Rebecca Jorgensen
Fremont,MI
Summary
Experienced Contact Center Supervisor experienced in optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Results-oriented Support Manager offering 13 years experience in field. History of implementing successful improvements to department and leading changes by example.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor, Agency Support Team
Gerber Life Insurance
04.2015 - Current
- Established clear performance expectations for support team, resulting in improved accountability and measurable results.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Managed team of support professionals, fostering environment of collaboration and growth.
- Handled escalated calls professionally, resolving complex issues while maintaining composure under pressure.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Senior Telephone Representative
Gerber Life Insurance
04.2014 - 04.2015
- As senior member of Advanced Customer Care team, Took on escalated call backs, call monitors, training new associates, and created new training manuals
- Assisted with creation of new Advanced Customer Care Team, assisted agents, handled overflow PST calls, provided NEST coaching, and responded to emails in ORACLE.
- Navigated various software systems simultaneously to access vital information quickly during calls with customers.
- Served as a reliable point of contact between clients and internal departments, facilitating seamless communication and issue resolution.
Telephone Representative
Gerber Life Insurance
10.2013 - 10.2014
- Achieved high call quality scores through active listening and empathetic communication with customers.
- Assisted external writing agents.
- Overflow escalated calls.
- Responded to customer emails.
Associate Telephone Representative
Gerber Life Insurance
10.2011 - 10.2013
- Implemented best practices throughout service calls, increasing satisfaction surveys
- Assisted with side by side mentoring
- Maintained up to date knowledge of policies
- Continuing Education
- Reduced average call handle time without sacrificing quality by utilizing efficient problem-solving techniques.
Skills
- Team Management
- Task Delegation
- Feedback Delivery
- Teamwork and Collaboration
- Salesforce Knowledge
- Communication
- Time Management
- Adaptability
- Problem Solving
- Attention to Detail
Certification
Licensed in Life and Health in all states
NICE WFM 7.5 Scheduling - Core Functionality
LOMA ACS
LOMA FLMI level 1
Additional Information
As a Contact Center Supervisor that oversees a team that assists external writing agents, I possess a deep understanding of KPI's with a proven track record of consistently achieving these targets. Responsibilities include recruitment, training, and leadership of a dynamic Agency Support Team. Conducting monthly call monitoring and nurturing professional development in one-on-one sessions. Furthermore, this role involves close collaboration with Underwriting, Accounting Licensing and Contracting and Commissions.
Timeline
Supervisor, Agency Support Team
Gerber Life Insurance
04.2015 - Current
Senior Telephone Representative
Gerber Life Insurance
04.2014 - 04.2015
Telephone Representative
Gerber Life Insurance
10.2013 - 10.2014
Associate Telephone Representative
Gerber Life Insurance
10.2011 - 10.2013
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