Amber Jansson

• Led a team of retention specialists, focusing on improving customer satisfaction and reducing churn for insurance products.
• Conducted 1:1 meetings with agents, offering coaching, feedback, and development plans to drive performance and exceed goals.
• Spearheaded the creation and implementation of new workflows, boosting team productivity and overall operational efficiency.
• Managed agent schedules and time-off requests, ensuring optimal coverage and compliance with company policies.
• Participated in interviewing and onboarding new team members, ensuring they were aligned with company culture and service standards.

• Collaborated with cross-functional teams to continuously enhance customer service and retention strategies.

• Managed a team of 5 sales agents, ensuring consistent achievement of sales and service goals while maintaining high standards of customer service.

• Monitored team performance, provided ongoing coaching and support, and developed strategies to exceed key performance indicators (KPIs).

• Handled customer service escalations, resolving complex issues and ensuring customer satisfaction and retention.

• Collaborated with agents to identify cross-selling and up-selling opportunities, resulting in increased revenue and customer loyalty.

• Conducted regular team meetings to track progress, share best practices, and promote a high-performance culture.

• Ensured all team members adhered to company policies, procedures, and compliance regulations.

• Sold a variety of insurance policies, consistently exceeding weekly metrics and sales goals.
• Built and maintained strong relationships with real estate agents and car dealerships to generate new business opportunities.
• Strategically partnered with external agencies to expand the customer base and grow a comprehensive book of business.
• Demonstrated exceptional client relationship management, resulting in increased customer retention and referrals.