Steve Sargent
American Home Shield
Lagrange,GA
15
years of professional experience
Dedicated leader focused on training and mentoring teams to achieve high performance. Believer in knowing your people. Know their strengths, weaknesses, personalities, etc. This fosters a "family like" atmosphere where we are there for each other. Strong background in problem-solving and process optimization, committed to enhancing service delivery and driving measurable results.
Work History
Authorization Supervisor
8 Years- Supervised daily operations to ensure high-quality service delivery and team performance.
- Implemented process improvements that enhanced workflow efficiency and reduced response times.
- Trained and mentored agents to foster skill development and maintain service standards.
- Conducted regular performance evaluations to identify training needs and promote employee growth.
- Conducted a mix of business and non-business meetings on a regular basis to help unify our team.
- Work with director to review/update/create articles for KEYS.
- Meet monthly as part of the Coverage Review team.
Appliance Purchasing Lead Agent
5 Years 7 Months- I was one of 7 appliance purchasing agents when the department was started in the Lagrange Call Center.
- I quickly excelled in the department to become a department lead.
- As a lead agent, I assisted agents with questions that they may have, I approved dispatches that were over agent's authorization limits, and handled escalated calls from our members.
- I assisted the team as a temporary supervisor in the absence of our regular supervisor.
Customer Service Agent
1 Year 1 Month- Assisted members with placing service requests.
- Resolved members inquiries through effective communication and problem-solving skills.
- Assisted supervisor with resolving escalated member situations.
- Lead our team in all performance metrics.
Education
Bachelor of Science
Skills
Training and mentoring
Goal oriented
Staff management
Customer service
Accomplishments
- Successfully supervised a team of 15 agents using a basic leadership style of transparency and having atmosphere.
- Achieved exceeding performance metrics by fostering a basic BBTTY (Being Better Today Than Yesterday) mentality amongst the team.
- As a supervisor, I have received "Outstanding Performance" and "Performance to be proud of" ranking for the past 8 years.
- Participated in the Six Sigma Green Belt program.
- Represented the business during arbitration hearings where we were successful in each of my cases.
- Created and updated several KMS KEYS articles for the authorization department.
- Member of the DOPE (Digital Outbound Payments & Etc) committee in implementation of the digital payments to members.
Timeline
Authorization Supervisor
American Home Shield
2018.06 - CurrentRead More
Appliance Purchasing Lead Agent
American Home Shield
2012.11 - 2018.06Read More
Customer Service Agent
American Home Shield
2011.10 - 2012.11Read More
Bachelor of Science
Read More