Experience

Peachy Insurance

• United States
• Insurance
• 1 - 100 Employee

• Director of Customer Experience

  • Oct 2022 - Present

  Atlanta, Georgia, United States



Ted Todd Insurance

• United States
• Insurance
• 1 - 100 Employee

• Director of Customer Experience

  • Dec 2020 - Oct 2022

  Responsible for ensuring optimal customer service and support for our 30,000 customers Maintaining a productive and efficient team of 20+ team members for the largest captive insurance agency in the country Develop strategic plans to increase production by creating compensation plans for our team members

• Senior Customer Experience Manager

  • May 2020 - Dec 2020

  Melbourne, Florida, United States Oversee day to day team operations and ensure efficiency and production goals for a team of 10 insurance agents • Make sure team is successful at meeting specific metrics such as but not limited to inbound call numbers, new business productions, and life insurance production • Generate a monthly report with production and goal data • Conduct weekly one on ones with each individual team member to review production status • Conduct weekly team meetings • Developed an… Show more Oversee day to day team operations and ensure efficiency and production goals for a team of 10 insurance agents • Make sure team is successful at meeting specific metrics such as but not limited to inbound call numbers, new business productions, and life insurance production • Generate a monthly report with production and goal data • Conduct weekly one on ones with each individual team member to review production status • Conduct weekly team meetings • Developed an outbound cross-selling process • Streamlined Onboarding and Underwriting processes to improve efficiency • Assist the Director of Customer Experience as needed • Interview and hire new agents

• Office Manager/Licensed Insurance Agent

  • Jan 2017 - May 2020

  Melbourne, Florida Full scope insurance agent providing customer service to the agency's book of business in addition to managing the office location and generating new business for the agency • Evaluated prospective customers insurance needs to determine eligibility and recommend proper coverage options • Studied and maintained up to date knowledge of underwriting guidelines for multiple carriers • Motivated new agents through coaching and explaining company process and procedures •… Show more Full scope insurance agent providing customer service to the agency's book of business in addition to managing the office location and generating new business for the agency • Evaluated prospective customers insurance needs to determine eligibility and recommend proper coverage options • Studied and maintained up to date knowledge of underwriting guidelines for multiple carriers • Motivated new agents through coaching and explaining company process and procedures • Consistently met and exceeded company goals • Conducted annual reviews of existing policies to update information • Quoted rates and suggested alternative methods for individuals who did not meet company requirements

• Licensed Insurance Agent

  • Nov 2015 - Jan 2017

  Viera, Florida Issue insurance policies by receiving, reviewing, and verifying insurance policy applications including but not limited to auto, homeowners, umbrella, life, and renters insurance ; creating policyholder files, calculating premiums, adjustments, refunds, and payments; resolving discrepancies; answering questions for policyholders as well as in depth policy reviews.



City of Palm Bay

• United States
• Government Administration
• 200 - 300 Employee

• Risk Analyst

  • Feb 2015 - Sep 2015

  City Attorney's Office • Handle intake of workers’ compensation claims. Maintain communication with our insurance carrier as well as the injured employee to ensure claim is being handled efficiently • Responsible for reviewing vehicle accident reports. Coordinate estimates/quotes, repair, and reporting to our insurance carrier • Handle intake of citizen property damage, city property damage and general claims. Includes initiating claims through our insurance carrier and/or independent insurance… Show more • Handle intake of workers’ compensation claims. Maintain communication with our insurance carrier as well as the injured employee to ensure claim is being handled efficiently • Responsible for reviewing vehicle accident reports. Coordinate estimates/quotes, repair, and reporting to our insurance carrier • Handle intake of citizen property damage, city property damage and general claims. Includes initiating claims through our insurance carrier and/or independent insurance companies • Work with management staff to establish a self-insured Risk Management Program • 24 Hour – On call for work related injuries involving various City Departments such as Public Works, Police, Fire, Utilities, Parks & Recreation • Develop payroll memos on a bi-weekly basis to ensure indemnity eligible employees are being paid accurately • Review and approval of liability insurance requirements for vendors doing business with the City • Create files and a filing system for workers’ compensation claims, liability claims, property damage claims, and vehicle accident claims • Handle subrogation matters for the City as it relates to property damage caused by citizens • On site visits to city property damage to determine severity and if any negligence is present

• Human Resources Analyst

  • Jul 2013 - Feb 2015

  Palm Bay, Florida • Handle intake of workers’ compensation claims. Maintain communication with our insurance carrier as well as the injured employee to ensure claim is being handled efficiently • Responsible for reviewing vehicle accident reports. Coordinate estimates/quotes, repair, and reporting to our insurance carrier • Handle intake of citizen property damage, city property damage and general claims. Includes initiating claims through our insurance carrier and/or independent insurance… Show more • Handle intake of workers’ compensation claims. Maintain communication with our insurance carrier as well as the injured employee to ensure claim is being handled efficiently • Responsible for reviewing vehicle accident reports. Coordinate estimates/quotes, repair, and reporting to our insurance carrier • Handle intake of citizen property damage, city property damage and general claims. Includes initiating claims through our insurance carrier and/or independent insurance companies • Intake and logging of checks related to insurance benefits, insurance claims, and subrogation • Assist with initiating Short Term Disability Claims • Administer FMLA leave for all employees • Intake and logging of retiree benefit payments • Intake and logging of Short Term Disability payments • Handle employee withdrawal/loan requests from retirement plans • Updating employee information through ICMA (both new employees and terminated employees)

• Customer Account Specialist

  • Jun 2006 - Jul 2013

  Palm Bay, Florida • Provided customer care assistance to City of Palm Bay customers in both English & Spanish • Assist customers with inquiries such as questions regarding water and sewer bills, sanitation questions, usage inquiries, bill adjustments due to water leaks • “Go-to” person when our department had irate customers either on the phone or face to face • Responsible for processing of U.S. passport applications and following federal guidelines • Responsible for reviewing and issuing Business… Show more • Provided customer care assistance to City of Palm Bay customers in both English & Spanish • Assist customers with inquiries such as questions regarding water and sewer bills, sanitation questions, usage inquiries, bill adjustments due to water leaks • “Go-to” person when our department had irate customers either on the phone or face to face • Responsible for processing of U.S. passport applications and following federal guidelines • Responsible for reviewing and issuing Business Tax Receipts within City Ordinance requirements • Worked closely with Zoning, Fire & Code Enforcement Departments in the approval process of Business Tax Receipts • Took on the role of acting supervisor in the absence of our current supervisor/coordinator • Overlooked my own cash register for utility payments