Tyler Bah

Net Promoter Score Driver

• Brought awareness around Question 2 in the UES Survey and helped drive the site from 78 to 86 overall NPS over 60 days.
• Put numbers into action by providing bi weekly NPS Updates for the Site and NPS action plans for All Day agents.

Digital Mindset Coachability

• Identified team drivers to be top of the site in RTA and Remote Signature %.
• Garnered buy in on Remote Signature taking the team from a 20% usage to over 40% usage.
• Maintained All Days Performance while improving digital results.

Agent Development

• Enhanced Agent experience by maintaining Agent 1:1's every Friday. Brought a different style of coaching to All Day that Agents found refreshing and empowering.
• Allowed for me to get ahead of potential issues such as top performers leaving the role and Agents feeling mentally stuck.
• Established networking game plans for A-team and All Day Agents and connected them with colleagues across the Enterprise.

Personal Brand Development

• Created my own identity as the “glue guy" for the Site.
• Bridged the gap between Agent and Leadership.
• Provided the WHY behind initiatives and made it easy for Agents to see the larger picture.

• Displayed a strong ability to work and collaborate with UHC and Vendor Site Leadership. (Supervisors, Team Lead and Coaches)
• Delivered effective one on one coaching on a daily basis during the Annual Enrollment Period.
• Analyzed call metrics and worked closely with Internal and Vendor Leadership to develop best practices for agents.
• Built and maintained relationships with Agents which helped foster a positive culture.