• Manage a team of 11+ remote CX specialists, delivering company-leading performance in email, phone, and digital channels• Work closely with stakeholders across the organization, collaborating with Engineering, Product, Content, Operations, L&D, Talent, People Ops, Bizops, and CX Leadership teams•Motivate and empower my teammates by prioritizing employee engagement and career development, up-leveling multiple specialists into leadership opportunities and other roles within the organization.•Oversee multiple initiatives to improve the Lemonade CX org, prioritizing efforts that create happy, efficient employees and delighted customers. Key Contributions:•Developed team and individual coaching plans built using SMART goals that resulted in a quarter-to-quarter improvement for the following metrics:After Call Work - Usage decreased by 29% on average from Q1 to Q2Phone E-Rate - Average number of calls taken every hour by my team increased by 9% from Q1 to Q2Email E-Rate - Average number of emails taken every hour by my team increased by 10% from Q1 to Q2Average Handle Time - Improved overall team AHT by 10% from Q1 to Q2

• Support multiple teams of specialists through complex insurance and customer experiences with an emphasis on providing surprisingly delightful interactions that make people happy.• Support leadership and Sr. leadership through various projects designed to improve internal processes, employee engagement, and the overall customer experience.• Coach and mentor a team of 18+ specialists across different time zones with a people-first management approach by using data and solution-oriented feedback.• Lead initiatives to improve processes within the business that directly improved response times and KPIs.

• Subject matter expert for newly launched Life insurance product.• Worked directly with product and engineering to identify areas of improvement within the life insurance product with the goal of making the customer onboarding experience seamless and engaging• Revamped the entire training & onboarding curriculum for incoming life insurance specialists.• Collaborated with external life insurance partners to ensure a surprisingly delightful experience for each one of our incoming customers

• Contact PayPal account holders to educate and mitigate losses related to fraud.• Responsible for identifying potentially fraudulent activity on both applications and active PayPal Credit accounts. • Researched and Responded to customer’s inbound inquires by phone.

• Researched chargeback disputes and created dispute cases to recover funds for Customers using proprietary software.• Ensure customer satisfaction by prompt and proper resolution of questions and concerns via email communication.• Responsible for complete understanding and accurate application of Regulation Z policies.

• Supported development, adaptation, and implementation of new hire material.• Facilitated training curriculum with a focus on customer experience.• Worked with Training Specialists and leadership to implement, and evaluate training programs and to identify training needs.• Coached and developed peers based on assessment of skills and behaviors.

• Researched and Responded to customer’s inbound inquires via phone.• Ensured customer’s needs were resolved by the end of each call, ensuring the best customer experience possible.• Directed and motivated other teammates within my team to achieve goals set by the company• Demonstrated the ability to drive results by coaching and developing other teammates within credit operations.• Up skilled to New member/High tenure customer service due to excellent customer service skills.• Completed 1 for 1 program for PayPal Credit Internal Consultancy & Advice successfully.• Fielded escalated consumer calls, ensuring a one call resolution.• Created and managed incentive around metrics to motivate and ensure the success of my team.• Gained the ability to assist with senior agent responsibilities when required by the business.• Received spot award for successfully assisting other teammates meet and succeed on different metrics within the role.

• Supported management to ensure compliance with all corporate Safety Program expectations and applicable federal & state laws.• Facilitated incident investigation process by ensuring that all safety guidelines were followed resulting in a more effective and faster resolution.• Conducted risk assessments related to jobs performed within the fulfillment center, which resulted in 30% less injuries reported in Q4 2015 compared to Q4 2014• Trained and assisted others to complete their safety and compliance responsibilities.

• Picked customer orders ensuring a high level of quality and productivity.• Coached and developed incoming new hires in the different roles offered within the fulfillment center.• Consistently met and exceeded quality and production Standards.

• Provided customers with information regarding their upcoming trip while aiming at creating the best customer experience.• Balanced cashiers at the end of the day and made deposits in the corresponding safe.• Constantly reached sales goals while providing excellent customer service.