Rachel Sims
Kansas City,MO
Summary
Strategic, innovative leader driving training excellence, operational efficiency, and agent development. Create scalable processes that bridge training and production, accelerating performance and strengthening client outcomes. Lead nesting programs that elevate quality, strengthen continuous improvement, and build agent capability through intentional, targeted development that grows confident, high‑performing contributors.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Team Lead
TTEC
Kansas City, Missouri
02.2024 - Current
- Establish a role that bridges training and operations during nesting, giving agents live‑call practice with structured support before moving into production.
- Design and implement processes that merge training with production, creating a sustainable, scalable framework for agent development.
- Facilitate cross‑functional meetings to align training and operations leadership, presenting performance trends, high‑risk concerns, and actionable insights.
- Select and manage subject matter experts (SMEs), delegating coaching, research, and agent‑support tasks to strengthen overall team performance.
- Monitor QA results and deliver targeted coaching sessions that drive measurable gains in agent accuracy, confidence, and readiness
Team Lead
TTEC
Kansas City, Missouri
08.2022 - 02.2024
- Deliver coaching sessions that elevate KPI performance and member survey results.
- Facilitate team meetings to communicate resource updates, review performance trends, and recognize achievements.
- Manage complex escalation calls regarding homeowners and dwelling policies, adhering to protocols and employing effective resolution strategies.
- Create morale‑boosting challenges that increase engagement and drive goal attainment.
- Empowered agents to resolve high-complexity issues with confidence and clarity through shared best practices and peer-to-peer support.
Insurance Agent
TTEC
Kansas City, Missouri
02.2021 - 08.2022
- Deliver exceptional customer service on inbound calls, assisting members with policy updates, billing inquiries, and coverage decisions.
- Leverage internal resources to resolve complex member questions with accuracy and efficiency.
- Specialize in multiple product lines, including auto, renters, VPP, homeowners, RPI, and dwelling policies.
- Deepen member relationships by identifying coverage needs, educating on product options, and recommending policies that support their protection goals.
Education
Six Sigma - White Belt
Skills
- Team leadership and development
- Performance coaching and management
- Continuous process improvement
- Team motivation and engagement
- Operational oversight
- Innovative problem solving
- Goal setting with SMART criteria
- Facilitation of meetings and nesting sessions
- Data-driven decision-making
- Assessment of performance risks
- Program implementation
- Cross-functional collaboration
Certification
Property & Casualty Insurance License
References
References available upon request.
Timeline
Senior Team Lead
TTEC
02.2024 - Current
Team Lead
TTEC
08.2022 - 02.2024
Insurance Agent
TTEC
02.2021 - 08.2022
Six Sigma - White Belt