Company: Western and Southern Financial Group, Cincinnati, OH
Company Description: Western & Southern company's heritage dating back to 1888, has been serving families and businesses with our diverse range of life insurance, annuities and investments. Our knowledge in planning for retirement and small business services help protect futures. As one of the world’s strongest life insurance companies, we are here for every stage of life.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Training Professional of the Year
 Nomination Title: Adam Brown
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 193 words used.
Adam Brown joined the Enterprise Engagement Center (EEC) in January 2022 as a Client Relationship Center (CRC) Trainer. With more than 20 years’ experience in education and learning development, Adam brought an extensive portfolio to the team.
Adam made an impact quickly, learning the phone job and earning the LOMA designations- Fellow, Life Management Institute (FLMI); Fellow, Secure Retirement Institute (FSRI); Associate, Insurance Regulatory Compliance (AIRC), and Associate, Customer Service (ACS), but most importantly, Adam developed necessary relationships within the department to become a trusted ally to help execute enhancements to training. Due to impact he made, Adam was promoted to Training Consultant October 2022.
As a Training Consultant, Adam’s expertise was leveraged to build the training programs in the EEC. Adam’s contributions in his new role were recognized and he was promoted to Assistant Manager, Training Consultant in July 2023.
As the EEC grew, Adam’s responsibilities expanded. Adam received responsibility to have a CRC Trainer reporting to him. This provided him with the opportunity to help develop and grow his team. With each step in his career, Adam tackled the obstacles and demonstrated the passion for proper education and development of associates.
- Outline the nominee's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 221 words used.
Adam’s contributed significantly to the team since joining. In the Enterprise Engagement Center, Adam effectively completed the following:
- 75 associates trained on New Hire through advanced skill sets
- 3rd Party Consultant Training: 35 associates trained
- 11 new courses developed
- 145 updates to existing courses
- 4,242 updates to Knowledge Management Database articles
In addition to the above, Adam was able to make impactful improvement to training without negatively impacting new hire experience by reducing training from 4 weeks down to 3 weeks saving 40 hours. As well as, making adjustments to part-time training from 3 months down to 3 weeks saving 160+ hours of training.
Due to Adam’s skillset, he was leveraged to assist during enterprise initiatives as well as training for other departments which was beyond his scope of responsibility.
- Developed and facilitated training for IVR Authentication Enterprise Project.
- Updated existing and created new job aids/training documentation to use as part of a Processing Surge Initiative due to queue volumes.
- Updated existing and created new job aids/training documentation, including a new course for Annuity Department.
- Annuity Claims- updated and created new training, including a new course.
- Lafayette Life Insurance Company- updated and created new processing job aids.
- Annuity Phone Training- Created training from side by side observations to eLearnings. Reducing training overall by 11 weeks while not impacting phone coverage.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 241 words used.
Adam’s contributions are unique and significant, due to what Adam has accomplished and what he has evolved the role into.
Adam has reconstructed and innovated the training in the Enterprise Engagement Center (EEC). His achievements are incomparable because he has developed something new to our organization and department. Adam sees the opportunities and does not shy away. He takes the time and energy to formulate a plan of action to help the teams succeed. Adam’s contributions assisted in the following:
- Customer NPS score-78 – exceeding stretch goal for the year with 8% growth.
- PRT Training aided in 100% Improvement in turnaround time.
- Leads training contributed to achieving 125% to goal.
But it doesn’t end there. Adam is a learner. He learns from feedback. He follows up with the departments and trainees to see how it could improve for the following class. He introduced a New Hire Survey immediately following the class and a 30- day survey.
- 100% agreed/strongly agreed:
- Training objectives were clearly defined
- Course materials were easy to follow
- The facilitator enhanced my learning
- Activities aided in the learning process
- They felt confident applying training to calls
He understands training continues to evolve and takes feedback from the surveys and adjusts to continue to improve the training.
This is why the EEC has truly developed a unique training team and program, and this has stemmed from Adam and the achievements he has made since joining the company in January 2022.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 40 words used.
Attached are various training materials Adam has created since joining the team.
- [REDACTED FOR PUBLICATION]
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