Summary
Overview
Work History
Education
Skills
Core Leadership Competencies
Certification
Key Leadership Achievements
Professional Summary
Timeline
Generic

NATASHA DESJARDINS

Spartanburg,SC

Summary

Insurance servicing professional with extensive experience in team leadership and performance coaching at Sitel/Foundever. Proven track record in enhancing customer experiences and implementing operational improvements through effective KPI management and emotional intelligence. Expertise in fostering employee engagement and maintaining high service standards, resulting in increased productivity and efficiency. Skilled in process optimization, project management, and data analysis, ensuring streamlined workflows and operational efficacy.

Overview

1
1
Certification
14
14
years of professional experience

Work History

Coach/ Agent Inbound 4

Sitel / Foundever / USAA
Spartanburg, SC
2017.01 - Current
  • Managed development and performance for a team of 16 agents while monitoring operational metrics.
  • Analyzed productivity and engagement metrics to identify opportunities for operational improvements.
  • Implemented action plans addressing root causes affecting team performance and service levels.
  • Created emotional intelligence training to enhance member interactions and satisfaction.
  • Delivered performance feedback to employees, fostering accountability for attendance and standards.
  • Organized monthly incentive programs to motivate teams in achieving KPI goals.
  • Supported leadership with coaching, mentoring, and performance monitoring initiatives.
  • Reviewed productivity data to inform coaching strategies for improved results.

Insurance Representative

Sitel
Spartanburg, SC
2016.11 - 2017.01
  • Managed inbound personal lines insurance calls, ensuring compliance with servicing requirements.
  • Maintained call center performance standards to drive customer satisfaction.
  • Monitored attendance and quality metrics for continuous operational improvement.
  • Licensed and appointed in 48 states to offer comprehensive coverage options.

Retail Banker II

Woodforest National Bank
Spartanburg, SC
2013.01 - 2015.10
  • Processed financial transactions in compliance with bank regulations.
  • Built strong customer relationships and resolved account concerns.
  • Achieved consistent sales goals, averaging 3-4 new accounts monthly.

Education

Business and Management -

Spartanburg Technical College
Spartanburg, SC
Spartanburg, SC

Skills

  • Team leadership and development
  • Emotional intelligence
  • Performance coaching and KPI management
  • Employee engagement and retention
  • Operational improvement
  • Root cause analysis
  • Workforce management
  • Kronos and SuccessFactors expertise
  • Customer experience enhancement
  • Training development and facilitation

Core Leadership Competencies

  • Team Leadership & Staff Development
  • Performance Coaching & KPI Management
  • Employee Retention & Engagement
  • Operational Process Improvement
  • Root Cause Analysis (SMART Method)
  • Workforce & Attendance Management
  • Kronos Workforce Management
  • SuccessFactors HR Systems
  • Customer Experience Improvement
  • Training Development & Facilitation

Certification

  • Licensed Insurance Agent (48 States)
  • Kronos Certified

Key Leadership Achievements

  • Ranked Top 3 among peer leaders for 26 consecutive weeks between 2019 and 2021.
  • Led a high-performing service team recognized for quality, AHT reduction, adherence, and member satisfaction.
  • Improved team retention through coaching strategies, engagement initiatives, and structured performance development.
  • Developed 4 employees who advanced into higher roles, including Operations Leadership, Training, and Quality Management.
  • Designed and delivered Emotional Intelligence training that improved member survey scores and strengthened service outcomes.
  • Implemented SMART-based action plans to identify root causes and sustain KPI improvements.

Professional Summary

Results-driven leader with more than 15 years of experience developing high-performing teams, improving operational performance, and delivering measurable customer experience results. Proven ability to increase team retention, coach employees into leadership roles, and drive key performance metrics, including quality assurance, adherence, and efficiency. Known for emotionally intelligent leadership, structured coaching frameworks, and the ability to stabilize and motivate teams during organizational change.

Timeline

Coach/ Agent Inbound 4

Sitel / Foundever / USAA
2017.01 - Current

Insurance Representative

Sitel
2016.11 - 2017.01

Retail Banker II

Woodforest National Bank
2013.01 - 2015.10

Business and Management -

Spartanburg Technical College
NATASHA DESJARDINS