Summary
Overview
Work History
Education
Skills
Football, Gym, Health and Fitness
Timeline
Generic

Jerome Beckford

Woombye,QLD

Summary

I am a highly motivated individual with great leadership qualities, highly proficient in achieving excellent results in KPI's and people metrics. I have extremely high EQ which sees me foster great relationships and trust within a team. I am able to achieve greatness through an analytical approach to tasks and situations and have a very strong understanding of how to motivate others to achieve greatness. I believe I have the right assets to help any company achieve it's goals and ambitions. I poses talents for team building, leading,motivating and am proficient in using independent decision-making and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

14
14
years of professional experience

Work History

Retention Manager

Youi Insurance
01.2024 - Current
  • Meet and exceed Business Plan KPI targets by motivating, coaching and developing a team of Retention Team Managers
  • Ensuring the continued delivery of awesome service
  • Enhance overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.
  • Regularly reviewed and updated retention policies to ensure alignment with company objectives.
  • Championed the use of data-driven approaches in decision-making processes, empowering team members to make informed choices that positively impacted retention rates and overall KPI's
  • Facilitate onboarding sessions and on-the-job training for new hires bolstering position and skillset knowledge.
  • Maintain adherence to company policies and procedures
  • Recruit, Interview and hire employees in both Advisor and Team Manager positions.
  • Participate in writing and building Incentive structures to drive performance and adhere to regulatory demands.
  • Conducting one on one's and coaching to the Team Managers to produce optimum performance.
  • Report Breaches of legislation, regulation or policy.
  • Identify potential risks and act accordingly to mitigate those risks

Client Services Manager

Youi Insurance
06.2018 - 01.2024
  • Meet and exceed Business Plan KPI targets by motivating, coaching and developing a team of Client Service Team Managers
  • Ensuring the continued delivery of awesome service
  • Enhance overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.
  • Championed the use of data-driven approaches in decision-making processes, empowering team members to make informed choices that positively impacted Customer Service, Sales and overall KPI's
  • Facilitate onboarding sessions and on-the-job training for new hires bolstering position and skillset knowledge.
  • Maintain adherence to company policies and procedures
  • Recruit, Interview and hire employees in both Advisor and Team Manager positions.
  • Participate in writing and building Incentive structures to drive performance and adhere to regulatory demands.
  • Conducting one on one's and coaching to the Team Managers to produce optimum performance.
  • Report Breaches of legislation, regulation or policy.
  • Identify potential risks and act accordingly to mitigate those risks

Retention Manager

Youi Insurance
04.2015 - 06.2018
  • Meet and exceed Business Plan KPI targets by motivating, coaching and developing a team of Retention Team Managers
  • Ensuring the continued delivery of awesome service
  • Enhance overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.
  • Regularly reviewed and updated retention policies to ensure alignment with company objectives.
  • Championed the use of data-driven approaches in decision-making processes, empowering team members to make informed choices that positively impacted retention rates and overall KPI's
  • Facilitate onboarding sessions and on-the-job training for new hires bolstering position and skillset knowledge.
  • Maintain adherence to company policies and procedures
  • Recruit, Interview and hire employees in both Advisor and Team Manager positions.
  • Participate in writing and building Incentive structures to drive performance and adhere to regulatory demands.
  • Conducting one on one's and coaching to the Team Managers to produce optimum performance.
  • Report Breaches of legislation, regulation or policy.
  • Identify potential risks and act accordingly to mitigate those risks

Retention Team Manager

Youi Insurance
04.2012 - 04.2015
  • Ensure consistent focus on saving cancellation requests, renewing policies and cross selling products
  • Ensure all new team members are inducted into the team environment.
  • Ensure the team’s Saves rate is consistent with, and better than, the business plan requirement.
  • Ensure correct application of the Retention process in order to minimise policy cancellations.
  • Ensure the team’s Message Turn Around Time (TAT) is kept to an absolute minimum to effect awesome client service.
  • · Identify performance gaps and manage appropriately.
  • Conduct regular coaching sessions with the team.
  • Complete regular compliance training and information sessions with the team
  • Monitor calls and provide feedback which is documented.

Retention Advisor

Youi Insurance
03.2011 - 04.2012
  • Remain above productivity targets to ensure the Service Levels targets are achieved.
  • Implement Save techniques learned in coaching from team Manager.
  • Achieve above target KPI's in Save Ratios and Sales to cancellation ratios.
  • Adhere to company policies and procedures to ensure compliance for regulators.
  • Live and breath the youi values


Sales Advisor

Youi Insurance
04.2010 - 03.2011
  • Remain above productivity targets to ensure the Service Levels targets are achieved.
  • Implement Sales techniques learned in coaching from team Manager.
  • Achieve above target KPI's for conversion
  • Adhere to company policies and procedures to ensure compliance for regulators.
  • Live and breath the youi values

Education

Some College (No Degree) -

Sunshine Coast Tafe
Sunshine Coast, QLD

Skills

Ignition Program

Acceleration Program

Football, Gym, Health and Fitness

I enjoy playing football, regularly training in the gym and overall Health and Fitness

Timeline

Retention Manager

Youi Insurance
01.2024 - Current

Client Services Manager

Youi Insurance
06.2018 - 01.2024

Retention Manager

Youi Insurance
04.2015 - 06.2018

Retention Team Manager

Youi Insurance
04.2012 - 04.2015

Retention Advisor

Youi Insurance
03.2011 - 04.2012

Sales Advisor

Youi Insurance
04.2010 - 03.2011

Some College (No Degree) -

Sunshine Coast Tafe

Similar Profiles

CREATE PROFILE
Jerome Beckford