Tammy Poole Email & Phone Number | Top performing executive leader with proven success building and growing Customer Experience teams in challenging, high-stakes environments. Thought leader in contact center strategies for financial services, life, worksite and Medicare health insurance. Demonstrated record of exemplary team building and talent retention, establishing and serving high performing teams, building capability & delivering improved business results. Reputation for empathic leadership, motivating and supporting teams resulting in maximized Customer Experience and sales output within a call center. -Grew the agency headcount by 350% in under 6 months, recruiting over 30 new agents in time for the most pivotal sales period of the year. -Developed a custom agent training program to support all 7 learning styles to sell Medicare plans for 16 carriers across 14 states in a plan-agnostic way, which was core to the company’s culture, resulting in 100% of agents selling with one-call closes in their first sales cycle. -Doubled agent occupancy through the implementation of a blended inbound/outbound strategy -Developed empathy-first leadership in the agency culture, improving employee morale and performance, reducing turnover and increasing sales. Lead with the core belief that serving employees serves customers and the company, and that employees are people, not machines. -Developed agent loyalty, my reputational superpower, through intrinsic and extrinsic motivation. Best practices include actively listening to all employees, investing time into friendly competitions, consistent constructive feedback, and adding bits of fun into the agency’s culture. -Retained 92% of call center agents since inception of the agency retaining talent and saving the company turnover costs that can amount to over 200% of an agent’s salary. For comparison, average industry turnover rates are 70% YOY

Tammy Poole

Top performing executive leader with proven success building and growing Customer Experience teams i...
Jacksonville, Jacksonville, United States

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Tammy Poole’s Email tpoole@amerilife.com

Tammy Poole’s Phone Numbers +1 888-778-****

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Tammy Poole’s Location Jacksonville, Jacksonville, United States

Tammy Poole’s Current Industry

Tammy Poole’s Prior Industry Seekmedicare | American Insurance Adminstrators An Amerilife | Allstate Workplace Division | Allstate | Kindercare Learning Centers

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Work Experience

Clover Health

Head of Customer Experience and Insights

Present

Seekmedicare

Senior Vice President Customer Experience

2020-11-01 00:00:00 - 2022-04-01 00:00:00

American Insurance Adminstrators An Amerilife

Vice President Customer Care & Business Process Architecture

2011-04-01 00:00:00 - 2020-11-01 00:00:00

Allstate Workplace Division

Director

2004-03-01 00:00:00 - 2010-11-01 00:00:00

Allstate

Customer Care Manager

2000-03-01 00:00:00 - 2004-01-01 00:00:00

Kindercare Learning Centers

Center Director

1997-06-01 00:00:00 - 2000-03-01 00:00:00

Skills

No Skills Available

Languages

No Languages Available

FAQ About Tammy Poole

Tammy Poole is located at
Jacksonville, Jacksonville, United States

Tammy Poole is a Top performing executive leader with proven success building and growing Customer Experience teams in challenging, high-stakes environments. Thought leader in contact center strategies for financial services, life, worksite and Medicare health insurance. Demonstrated record of exemplary team building and talent retention, establishing and serving high performing teams, building capability & delivering improved business results. Reputation for empathic leadership, motivating and supporting teams resulting in maximized Customer Experience and sales output within a call center. -Grew the agency headcount by 350% in under 6 months, recruiting over 30 new agents in time for the most pivotal sales period of the year. -Developed a custom agent training program to support all 7 learning styles to sell Medicare plans for 16 carriers across 14 states in a plan-agnostic way, which was core to the company’s culture, resulting in 100% of agents selling with one-call closes in their first sales cycle. -Doubled agent occupancy through the implementation of a blended inbound/outbound strategy -Developed empathy-first leadership in the agency culture, improving employee morale and performance, reducing turnover and increasing sales. Lead with the core belief that serving employees serves customers and the company, and that employees are people, not machines. -Developed agent loyalty, my reputational superpower, through intrinsic and extrinsic motivation. Best practices include actively listening to all employees, investing time into friendly competitions, consistent constructive feedback, and adding bits of fun into the agency’s culture. -Retained 92% of call center agents since inception of the agency retaining talent and saving the company turnover costs that can amount to over 200% of an agent’s salary. For comparison, average industry turnover rates are 70% YOY

Tammy Poole currently works in the

No Languages Available

Tammy Poole has prior
experience in the following industries:
Seekmedicare | American Insurance Adminstrators An Amerilife | Allstate Workplace Division | Allstate | Kindercare Learning Centers

Tammy Poole has the following professional experience:
Clover Health | Seekmedicare | American Insurance Adminstrators An Amerilife | Allstate Workplace Division | Allstate | Kindercare Learning Centers