Sarah Weitzel

Guided new agencies through contracting process, ensuring seamless onboarding experience.

Educated agency principals on contracting steps and provided troubleshooting support.

• Defined timelines and strategies for accurate contracting completion for downline agents.
• Collaborated closely with Account Managers, Contracting Associates, and other internal teams.
• Reviewed deals for completeness, identified areas for improvement, and contributed to problem-solving.
• Served as point of contact for contracting inquiries, ensuring compliance with established processes.
• Maintained detailed records in CRM to enhance efficiency of contracting processes.
• Delivered positive implementation and ongoing support experience for Medicare brokers.

• Managed a team of customer service representatives, providing guidance and support to ensure high-quality customer interactions
• Implemented new customer service strategies resulting in a 25% increase in overall customer satisfaction ratings
• Developed and delivered comprehensive training programs for new hires, resulting in a 20% reduction in onboarding time
• Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service
• Monitored key performance indicators (KPIs) such as average response time, first call resolution rate, and customer satisfaction scores to drive continuous improvement efforts
• Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
• Conducted regular performance evaluations for team members, providing constructive feedback and identifying opportunities for growth and development
• Led team in achieving monthly targets for average response time, first call resolution rate, and customer satisfaction scores
• Collaborated with HR department to recruit, hire, and onboard new members of the customer service team
• Increased self-service options available through online platforms resulting in a 30% decrease in incoming support calls/emails
• Analyzed customer feedback data to identify trends and areas for improvement, leading to the implementation of targeted solutions that increased customer satisfaction and resolution time
• Collaborated with cross-functional teams including contracting, sales, marketing, and operations to address escalated issues and provide timely resolutions
• Developed effective escalation procedures for complex or sensitive cases requiring higher-level intervention
• Utilized CRM software to track interactions with customers, ensuring accurate documentation of inquiries, complaints, resolutions provided, etc.
• Developed strong relationships with key clients, agency owners and top agents, through regular communication and proactive problem-solving initiatives
• Assisted all departments with duties as needed that might affect our clients needs, such as contracting, new business, sales, marketing, commissions, etc.

• Provided exceptional customer support via phone, email, and chat channels to resolve inquiries, troubleshoot issues, and ensure customer satisfaction
• Maintained a high level of professionalism and empathy while addressing customer concerns and resolving complaints in a timely manner
• Utilized CRM software to accurately document customer interactions, update account information, and track issue resolution progress
• Collaborated with cross-functional teams including sales, product development, and technical support to escalate complex issues for resolution
• Identified recurring problems or trends in customer inquiries and provided feedback to improve products/services or enhance user experience
• Assisted customers with product setup, installation, troubleshooting steps, and usage guidance through clear instructions over the phone or via written communication
• Managed a high volume of incoming calls/emails/chats while maintaining quality standards for response time and issue resolution
• Developed strong product knowledge across multiple offerings to effectively address questions about features/functionality/performance
• Participated in ongoing training sessions to stay updated on new products/features as well as best practices for providing excellent customer service
• Assisted in the creation and maintenance of a comprehensive knowledge base to provide self-service options for customers and reduce support ticket volume
• Provided feedback to product development teams on customer pain points, feature requests, and usability improvements based on direct interactions with users
• Managed escalated customer complaints or complex issues by taking ownership, investigating root causes, and coordinating with relevant departments for resolution
• Maintained a positive attitude even during high-pressure situations or dealing with difficult customers ensuring professionalism at all times
• Developed strong rapport with customers through active listening, empathy, and effective communication skills resulting in increased customer loyalty and repeat business

• Triaged phone calls to appropriate departments, enhancing response efficiency for clients.
• Assisted Medicare agents with inquiries after completing advanced training.
• Screened communications for executives, prioritizing messages and responding as needed.
• Prepared and edited correspondence, reports, and presentations using Microsoft Office Suite.
• Managed confidential information with strict adherence to privacy protocols.
• Organized meetings, including agenda preparation, minute-taking, and material distribution.
• Collaborated with cross-functional teams on initiatives led by the executive team.
• Maintained professional office image through effective communication with stakeholders.

• Managed front desk operations by greeting visitors and directing inquiries to appropriate staff members.
• Scheduled appointments for executives and staff using an online calendar system.
• Assisted in preparing meeting materials, reducing client meeting preparation time by 25%.
• Handled timely distribution of incoming and outgoing mail.
• Monitored office supplies inventory and placed orders as necessary.
• Provided administrative support across departments through data entry and report generation.
• Performed clerical tasks including photocopying, scanning, and faxing documents.
• Cultivated positive relationships with clients and staff through effective communication strategies.

• Managed end-to-end recruitment for multiple job openings simultaneously.
• Collaborated with hiring managers to define job requirements and craft effective job descriptions.
• Sourced and screened candidates, ensuring a high-quality talent pool.
• Conducted phone and in-person interviews to evaluate qualifications, skills, and cultural fit.
• Utilized applicant tracking system (ATS) to monitor candidate progress and maintain accurate records.
• Negotiated offers of employment, including compensation packages and relocation assistance.
• Participated in career fairs and industry conferences to enhance employer branding.
• Streamlined internal processes by implementing advanced tools for candidate assessment.

• Processed applications for new titles, transfers and duplicate titles.

• Managed the end-to-end recruitment process for multiple job openings simultaneously
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