Summary
Overview
Work History
Education
Skills
Timeline
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Sagan Frost

Troy,TX

Summary

With a proven track record at Teleperformance, I excel in staff management and strategic planning, enhancing team productivity by over 30%. My leadership fosters a culture of excellence and innovation, leveraging skills in complex problem-solving and employee motivation to achieve significant improvements in operations and customer satisfaction.

Overview

17
17
years of professional experience

Work History

Supervisor

Teleperformance
09.2021 - 12.2023
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.

Team Lead

TTEC Inc
10.2016 - 10.2020
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.


Life Sales Team Lead

Allstate
03.2018 - 11.2019
  • Increased sales revenue by implementing targeted sales strategies and team training sessions.
  • Expanded sales revenues by identifying opportunities and executing customized marketing plans.
  • Facilitated knowledge sharing among team members through regular meetings, fostering a collaborative work environment that encouraged innovative thinking.
  • Developed high-performing sales teams through regular coaching sessions, skill development workshops, and performance evaluations.

BCBS Medicare Supervisor

Ttec (TeleTech) - HealthCare Solutions
01.2016 - 04.2017
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Medicare Customer Service Representative

BSW Health Plan
01.2012 - 12.2015
  • Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
  • Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
  • Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
  • Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.

Supervisor/Front Desk

HEB
01.2010 - 01.2012
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

CSM/CSS

Walmart
01.2007 - 02.2010
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of cashiers, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Education

High School Diploma -

Timber Academy
College Station, TX
04-2006

Skills

  • Training and mentoring
  • Goal-Oriented
  • Staff Management
  • Employee Motivation
  • Strategic Planning
  • Complex Problem-Solving
  • Inventory Control
  • Staff Development
  • Processes and procedures
  • Staff Discipline
  • Operations Management
  • Process Improvement
  • Project Management
  • Expectation setting

Timeline

Supervisor

Teleperformance
09.2021 - 12.2023

Life Sales Team Lead

Allstate
03.2018 - 11.2019

Team Lead

TTEC Inc
10.2016 - 10.2020

BCBS Medicare Supervisor

Ttec (TeleTech) - HealthCare Solutions
01.2016 - 04.2017

Medicare Customer Service Representative

BSW Health Plan
01.2012 - 12.2015

Supervisor/Front Desk

HEB
01.2010 - 01.2012

CSM/CSS

Walmart
01.2007 - 02.2010

High School Diploma -

Timber Academy

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Sagan Frost