Heather Fayda
Private Client Insurance Manager at Elite Group- Claim this Profile
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Bio
Justin Szczurowski
As a senior developer on the eCommerce team, I've worked with Heather extensively. From problems with customer orders to feature upgrades, and even my own customer care questions, Heather has always been my go-to. She has always taken the time to resolve my problems and answer my questions very quickly, without ever needing to delegate. At Lilly we have a saying - Be The Sunshine. Heather is a bright ray of sunshine that we are so lucky to have.
LinkedIn User
Heather has been an invaluable leader for the Customer Service team and has established her position in the company as the prime ‘go to’ for everything within this space. Heather has quickly proven herself as a respected Product Owner for our Salesforce Service integration project and is always looking for ways to educate and better the customer service process. Heather is extremely organized, thorough, and regularly communicates with the Executive leadership team to convey ongoing progress and highlights. We are lucky to have Heather as part of the Lilly team.
Justin Szczurowski
As a senior developer on the eCommerce team, I've worked with Heather extensively. From problems with customer orders to feature upgrades, and even my own customer care questions, Heather has always been my go-to. She has always taken the time to resolve my problems and answer my questions very quickly, without ever needing to delegate. At Lilly we have a saying - Be The Sunshine. Heather is a bright ray of sunshine that we are so lucky to have.
LinkedIn User
Heather has been an invaluable leader for the Customer Service team and has established her position in the company as the prime ‘go to’ for everything within this space. Heather has quickly proven herself as a respected Product Owner for our Salesforce Service integration project and is always looking for ways to educate and better the customer service process. Heather is extremely organized, thorough, and regularly communicates with the Executive leadership team to convey ongoing progress and highlights. We are lucky to have Heather as part of the Lilly team.
Justin Szczurowski
As a senior developer on the eCommerce team, I've worked with Heather extensively. From problems with customer orders to feature upgrades, and even my own customer care questions, Heather has always been my go-to. She has always taken the time to resolve my problems and answer my questions very quickly, without ever needing to delegate. At Lilly we have a saying - Be The Sunshine. Heather is a bright ray of sunshine that we are so lucky to have.
LinkedIn User
Heather has been an invaluable leader for the Customer Service team and has established her position in the company as the prime ‘go to’ for everything within this space. Heather has quickly proven herself as a respected Product Owner for our Salesforce Service integration project and is always looking for ways to educate and better the customer service process. Heather is extremely organized, thorough, and regularly communicates with the Executive leadership team to convey ongoing progress and highlights. We are lucky to have Heather as part of the Lilly team.
Justin Szczurowski
As a senior developer on the eCommerce team, I've worked with Heather extensively. From problems with customer orders to feature upgrades, and even my own customer care questions, Heather has always been my go-to. She has always taken the time to resolve my problems and answer my questions very quickly, without ever needing to delegate. At Lilly we have a saying - Be The Sunshine. Heather is a bright ray of sunshine that we are so lucky to have.
LinkedIn User
Heather has been an invaluable leader for the Customer Service team and has established her position in the company as the prime ‘go to’ for everything within this space. Heather has quickly proven herself as a respected Product Owner for our Salesforce Service integration project and is always looking for ways to educate and better the customer service process. Heather is extremely organized, thorough, and regularly communicates with the Executive leadership team to convey ongoing progress and highlights. We are lucky to have Heather as part of the Lilly team.
Credentials
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Personal Lines Broker-Agent
Pennsylvania Insurance DepartmentNov, 2012- Nov, 2024
Experience
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Elite Group
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United States
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Insurance
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1 - 100 Employee
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Private Client Insurance Manager
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Jun 2022 - Present
Responsible for high net-worth P&C Personal Lines client acquisition, servicing, and marketing efforts. Accountable for renewal retention and cross selling. Manage agency broker accounts with 15+ carriers and conduct regular follow-ups with underwriters. Responsible for high net-worth P&C Personal Lines client acquisition, servicing, and marketing efforts. Accountable for renewal retention and cross selling. Manage agency broker accounts with 15+ carriers and conduct regular follow-ups with underwriters.
