Experience

Golden Rule Plumbing, Heating, Cooling & Electrical

• United States
• Specialty Trade Contractors
• 1 - 100 Employee

• Customer Service Manager

  • apr. 2022 - - Prezent



Venerable

• United States
• Insurance
• 200 - 300 Employee

• Enterprise Solutions Consultant

  • iun. 2021 - apr. 2022

  · Work with call center and back-office teams through entire process of development life cycle, including analysis and design, business and functional requirements creation and analysis, data analysis, system design, development, testing, and implementation. · Guide, motivate, and develop stakeholders to support effective implementation of initiatives· Plan, implement, and control resource utilization with consideration of budget· Prepare, deploy, and conduct innovative technical training programs to staff· Partner closely with operations business unit leaders to assess training needs and certification requirements· Manage the training program in accordance with company objectives, business needs, and application regulatory requirements



GuideOne Insurance

• United States
• Insurance
• 500 - 600 Employee

• Customer Service Manager

  • dec. 2015 - mai 2021

  ● Oversaw department collaboration including management of multiple customer contact points including phone, e-mail, and web chat to exceed productivity and customer service expectations based on established SLAs● Supervised all activities related to Core, Specialty, and Programs claims first notice of loss intake to ensure policyholder and claimant reports and claims inquiries are handled promptly and efficiently● Key stakeholder for new GuideWire system implementations including Commercial Lines Policy Administrative System, Billing Administration System, and Claims Administration System● Key stakeholder for telephony system integration and administration● Created and maintained defect management, triage, and navigation processes for triage in the Customer Care Center (CCC) through JIRA, Confluence, and CRMs.● Worked directly with business analyst group/ IT to identify and address defects in GuideWire platforms● Cultivated relationships with external program partners to enhance business relationships● Created, performed and delivered detailed reports/analysis to executive leadership to ensure operational efficiency and determine staffing requirements● Consulted with internal and external stakeholders to evaluate data to ensure expectations were met or exceeded● Monitor and evaluate a team of 18 employees on performance, learning and coaching opportunities, and professional development● Developed and continuously maintained training curriculum● Cultivated cross departmental relationships to improve customer experience● Responsible for contract negotiation, maintenance, and personnel hiring through vendor management● Owner/Administrator for SharePoint; repository for training materials, processes and procedures



Submittal Exchange

• United States
• Architecture and Planning
• 1 - 100 Employee

• Sales Coach

  • iun. 2014 - oct. 2015

  I was responsible for creating, maintaining, and training new hire curriculum to coincide with organizational goals. I also coached the sales leadership team on development techniques and coaching strategies for their staff. My coaching strategies lead to the prospecting team securing a record number of product demos for three consecutive months. Successful product demos resulted in a record number of sales and revenue for two consecutive months, and the single largest revenue quarters in the company history.



Nationwide

• Insurance
• 700 & Above Employee

• Sales/Retention Coach

  • nov. 2009 - iun. 2014

  Provided personalized coaching to sales/retention agents, supervisors, and managers to drive production and personal development initiatives. I also assisted management in analyzing current working practices to improve efficiency and productivity.

• Quality Assurance Analyst

  • iul. 2007 - nov. 2009

  Monitored and evaluated sales and retention calls for compliance and quality. Developed a process within the sales/retention teams that increased QA scores 15% locally and 9% globally.

• Senior Sales Agent

  • aug. 2006 - iul. 2007

  Trained new sales agents on Nationwide Sales Systems, mastered sales techniques to increase sales probability, mentored new hire agents.