Mason Blubaugh
Oklahoma City
Summary
Dynamic, results-driven leader focused on action and performance in contact center environments. Expertise in behavior-based coaching and talent development fosters high engagement and cultivates a robust enterprise culture. Proven ability to enhance team sales results through process improvement methodologies, including Six Sigma and Agile, complemented by extensive underwriting experience that drives future revenue growth. Goal-oriented manager with a distinguished background in the payments industry, dedicated to increasing productivity and customer satisfaction while optimizing operational efficiency.
Overview
19
19
years of professional experience
Work History
Division Manager
Global Payments
Oklahoma City, OK
06.2021 - Current
- Mentored and trained sales team members to enhance performance and improve customer engagement techniques.
- Tracked key performance metrics to monitor progress towards division sales goals and adjust strategies as necessary.
- Managed a high-performing sales team, providing ongoing coaching and professional development opportunities.
AGENCY CUSTOMER CARE MANAGER
The Hartford
Oklahoma City, OK
01.2016 - 06.2021
- Led and provided development to an inbound customer service team to efficiently and effectively provide insurance services to The Hartford’s customers.
- Managed relationships with Agency owners and producers including business growth and complaint resolution
- Implemented strategies to integrate diverse talents and perspectives, fostering an inclusive environment within agency organization.
- Stewarded staff through implementation of the organizational incentive program change using the ADKAR model
- Leveraged behavioral coaching to improve quality assurance outcomes to exceed 96%
SALES ACADEMY SENIOR COACH
The Hartford
Oklahoma City, OK
03.2014 - 01.2016
- Developed newly trained sales agents to be effective and successful sales performers while maintaining an environment of engagement and retention.
- Hired and developed early career sales coaches
- Partnered with Learning and Transition Team Manager to deliver holistic and complete first year experience
- Increased first year retention from 50% to 85%, exceeding industry standards and enterprise targets
- Led hiring initiatives of 200+ Sales Agents using behavioral interview techniques, and biometric data
PROPERTY AND CASUALTY UNDERWRITER
The Hartford
Oklahoma City, OK
10.2007 - 03.2014
- Reviewed and underwrote policies to preserve the financial integrity of The Hartford’s property and casualty line of business.
- Researched and documented large loss reports and home inspections
- Created training modules and provided developmental feedback for granting home and auto phone issue authority
- Facilitated auto and home underwriting classes
- Assisted internal representatives with policy or product inquiries
Education
LEADERSHIP FOUNDATIONS - Launching Leaders Program
01-2016
LEADERSHIP PATHWAYS - Leadership Development Program
01-2018
MARKETING - undefined
DeVry University
01-2014
Skills
- Performance Development
- Change Management
- Stakeholder Management
- Sales Effectiveness
- Talent Development
- Talent Acquisition
- Business Acumen
- Underwriting Expertise
- Process Improvement
- Agile Methodology
- Six Sigma
- ADKAR
- Team leadership
- Decision-making
Websites
Timeline
Division Manager
Global Payments
06.2021 - Current
AGENCY CUSTOMER CARE MANAGER
The Hartford
01.2016 - 06.2021
SALES ACADEMY SENIOR COACH
The Hartford
03.2014 - 01.2016
PROPERTY AND CASUALTY UNDERWRITER
The Hartford
10.2007 - 03.2014
LEADERSHIP PATHWAYS - Leadership Development Program
MARKETING - undefined
DeVry University