Virginia Sullenberger
Port Richey,FL
Summary
Results-oriented, visionary leader and sales management professional with over 22 years of experience, equipped to revitalize sales operations and align procedures to maximize profits and surpass company sales goals. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading exceptional teams. Focused on motivating others and helping individuals uncover their full potential while cultivating a collaborative team environment and culture that fosters employee retention.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Contact Center Sales Manager
Ensurem LLC
05.2021 - Current
- Manage and develop successful team of 180 call center sales representatives and supervisors providing quality and efficient sales and customer service for clients.
- Demonstrate high level of professionalism while creating an environment that fosters teamwork, success, and accountability.
- Conduct performance reviews for staff members to increase performance and exceed CMS regulation requirements resulting in multiple awards from carriers.
- Provide real-time coaching, guidance and feedback to supervisors and agents to achieve development goals, resulting in an increase in sales year over year by 50%.
- Consistently hold team members accountable for improvement in sales rates, costs, and KPI's resulting in improved efficiency and allowing us to surpass company goals month over month.
- Preparing reports and analyzing call center data to improve processes, ensuring resources are properly allocated and customer satisfaction is achieved.
- Collaborate with leaders in other departments to improve processes within call center in order to maximize efficiency and improve ROI.
- Develop quality employees within call center to take over leadership positions by implementing programs which offer clear pathways for growth and opportunities to advance.
- Implemented innovative strategies to increase agent engagement for both in office and virtual settings resulting in increased morale.
- Implemented programs to increase employee loyalty and reduce turnover fostering the importance of communication and maintaining our family culture.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Lead daily team meetings to review performance, set targets and motivate staff.
Contact Center Supervisor
Ensurem LLC
04.2020 - Current
- Monitored and evaluated agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
- Built, established and maintained open lines of communication with agents, peers, trainers, managers, QA specialists, IT, Compliance.
- Fully documented all conversations of coaching, behavioral discussions and performance conversations providing a clear vision to success and career development with each agent.
- Supported and promoted all company and departmental sales, service, and quality initiatives, consistently outperforming 8 other teams.
- Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals on a monthly basis.
- Reported, analyzed and resolved system, customer, and operational issues that impact service quality.
- Interviewed and hired prospective agents that possess the qualities that make a successful agent.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Built and maintained a positive working environment that attracts and retained high quality staff resulting in less turnover.
- Addressed challenging customers and problems that require escalation outside of the department.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
Agent
TZ Insurance Solutions
08.2016 - 04.2020
- Made outbound calls and fielded inbound calls from potential clients using CRM platform to promote Medicare Supplement and various ancillary insurance products.
- Built rapport with clients through clear communication and thorough knowledge of products.
- Overcame objections with persuasion and persistence while presenting a clear and concise presentation.
- Completed quotes and applications using multiple carrier sites.
- Exceeded sales goals and quotas on a regular basis, leading to being offered a supervisor position.
- Was second highest sales agent on current project for 3 straight years.
- Followed up with clients to ensure they were happy, have received their paperwork, and asked for referrals.
- Demonstrated a high degree of integrity and followed quality assurance requirements.
- Actively participated in training and ongoing coaching to improve my craft.
- Worked collectively as a team and helped other members as we push to hit our team goals.
- Handled and promptly resolved customer complaints to maintain professional relationships.
Sales Manager and Individual Producer
Your Insurance Group /Mortgage Protection Plus
01.2000 - 08.2016
- Oversaw the sale of final expense, mortgage protection, retirement, and health insurance products in Central Virginia, and managed thirteen agents.
- Instrumental in the building of the first team in Virginia, and attained group sales goals of over $75,000 AV a week.
- Responsible for prospecting and hiring new agents resulting in an increase in sales force by over 50%.
- Organized and implemented training courses for all new agents – increased profitability and provided cross-functional team training, coaching and mentoring.
- Built and established new accounts by successfully solving the client's needs while warm and cold calling, and tenaciously maintained current accounts.
- Expanded business through successful networking and obtaining referrals from satisfied clients resulting in 25% increase in overall sales.
- Produced personal business in excess of $200,000 per year.
- Met and exceeded all quotas resulting in invitations to all company trips and recognition of performance consistently year over year.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Evaluated performance against goals and implemented appropriate development plans.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Built relationships with customers and community to establish long-term business growth.
Education
Bachelors of Science Health - Education
Longwood College
Farmville, VA05.1998
Skills
- Strategic Vision
- Microsoft Office & Multiple Payroll Systems
- Motivation of Employees and Creating Culture
- Leadership and People Management Skills – Attract, retain, motivate, coach and develop leaders
- Communication Skills – Excellent written and oral
- Collaboration Skills – Influence, build relationships, navigate politics, manage conflicts, and negotiation
- Technology Skills - Familiar with multiple CRM platforms and contact center software
- Closing and Sales Abilities – Uncanny ability to build relationships, rapport, and teach selling techniques
- Policy Development and Enforcement
- Project Planning/Employee Engagement
- Workforce Management
- Employee Coaching and Mentoring
- Collaborate Cross-Functionally
Certification
- Florida Life, Health, and Annuity License - 1998
- Licensed in over 30 states
- VA Department of Criminal Justice Private Investigations Certification - 2013
Timeline
Contact Center Sales Manager
Ensurem LLC
05.2021 - Current
Contact Center Supervisor
Ensurem LLC
04.2020 - Current
Agent
TZ Insurance Solutions
08.2016 - 04.2020
Sales Manager and Individual Producer
Your Insurance Group /Mortgage Protection Plus
01.2000 - 08.2016
Bachelors of Science Health - Education
Longwood College
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