Product Manager

• Jul 2022 - Present

Journey Enablement Associate Product Manager

• Feb 2021 - Jul 2022

Marketing - DT Ecommerce - Sr. Consultant II

• Jun 2020 - Feb 2021

Digital Product Manager

• Nov 2017 - Jun 2020

I am responsible for driving development and management of Esurance self-service products in alignment with the Customer Experience strategy and delivering both customer and company KPIs. I manage product design, delivery, and enhancement to maximize the customer and enterprise value provided by any product that I'm assigned to.

Service Center Operations Analyst II

• Sep 2015 - Nov 2017

I was responsible for identifying opportunities and improving the efficient interaction between all levels of the Service Center organization and policyholders.I ensured the Service Center groups achieved optimal performance and conform to industry best practices and compliance regulations by continually reviewing and analyzing all aspects of service operations. I acted as subject matter expert to evaluate and determine Service Center impact and training needs during creation, testing and implementation phases of technology enhancements and other projects impacting the business.I assisted with the onboarding and development of new team members by sharing lessons learned and best practices.

Service Center Operations Analyst

• Aug 2013 - Sep 2015

I was responsible for identifying opportunities and improving the efficient interaction between all levels of the Service Center organization and policyholders.I ensured the Service Center groups achieved optimal performance and conform to industry best practices and compliance regulations by continually reviewing and analyzing all aspects of service operations. I acted as a subject matter expert to evaluate and determine Service Center impact and training needs during creation, testing and implementation phases of technology enhancements and other projects impacting the business.

Customer Service Supervisor

• Jan 2012 - Aug 2013

I assisted and developed customer service representatives with learning company processes/procedures, maximizing efficiency and metrics, and pursuing promotional opportunities. I identified productivity trends on an individual and group basis and adjusted my coaching style based on representatives' needs.

Customer Service Team Lead

• Sep 2011 - Jan 2012

Reviewed and coached representatives with coaching opportunities. Assisted with representative development. Provided assistance with representative questions on company process and procedure. Helped policy holders to resolve escalated situations. Assisted with the agenda for monthly team meetings.

Service Assurance Representative

• Feb 2011 - Sep 2011

Investigated and resolved complex or sensitive customer complaints. Answered telephone calls from customers escalated to the Supervisor queue. Completed Supervisor callbacks or email replies from escalated requests. Provided advice and assistance to Customer Service Representatives, Helpdesk and Customer Service Supervisors in regard to handling of customer issues. Achieved daily service and productivity standards.

Customer Service Representative

• Oct 2009 - Feb 2011

During this timeframe, I held multiple positions under the Customer Service umbrella including:Customer Service Representative - I was responsible for fielding incoming calls from external customers and assisting them with a variety of requests including basic policy updates, document creation, and high-level coverage and/or billing explanations.Customer Service Representative (Billing 1) - I was responsible for fielding incoming calls from both internal and external customers with a primary focus on complex billing explanations.Licensed Customer Service Representative - After obtaining my Property and Casualty Insurance license, I was responsible for fielding incoming calls from both internal and external customers. The call-types ranged from complex billing and coverage explanations to the new purchase of auto-insurance policies.