Maegen Buckner
Overland Park,KS
Summary
Performance-oriented leader offering exceptional record of achievement over 8-year career. Expert in increasing productivity and customer satisfaction while driving revenue and sales.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
SelectQuote
12.2022 - Current
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Streamlined workflow processes for improved team efficiency and increased productivity.
- Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Implemented successful retention strategies that led to increased customer loyalty and repeat business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Oversaw daily operations of the customer service department, effectively managing resources to meet targets consistently.
- Directed team of 30 supervisors and agents to enhance across-the-board customer support and better meet company service demands.
- Created comprehensive training materials for new hires, resulting in reduced onboarding time and faster integration into the team.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
Sales Manager
Everquote
03.2022 - 08.2022
- Promoted continuing education opportunities for sales team to bolster skills and add value to department.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Evaluated performance against goals and implemented appropriate development plans.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
- Coached leaders in important skills underpinning current leadership and management goals.
- Offered strategic feedback to direct leadership teams in operational decision-making and long-term planning.
- Transformed skills and success of individual leaders with one-on-one coaching sessions.
- Supervised staff of 15 personnel by implementing company policies, protocols, work rules and disciplinary action.
Sales Manager
GEICO
01.2020 - 09.2021
- Coached sales supervisors in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Motivated team members to meet and exceed objectives by setting goals, tracking performance on daily basis and implementing improvement strategies.
- Held weekly meetings with director and staff to identify techniques to overcome sales obstacles.
- Developed and implemented comprehensive salesperson training program.
- Reduced turnover by 50%
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Directed staff and managed annual capital budget.
- Performed annual evaluations and reviews for large staff of employees.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Developed and implemented comprehensive business strategies and sales plans that complemented overall corporate operating plan.
- Trained and mentored 10+ new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises
Sales Supervisor
GEICO
06.2015 - 01.2020
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Managed daily sales floor operations to improve customer loyalty and strengthen brand.
- Monitored sales team performance and provided constructive feedback.
- Reported sales data to upper management for review.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
- Streamlined team sales processes to increase productivity and increase closure
- Championed company products and increased quarterly revenue.
- Trained, coached and mentored new sales associates for maximum performance.
- Facilitated change management activities for department and staff of 10 individuals.
Education
Bachelor of Science - Business Administration
Upper Iowa University
Iowa02.2022
Skills
- Sales processes
- Business Development and Planning
- Goals and Performance
- Staff Management
- Relationship building
- Coaching and mentoring
- Verbal and written communication
- Call Center Operations
- Microsoft Outlook, Word, and Excel
- Hiring and Training
- Team Leadership
Timeline
Customer Service Manager
SelectQuote
12.2022 - Current
Sales Manager
Everquote
03.2022 - 08.2022
Sales Manager
GEICO
01.2020 - 09.2021
Sales Supervisor
GEICO
06.2015 - 01.2020
Bachelor of Science - Business Administration
Upper Iowa University