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
Similar Profiles
Kimberly SinghKimberly Singh
Licensed Insurance Agent at Advise InsuranceLicensed Insurance Agent at Advise Insurance
Malinally OteroMalinally Otero
Insurance Agent at Advise InsuranceInsurance Agent at Advise Insurance
Linda Gayle PucciarelloLinda Gayle Pucciarello
Patient Engagement Representative at Advise/Bloom InsurancePatient Engagement Representative at Advise/Bloom Insurance