Director

• Oct 2022 - Present

Customer Support Manager

• Jul 2016 - Nov 2022

Manager, Customer Service and Support

• Jun 2018 - Dec 2020

Manager, Administration & Business Systems

• Aug 2016 - Jun 2018

Accountable for the oversight of our broker management systems, training and change management. Acted as a liaison between with our BMS provider, digital upload providers and insurer broker portals; provided training and tips to the brokerage on how to leverage the technology effectively; and provided a point of escalation for problem resolution, including the digital upload process with our various carriers. Also responsible for coordinating insurer carrier training and distribution of carrier updates for the brokerage. Also managed the day to day operations of isure's Administration Team. Show less

Personal Lines Account Manager

• Sep 2015 - Aug 2016

Effectively manage incoming calls. Identify and assess customers’ needs to achieve satisfaction. Build sustainable relationships of trust with clients and insurance partners through open and interactive communication. Provide accurate, valid and complete information. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Keep records of customer interactions, process customer account changes, additions and e-file documents. Follow communication procedures, guidelines and policies. Identify opportunities to up sell or cross sell when reviewing client accounts. Ensure excellent service standards and maintain high customer satisfaction. Show less

Brand Ambassador

• Oct 2014 - Aug 2015

Sales Manager

• Mar 2010 - Oct 2014

Responsible for the development and implementation of individual broker key sales metrics that measured sales, revenue, lost or missed opportunities, prospect lead optimization, call quality and call flow efficiency. Collaborated with Customer Service Manager to reduce post sale consumer concerns, misunderstandings and to continue the strengthening of the consumer relationship. Ensured the consumer experience remained consistent across all channels of business and marketing lines. Responsible for the development and implementation of individual broker key sales metrics that measured sales, revenue, lost or missed opportunities, prospect lead optimization, call quality and call flow efficiency. Collaborated with Customer Service Manager to reduce post sale consumer concerns, misunderstandings and to continue the strengthening of the consumer relationship. Ensured the consumer experience remained consistent across all channels of business and marketing lines.

Manager of Operations

• 2006 - 2009

Responsible for the development and management of call center operations. Collaborated with NetQuote's Senior Management team with respect to customer service operations, management of partnerships with insurance agencies, sales center efficiencies, introduction and expansion of new technologies, multi-channel revenue stream development, internal and external management, strategic planning and implementation, personnel compensation and cost management, forecasting and budget planning, risk and audit compliance and controls. Show less

Licensing and Compliance Manager

• 2003 - 2005

Managed a $1M annual licensing budget, compliance activities, agent and agency licensing and appointments, supervised all new license applications, renewals, continuing education , and insurance company appointments. Responsible for the ongoing review of all process and procedures to identify efficiency opportunities. Managed a $1M annual licensing budget, compliance activities, agent and agency licensing and appointments, supervised all new license applications, renewals, continuing education , and insurance company appointments. Responsible for the ongoing review of all process and procedures to identify efficiency opportunities.

Operations Manager

• 2001 - 2003

Responsible for new insurance call center start up. Recruited, interviewed and hired call center personnel for a 200+ newly constructed call center in Oak Ridge, TN. Managed projects for the call center launch. Supervised and managed all call center business units, including sales, service, underwriting, and fulfillment departments. Communicated with and acted as liaison for insurance companies on the company's technology platform. Coordinated insurance company training, managed Fortune 500 brand partners and reconciled call center invoicing. Show less

Manager of Operations, Insurance and Financial Services

• 2000 - 2001

Responsible for new insurance call center start up. Recruited, interviewed and hired call center personnel for a 200+ newly constructed call center in Oak Ridge, TN. Managed projects for the call center launch. Supervised and managed all call center business units, including sales, service, underwriting, and fulfillment departments. Communicated with and acted as liaison for insurance companies on the company's technology platform. Coordinated insurance company training, managed Fortune 500 brand partners and reconciled call center invoicing. Show less

Call Center Supervisor

• 1997 - 2000

Directed call center operations as a liaison between clients, supervisors, and call center employees. Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Reviewed call center statistics to measure staff performance and the need for improvement. Performed quality checks, developed and reviewed performance reports, identified areas to improve, and implemented measures to improve performance levels and meet objectives. Conducted group training sessions on financial products and services. Show less