bilingual Division
Advise Insurance
Bloomington - REMOTE, IN
04.2021 - Current
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
Call Center Director
Oxford Marketing Partners
CHICAGO, IL
11.2017 - 05.2020
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Established relationships and touch points with clients to promote retention.
- Maintained call center equipment in good working order to maximize productivity.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Interviewed, supervised and motivated 60+ staff members to achieve optimal productivity.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Oversaw business-wide changes to modernize procedures and organization.
Director of Sales, BPO
GoHealth
CHICAGO, IL
08.2016 - 12.2017
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
Licensed Insurance Agent - Team Lead
GoHealth
Chicago, IL
07.2014 - 08.2016
- Provided coverage option information to assist clients in protecting assets.
- Exceeded corporate quotas for monthly policy sales.
- Promoted products and services using upselling and other sales strategies.
Education
Bachelor of Science - Sociology
Loyola University of Chicago
Chicago, IL06.2013
Skills
- Sales and marketing
- Performance improvements
- Strategic planning
- Department development
- Employee engagement
- Productivity Standards
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Call Center Manager, Bilingual Division
Advise Insurance
04.2021 - Current
Call Center Director
Oxford Marketing Partners
11.2017 - 05.2020
Director of Sales, BPO
GoHealth
08.2016 - 12.2017
Licensed Insurance Agent - Team Lead
GoHealth
07.2014 - 08.2016
Bachelor of Science - Sociology
Loyola University of Chicago
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