frank vaccaro

Implements client experience and compliance standards for over 500 employees in 2 call centers. Manages a team of quality analysts responsible for the performance evaluation of front line staff.

* Provide coaching and training for team leaders to help increase sales units and written premium. * Facilitate sales workshops with new hires in training. * Implemented coaching lighthouse model currently being used by management to improve coaching standards. * Liase with the sales contest committee to help implement sales contests and initiatives to help exceed sales objectives for organization.

* Provide technical direction, training, coaching and support to both direct and indirect reports. * Lead performance management process through establishing individual and team goals, action plans, competency development and ongoing coaching * Responsible for quality control evaluations, documenting of audits and contributing to the assessment of performance for team members. * Maintaining effective internal and external relations through proficient customer service * Responsible for motivating and monitoring the team's productivity. * Completing performance reviews for direct reports. * Reviewing and recommending authority levels for direct reports. * Monitoring and analyzing service levels

* Responsible for New Group sales * Issuance of new home and auto policies * Responsible for new quotations in fast paced call center * Actively follow up on leads provided by other prospecting activities such as telemarketing, referrals and potential client list * Promptly returning prospect/client calls to ensure coverage and standards are met * Providing feedback, ideas and information to Team Leader in order to assist with new initiatives, programs, and sales techniques

Operating a multi line Insurance agency with the Cooperators, specializing in Home, Auto, Life, Health, business, travel, and Investments.