Experience

FEV Tutor

• United States
• Education Administration Programs
• 1 - 100 Employee

• Customer Care Team Leader

  • Jun 2023 - Present



TBD

• 100 - 200 Employee

• Currently seeking next amazing opportunity

  • Oct 2022 - Jun 2023



Wayfair

• United States
• Retail
• 700 & Above Employee

• Customer Service Manager

  • Nov 2018 - Oct 2022

  Built solid and collaborative relationships with consultants, customers, managers, and senior leadership throughout the network to maintain a positive and successful work environment. Quarterly Employee Network Promoter Score consistently ranged between 70-90. Actively monitored team engagement, ensuring employees were engaged and fulfilled. Particularly focused on this during the transition from site to remote in 2020, resulting in employee retention and exceptional customer service was provided. Managed day-to-day operations of a customer service team supporting customers across the online furniture and home goods business line. Conducted research and reviewed findings to solve team and site performance issues. Provided detailed performance data to senior leadership every week. Identified gaps and bottlenecks in performance and instituted structured development plans based on specific KPIs for each consultant. Projects led to improved customer experience, as reported through customer satisfaction surveys. Recognized in quarterly companywide meetings for significant team performance improvement. Interviewed consultant candidates and made hiring recommendations to the recruiting team. Onboarded new consultants and supported success post-training through regular coaching and team meetings. Show less



Travelers

• United States
• Insurance
• 700 & Above Employee

• Business Center Team Leader

  • Aug 2014 - Nov 2018

  Built solid and collaborative relationships with consultants, customers, managers, and senior leadership throughout the network to maintain a positive and successful work environment. Led a team of 12-16, composed of 3 different functional groups; Endorsements (endorsements, audits & cancellations), Renewals, and Broker of Record. Developed and implemented appropriate plans to resolve unfavorable trends and enhance customer experience. Monitored team operations and workflow during busy periods, partnering with peers and workforce management in making adjustments to improve pace. Developed solid and positive relationships throughout the site, country, and internationally through communication, training, and development coaching.Prepared and distributed monthly, quarterly and annual reports to senior leadership regarding performance.Led an on-demand catastrophe claims team of 25-30 agents, supporting overflow claims during high volume. Show less

• Senior Policy Service Specialist

  • Jun 2005 - Nov 2014

  Met service targets consistently by overseeing specific orders and overall workflow in the service department.Maintained knowledge of policies and procedures to successfully support team members with questions/performance and provide production support in times of high volume.Oversaw the preparation and delivery of new hire endorsement team training. As well as provided continuous support post-training. Developed long-term relationships with partners throughout the network and customers.Improved quality of service by recommending process enhancements and improvements in customer service experiences. Provided feedback and suggestions about improving processes and services to balance company objectives and customer experiences. Show less