Licensed CX Specialist at Lemonade Insurance Company

• Apr 2022 - Present

Customer Experience Specialist

• Oct 2020 - Present

COE Representative

• May 2020 - Present

Assisting premium riders with account issues and aiming to resolve the issue on the first touchMinimizing customer issues while upholding company standardsProperly diagnosing their concerns and forwarding to the appropriate line of business for resolution

COE Specialist II

• Oct 2018 - May 2020

Selected as an elite team member via the HQ COE Program, acting as liaison between Daily Operations Teams and Maps/Navigation Teams.Guide CSRs through contacts that require extensive expertise and attentionDrove adherence to KPIs across multiple sites continuously raising the standardResponsible for project management and execution on topics such as Executive Community Relations, Legally Whitelisted, Proactive Support and Voluntary AssistancePerformed customer support quality assurance audits-----------------------------------------Managed the accounts of our highest-rated and most tenured driver-partnersPrioritized white-glove service with first contact resolutionExecuted diagnostics of internal systems and external contributors for problem resolutionExceeded expected KPIs on a consistent basis Show less

General Manager

• Oct 2014 - Oct 2018

Established the highest expectations for improving restaurant standards Administrator for financial and payroll related duties, ensuring completion and accuracy Designed unique development plans with active coaching and quarterly evaluations Audit staffing needs on a regular cadence and perform hiring as needed Develop schedules using shift times and available staff to ensure proper staff headcount Director of hiring, staff development, and employment eligibility reviews Established the highest expectations for improving restaurant standards Administrator for financial and payroll related duties, ensuring completion and accuracy Designed unique development plans with active coaching and quarterly evaluations Audit staffing needs on a regular cadence and perform hiring as needed Develop schedules using shift times and available staff to ensure proper staff headcount Director of hiring, staff development, and employment eligibility reviews