Senior Customer Engagement Specialist

• May 2022 - Present

Customer Engagement Specialist

• Mar 2020 - Present

● Identify and implement transformational changes to generate efficiencies and drive better customer experiences.● Lead/senior member of Genscape Client Services team. ● Responsible for strategic accounts and more advanced client issues.● Work with end users/clients to ensure subscriptions are accessible and assist with platform functionality training.● Responsible for proactively understanding and supporting customers desired business outcomes.● Share insights and collaborate with appropriate business partners to drive customer centric decisions.● Created and maintained an extensive training portfolio for existing and new employees, primarily focusing on internal processes, Salesforce, product suite and SaaS● Identify new sales and client engagement opportunities.● Manage and process incoming requests from sales, clients and analysts.● Managed, maintained and reconciled detailed client records, contracts and entitlements● Enforce and upkeep company records and SOP.● Maintain user-based permissions in SalesForce and proprietary platforms.● Preform audits in order to ensure accuracy.● Collaborate across various product teams and business segments to ensure client issues and needs are being met. Show less

Sales Support Associate

• May 2019 - Mar 2020

● Nominated for “Rookie of the Year” by fellow coworkers and managers.● Awarded “2019 Pricing Strategy of the Year”. (Team based award)● Create, plan and execute marketing campaigns based upon market and sales teams needs.● Create pipeline reports for sales VP to present in monthly meetings.● Qualify leads and maintain SalesForce.com hygiene for the sales team, reporting to the VP of Sales● Regular customer outreach to provide updates on product enhancements, webcasts, white papers and research updates.● Assist/own prospect follow up as assigned● Manage and qualify inbound leads and scheduling calls for senior sales leaders● Work with sales team to efficiently manage outbound lead process to generate new prospects for senior salespeople● Collaborate with internal teams on sales activities and team updates● Conduct Market/Account level research Show less

Customer Advocate

• Jul 2017 - May 2019

● Provide exceptional customer service to clients in order to further solidify business relationships. ● Work with other departments both locally, nationally and internationally to solve customer shipping and product needs from our various factories ● Provide quotes for clients and enter orders for clients ● Filter through various lead sources to identify possible upselling opportunities and/or new customers. ● Obtain important qualification information from prospects in order to streamline the sales process for our outside sales team. ● Coordinate and support outside sales customers by taking care of administrative tasks while also providing excellent customer service. ● Provide product recommendations/solutions to designers and engineers. ● Maintain and exceed Metrics set by management. Show less

Commerical Lines Account Manager

• Jan 2016 - Jul 2017

●Work with sales staff, insurance companies and clients to maintain sales and service standards. ● Audit all policies and prepare for delivery to clients. ● Analyze contracts for clients in order to identify possible insurance gaps. ● Process invoicing; prepare internal allocation using applicable rates and exposure bases. ● Interact with clients, insurance companies and third parties regarding policy amendments or coverage questions ● Maintain policy applications. ● Manage all coverage changes during policy year through the agency management system. ● Review audits and bills. ● Resolve audit discrepancies with clients and insurance companies. ● Process certificate requests using judgement regarding needed endorsements, set up monthly reports, reconcile invoices from accounting. ● Built long lasting business relationships with clients. Show less

Sales Account Executive

• Jan 2015 - Jan 2016

●Prospected and cold called ● Forecasted industry trends and recommended solutions based upon those trends to my clients. ● Actively prospected new opportunities to develop my skill set and knowledge as it pertains to my clients industry and marketing/consumer trends and changes. ● Developed and executed contracts. ● Analyzed customer’s current market challenges and created a strategic and proactive marketing campaign that would help solve those customers’ issues. ● Executed strategic account development by creating and implementing processes aimed at delivering a professional, informative and consistent process with clients ● Created and delivered presentations and proposals. ● Proactively solved any issues that may rise before, during or after a campaign had been completed. ● Created and maintained direct, day to day contact with clients, creative teams, copywriters and account coordinators to ensure all levels of the client’s campaign were being delivered on time and correctly. ● Strengthened key partnerships with clients, increasing regional retention Show less

Business Development

• Aug 2012 - Jan 2016

●Serviced commercial and personal lines of business for the agency as a whole. This included over 2000 clients ranging from personal lines to commercial. ● Effectively coordinated with personnel from multiple departments and companies to insure all changes and policy servicing has been completed. ● Identified qualified potential clients generated from a variety of sources, including networking, referrals, marketing, cold calling, blog writing and social media. ● Presented products and services based on client’s needs and goals. ● Effectively and efficiently managed a large book of clients. Which included but was not limited to cross selling additional products, policy changes/servicing and consulting. ● Used proactive problem solving skills to troubleshoot customer and agency issues. Show less

Account Services Intern

• Aug 2008 - Jan 2009