Josh Ferrall
Licensed Life & Health Insurance Agent at EasyHealth- Claim this Profile
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Bio
Credentials
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Certified Life & Health Insurer
National Association of Insurance Commissioners (NAIC)Jun, 2021- Nov, 2024 -
Certified Property & Casualty Insurer
National Association of Insurance Commissioners (NAIC)Jun, 2017- Nov, 2024
Experience
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EasyHealth
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United States
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Hospitals and Health Care
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1 - 100 Employee
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Licensed Life & Health Insurance Agent
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May 2021 - Present
Responsible for assessing and analyzing health insurance needs for clients.*Take inbound and outbound calls while providing excellent client experience.*Work with other teams to ensure clients’ needs are met throughout the sales process.*Meet daily, weekly and monthly KPI’s while contributing to the team’s goals.*Navigate multiple systems at once while speaking to clients over the phone.*Top 3% sales agent during AEP 2021. Responsible for assessing and analyzing health insurance needs for clients.*Take inbound and outbound calls while providing excellent client experience.*Work with other teams to ensure clients’ needs are met throughout the sales process.*Meet daily, weekly and monthly KPI’s while contributing to the team’s goals.*Navigate multiple systems at once while speaking to clients over the phone.*Top 3% sales agent during AEP 2021.
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TLC Associates
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United States
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Outsourcing/Offshoring
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100 - 200 Employee
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Director of Contact Center Operations
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May 2018 - May 2021
Oversaw and responsible for the day-to-day operations of a BPO contact center with multiple programs and staff up to 250 individuals.*Managed multiple client relationships and operational performance within the call center.*Implemented our work from home model and successfully managed those teams.*Leveraged analytics to identify key opportunity areas and improve important client KPI’s.*Interfaced with clients during weekly meetings.*Utilized management team to delegate assignments to meet client goals and objectives.*Protected and grew our core customer experience and brand loyalty metrics.
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Senior Operations Manager
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May 2014 - May 2018
Oversaw and responsible for the day-to-day operations of multiple programs within the contact center.*Lead and managed eight supervisors to ensure their teams met client goals.*Worked directly with the training department to close gaps with new hires as they transitioned to production.*Lead coaching and development meetings to grow our bench of future supervisors.*Researched customer escalations, provided root cause analysis and responded to emails from client services and clients.
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Operations Supervisor
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Oct 2012 - May 2014
Lead a sales team of 20 contact center professionals.*Listened to calls and coached team members for success.*Conducted 1:1’s and performance reviews to ensure that quality and sales quotas were met.*Analyzed daily, weekly and monthly call and chat metrics and reports and shared recommendations based on my analysis.*Ensured that we exceeded on hitting client goals for service level (SLA), sales, quality & retention.
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Education
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2006 - 2010
University of Iowa
Bachelor of Arts - BA, Interdepartmental Studies
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