LORETTA STEPHENSON
Summary
Experienced leader dedicated to enhancing customer experiences and driving positive sales behaviors. Skilled in coaching, motivation, and building strong relationships. Seeking a role within a customer-centric organization that values feedback and creates memorable experiences. Committed to fostering a proactive sales culture and positively impacting both the organization and its customers.
Overview
33
33
years of professional experience
Work History
Sales and Service Team Leader
IAG
04.2018 - Current
- Building strong customer centered culture, keeping customer at heart of everything
- Coaching and driving strong customer outcomes
- Drive strong sales outcomes and contribute to the implementation of product and system changes
- Conduct regular coaching and mentoring sessions, providing feedback on performance reviews
- Lead weekly team meetings to review individual performance, encourage team collaboration, and develop sales strategies
- Manage engagement and absenteeism and oversee consultants in a work-from-home environment
- Collaborate with the Leadership Team to achieve Business Unit goals and targets
- Perform recruitment and selection tasks for sales team members
- Coach and train new and experienced consultants to meet and exceed sales and customer advocacy targets
- Assist team members with career progression and planning through coaching
- Coach and manage Enterprise Platform and New Brand changes, encouraging feedback to improve systems.
- Established a culture of accountability within the team that resulted in increased ownership over individual tasks and collective objectives alike.
- Improved team efficiency by empowering staff to own and drive their operational measures.
- Efficiently resolved escalations from dissatisfied customers, ensuring timely resolutions that promoted brand loyalty and fulfilling regulations.
Sales and Service Team Manager (Secondments)
IAG
01.2013 - 01.2018
- Developed high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation.
Sales and Service Consultant
IAG
12.2008 - 02.2013
Primary School Teacher
01.1992 - 01.2008
Education
Certificate 3 -
Financial Services
Emerging Leader Program -
12.2013
Post-Graduation - English Literature
Annamalai University
12.1998
Graduation - English Literature
Annamalai University
12.1995
Diploma -
Primary School Teacher’s Training
12.1992
Skills
- People Skills
- Sales drive
- Effective Communication
- Time Management
- Planning and Executing
- Resilience
- Positive Outlook
- Adapt to Change
- Emotional Intelligence
- Adapting Leadership Style
- Computer Literacy
- Building Strong Relationships
- Hybrid working arrangements
- Teamwork
Timeline
Sales and Service Team Leader
IAG
04.2018 - Current
Sales and Service Team Manager (Secondments)
IAG
01.2013 - 01.2018
Sales and Service Consultant
IAG
12.2008 - 02.2013
Primary School Teacher
01.1992 - 01.2008
Post-Graduation - English Literature
Annamalai University
Graduation - English Literature
Annamalai University
Diploma -
Primary School Teacher’s Training
Certificate 3 -
Financial Services
Emerging Leader Program -
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