Elsa Kebede

Direct line of support for my manager, develop and support employees on the team, and act as a second line of defense for escalations. Provide superior support to Advisors, Sales Representatives, clients, and all business partners through pre-sale or post-sale activities as required. Share and contribute to the Sales Consultant's sales plans. Key contact for escalations, subject matter expert, Regional Champion, trainer, manager delegate, and mentor for new employees. Assist with career development. Support and contribute to the client relationship manager.

• Built strong relationships with customers through a positive attitude and attentive response.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Promoted high standards through a personal example to help each member understand expected behaviors and standards.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
• Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Worked with team to identify areas of improvement and devised solutions based on findings.

Key contact for account management including post-sales activities, complex contractual and plan design inquiries, and installation of new business through client strategy.

• Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
• Consistently met or exceeded performance metrics by prioritizing tasks effectively and maintaining a strong focus on achieving results.
• Accountable for resolving client/advisor inquiries by determining appropriate action for complex issues, both internally and externally, with minimal management involvement, in addition to proactively recommending solutions and ideas when resolving problems.
• Assist Sales Consultant with identifying opportunities for additional premiums, participating in advisor meetings, preparing documents, ordering reports, etc
• Identify cross-selling opportunities and provide superior service to achieve regional sales targets as well as promote group block retention and persistency rates within the Region.
• Championed process improvements by analyzing workflows, recommending changes, and monitoring results post-implementation.
• Delivered exceptional client service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Built strong relationships with clients through effective communication and consistent follow-up.
• Liaised with sales, service, and management teams to develop solutions and accomplish shared objectives.
• Cultivated a positive working environment within the Client Relations team, fostering collaboration among colleagues in pursuit of common goals.
• Provided comprehensive training to new team members, equipping them with the skills needed for success in their roles.
• Resolved complex client issues through diligent research and collaboration with internal resources.
• Delivered superior Client service to strengthen relationships and drive future business revenue.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.