Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Steven Loepp

Knoxville,TN

Summary

Dynamic Contact Center Manager with a proven track record at Enrollment First, excelling in performance management and regulatory compliance. Expert in CRM software and data analysis, I drive team productivity and enhance customer satisfaction through effective leadership and motivation. Achieved significant improvements in response times, fostering a culture of excellence.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Contact Center Manager

Enrollment First
Knoxville, TN
08.2017 - Current
  • Developed and monitored key performance indicators to evaluate team productivity.
  • Ensured compliance with company policies and regulatory standards within call center operations.
  • Provided leadership and mentoring to newly hired employees on various company programs.
  • Implemented strategies to enhance efficiency by reducing wait times and improving response times.
  • Ensured adherence to quality assurance processes, including scripting and call recording for all calls.
  • Oversaw integration of new technologies, such as automated dialers and CRM systems, into contact center.

Independent Agent

Self Employed Insurance Group
Knoxville, TN
08.2013 - 08.2017
  • Advised customers on optimal utilization of insurance coverage tailored to specific needs.
  • Maintained detailed records of client interactions and policy information for accuracy.
  • Coordinated with internal teams, including accounting and legal, to address complex issues.
  • Cultivated relationships with carriers, brokers, underwriters, and vendors to enhance service delivery.
  • Discussed policy features with customers, aiding in selection of suitable policies.
  • Provided training and leadership for new agents on industry best practices and company policies.

Sales/Accounts Manager

Travelers
Knoxville, TN
11.1998 - 08.2013
  • Developed a network of contacts within the industry which allowed for more effective prospecting efforts.
  • Hired and motivated high-performing sales team.
  • Formulated trusted relationships with key accounts.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Resolved customer complaints regarding sales and service.
  • Supported sales team members to drive growth and development.
  • Provided training support for new team members on best practices in sales processes and techniques.
  • Managed accounts to ensure customer satisfaction and account retention.

Education

Associate of Science - Business Administration And Management

South College
Knoxville, TN
08-1997

Skills

  • Performance management and quality assurance
  • Regulatory compliance
  • Customer relationship management and CRM software
  • Data analysis
  • Staff motivation

Certification

  • Life and Health Insurance License Life and Health Insurance License

State of Tennessee

  • Property and Casualty Insurance License Property and Casualty Insurance License

State of Tennessee

Timeline

Contact Center Manager

Enrollment First
08.2017 - Current

Independent Agent

Self Employed Insurance Group
08.2013 - 08.2017

Sales/Accounts Manager

Travelers
11.1998 - 08.2013

Associate of Science - Business Administration And Management

South College

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