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Lilly Pulitzer
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Retail Apparel and Fashion
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500 - 600 Employee
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Customer Service Operations Supervisor
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May 2019 - Aug 2021
Promoted after proactively handling growth of online sales due to COVID and need to integrate online and retail customer service under a single platform. Developed, designed, and worked with Deloitte Consulting on a next-generation custom Salesforce platform to accommodate a hybrid customer service center with virtual agents and complete customer order history from both online and retail orders. Supported development and implementation of Threat Metrix for further fraud prevention… Show more Promoted after proactively handling growth of online sales due to COVID and need to integrate online and retail customer service under a single platform. Developed, designed, and worked with Deloitte Consulting on a next-generation custom Salesforce platform to accommodate a hybrid customer service center with virtual agents and complete customer order history from both online and retail orders. Supported development and implementation of Threat Metrix for further fraud prevention. Oversaw department, team objectives, and delivery of outstanding customer service. Coached and motivated new and existing service associates to achieve goals and improved staff retention. Hired and coordinated training for temporary customer support. Recruited and trained virtual customer service staff from in-store teams as well as allowing remote work for agent. Improved service efficiency and fulfillment times for customer orders from ECOMM sales, retail locations and fulfillment centers through newly developed CRM (Salesforce) platform. Managed risk review and internal fraud system for Ecommerce platform. Managed California Consumer Privacy Act requests for Lilly Pulitzer and Oxford Industries legal team.
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Senior Customer Service Associate
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Aug 2018 - May 2019
Provided solution-oriented service and exceeded monthly sales goals. Collaborated with multiple shipping carriers, retail locations, and departments to ensure prompt delivery of packages. Worked directly with Customer Service Manager to enhance and develop necessary process improvements for better efficiencies and customer experience. Evolved manual returns process for retail and ECOM purchases. Handled escalated calls and team scheduling. Developed internal team rotations for reporting (Store… Show more Provided solution-oriented service and exceeded monthly sales goals. Collaborated with multiple shipping carriers, retail locations, and departments to ensure prompt delivery of packages. Worked directly with Customer Service Manager to enhance and develop necessary process improvements for better efficiencies and customer experience. Evolved manual returns process for retail and ECOM purchases. Handled escalated calls and team scheduling. Developed internal team rotations for reporting (Store Order Fulfillment, missing inventory, etc.) individual resolution and development. Trained temporary employees during peak seasons. Aided accounting team with collection efforts.
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Farmers Insurance
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United States
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Insurance
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700 & Above Employee
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Senior Account Executive
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Feb 2016 - Aug 2018
Achieved sales and profitability objectives with new and existing accounts. Identified marketplace opportunities, prospected and engaged new clients, developed proposals, and managed contract process. Educated clients and evaluated current policies to eliminate potential gaps in coverage. Collaborated with loan officers and other professionals to create insurance policies that satisfied both the customer and the lender. Managed and mentored other executives—demonstrated advanced sales, market… Show more Achieved sales and profitability objectives with new and existing accounts. Identified marketplace opportunities, prospected and engaged new clients, developed proposals, and managed contract process. Educated clients and evaluated current policies to eliminate potential gaps in coverage. Collaborated with loan officers and other professionals to create insurance policies that satisfied both the customer and the lender. Managed and mentored other executives—demonstrated advanced sales, market research and business skills.
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Multi Line Representative
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Apr 2012 - Feb 2016
Qualified and educated prospects, nationally, on personal lines Property & Casualty products. Created customized packages to fulfil client's individual needs. Secured customer referrals and offered additional specialty product lines. Accountable for sales, call quality, attendance, and adherence to monitored schedule. Demonstrated extensive knowledge of qualifying risks using various systems in accordance with state specific underwriting and sales procedures. Participated in training new… Show more Qualified and educated prospects, nationally, on personal lines Property & Casualty products. Created customized packages to fulfil client's individual needs. Secured customer referrals and offered additional specialty product lines. Accountable for sales, call quality, attendance, and adherence to monitored schedule. Demonstrated extensive knowledge of qualifying risks using various systems in accordance with state specific underwriting and sales procedures. Participated in training new producers and independent agents across the country.
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Education
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Delaware County Community College
Associates, Liberal Arts and Sciences/Liberal Studies
Community
