At Choice Homes, outsourced through The Call Gurus, I handled 500 to 700 inbound and outbound calls per day for a home appliance warranty provider. I qualified homeowners on coverage needs and eligibility, achieving a 10% to 15% qualification rate, and passed qualified leads to the sales team.
At Globe Life, I supported policyholders by phone, email, and live chat, resolving policy and billing concerns and maintaining accurate CRM records. I also served as a subject matter expert and Deputy Team Lead at Choice Homes, training 17 new hires and handling escalations in the supervisor's absence.
