Steven Gifford
Summary
Excellent communicator and dependable team player with strong understanding of insurance industry. Adept at building relationships with clients, brokers and other stakeholders while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
31
31
years of professional experience
Work History
Director of Training Telesales
One United Global
06.2015 - Current
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Established a successful mentorship program to foster professional growth and development.
- Continuously updated knowledge of industry trends and best practices in adult learning theory, incorporating new methodologies into existing programs as needed.
- Trained new hires to perform cross-training exercises with experienced workers.
- Implemented new learning strategies depending upon employees' skill levels.
- Conducted orientation sessions and organized on-the-job training for new hires.
Agency Manager
One United
03.2015 - 01.2017
- Leveraged technology platforms for efficient management of client accounts, policy changes, claims processing, and billing inquiries.
- Established clear performance metrics for the team, providing regular feedback and coaching to drive continuous improvement.
- Negotiated contracts with carriers for competitive pricing structures that attracted new clientele while retaining existing customers.
- Answered phone calls and e-mails regarding inquiries and arranged meetings for official business.
- Recruited trained, and mentored a high-performing team of insurance agents, fostering professional growth and development.
- Trained and guided team members to maintain high productivity and performance metrics.
Call Center Agent, Inbound Sales
Eclick "Insured With A CLICK"
03.2010 - 03.2015
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Assisted customers with order placement, ensuring accurate and timely delivery of products or services.
- Participated in ongoing training programs to enhance product knowledge and stay current on industry trends or changes in policies and procedures.
- Developed an in-depth understanding of company offerings, enabling confident presentation of tailored solutions to clients'' needs.
- Maintained high-quality customer service by adhering to call center policies and procedures.
- Promoted a positive work environment within the team through active participation in meetings, sharing ideas openly, and supporting colleagues when needed.
- Exceeded monthly sales targets through persuasive communication skills and product knowledge.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Telesales Agent
Apex
03.2005 - 03.2010
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
- Generated quotes and proposals for clients to match individual needs.
- Conducted detailed needs assessments for prospective clients, ensuring comprehensive understanding of their insurance requirements.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Established credibility and trust with clients through transparent communication about policy options, costs, and benefits.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Registered customer information on database to enable tracking history and maintain accurate records.
- Followed up promptly with interested clients to close sales.
- Consistently updated knowledge on regulatory changes impacting the insurance industry to maintain compliance at all times.
- Attended industry conferences to stay informed of latest products and trends.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices with colleagues.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Staff Sergeant
United States Marine Corps
02.1993 - 01.2002
- Lead training and daily operations for 100 MECEP/ROTC members at The Ohio State University
- Provided ten years of exemplary leadership, emphasizing leading by example
- Maintained a balanced approach, combining firmness and fairness in leadership style
- Ensured training programs adhered to the rigorous standards of the Marine Corps
- Cultivated a disciplined and proficient cadre of individuals
- Established a reputation as a seasoned and professional military leader.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
No Degree - Sociology
The Ohio State University
Columbus, OhioBOOST- "Broadened Opportunity for Officer Selection & Training" - College Prep English, Calculus, Physics
BOOST- Navy Prep School For MECEP Ohio State
Newport, Rhode Island06.1999
High School Diploma -
Galion Senior High School
Galion, Ohio06.1992
Skills
- Goal-Oriented
- Objection handling
- Closing Techniques
- Building rapport
- CRM software proficiency
- Script Memorization
- Customer Service
- Attention to Detail
- Adaptability and Dependability
- Verbal and written communication
- Professional Communication
- Inbound and outbound calls
- Strategic Decision-Making
- Product and service knowledge
- Results-Driven
- Scripted calls
- Email and Telephone Etiquette
- Sales expertise
Timeline
Director of Training Telesales
One United Global
06.2015 - Current
Agency Manager
One United
03.2015 - 01.2017
Call Center Agent, Inbound Sales
Eclick "Insured With A CLICK"
03.2010 - 03.2015
Telesales Agent
Apex
03.2005 - 03.2010
Staff Sergeant
United States Marine Corps
02.1993 - 01.2002
No Degree - Sociology
The Ohio State University
BOOST- "Broadened Opportunity for Officer Selection & Training" - College Prep English, Calculus, Physics
BOOST- Navy Prep School For MECEP Ohio State
High School Diploma -
Galion Senior High School
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