Promoting Individual and Company Success With Call Center Operations Manager, Kerianne Bastone
February 28, 2023 | Winston
Kelly: Kerianne, you have been with Winston for over 10 years, which is amazing! What is your favorite thing about working here?
Kerianne: Many things have made me proud to be a part of this team. It starts with feeling valued and supported by our friendly and collaborative team environment. Over the last ten years, my contributions have been especially impactful with talent development. We have successfully promoted various teammates into new and exciting roles within the organization. Empowering our team members to grow professionally and reach greater potential is the most rewarding part of being a leader.
Kelly: How have you seen Winston adapt to change over the last 10 years?
Kerianne: Winston has grown significantly since I started in 2013. We have expanded our footprint under Brown & Brown and provided support to customers across multiple industries. Even when we faced unprecedented times during a Global Pandemic, we’ve taken a progressive approach to our Service Delivery model to ensure our customers would not feel any disruptions in their business.
Kelly: Our call center continues to receive excellent feedback from employees and employers who use our services. What do you think makes our call center so successful?
Kerianne: As leaders, we pride ourselves on cultivating an environment that fosters our teammates’ growth and provides them with the tools they need to succeed. We lean on our Training & Development efforts to build and deploy a fully immersed and interactive training approach, including knowledge assessment and retention.
Kelly: How does our call center prepare for the large increases in call volume during Open Enrollment periods?
Kerianne: Meticulous planning, collaboration, and accountability tracking are critical drivers in our Open Enrollment success. In a post-pandemic world, we’ve quickly expanded our remote workforce to ensure a seamless transition using our cloud-based telephony software while leveraging various other technological and process improvement strategies.
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