•Maintain all responsibilities of Account Manager while collaborating directly with Chief Production Officer to oversee team of 8 Customer Care representatives in various roles•Manage upwards of 10 queues daily relying on knowledge of entire bonding process to guide clients from pre-purchase process through any subsequent amendment or renewal•Spearhead new Chat functionality providing rapid responses to clients requesting information through online applications or renewal invoicing relieving incoming call volume•Contribute to at least 5 major Development updates to Lead Management System as well as suggest continual minor updates and troubleshooting for workflow improvements•Supervise all escalated situations for customer conflict resolution acting as first respondent for refunds, claims, cancellations, underwriting, processing errors, and communication differences

•Facilitated the creation of a new department that contained all previous Renewal Team responsibilities while taking on all other customer facing responsibilities post purchase including account updates, error resolution, processing of documents, and compliance tasks•Headed the transition for all incoming customer email requests to group ticketing system (© Groove) personally wrote a library of revolving email templates, adapted filters to fit department needs, delegated requests to proper teammates, and reviewed new performance analytics•Assumed full responsibilities of absent Production Account Managers including quote follow up calls, procuring applications, discussing underwriting items, and finalizing sales •Mentored new and current employees in company core value of obsessing over service by providing consistent excellent experiences, one-touch solutions, and efficient communication•Coordinated with federal, state, city, county, and other administrative offices across all 50 states to verify upcoming policy changes, clarify bond form procedures, and address customer issues

•Absorbed company-wide portfolio of renewable business tasked with organizing and effectively maintaining standards set forth in Renewal Assistant role while simultaneously coordinating with Management Team to provide a comprehensive renewal process for customers •Instituted action plans, call schedules, customer management techniques, and systematic upgrades alongside Development Team to ensure newly formed department success•Created training materials including call scripts, daily task checklists, email templates, and conversation threads for new hire on-boarding within department roles•Resolved customer concerns regarding topics such as pricing, timeline, licensing processes, and document accuracy without disruption to the Production Account Managers workflow

•Completed an average of 75 outbound calls per day aimed at maintaining 60% year over year renewal business as well as directed incoming inquiries to Production Account Managers•Conducted follow-up conversations on behalf of Production Account Managers to collect payment, verify accuracy of application content, and clarify license application procedures•Continuously educated utilizing internal databases, external regulatory sites, and peer reviews to adapt to an ever-changing network of thousands of surety requirements across all 50 states

•Evaluated and interpreted customer needs to provide the best possible solution for their budget while also handling objections and maintaining relationships•Integrated sales, customer service, and entrepreneurship into one cohesive small business plan that provided our customers with peace of mind and hope for the future •Composed daily reconciling of checklists, updating customer information, extensive call lists, researching underwriting policies, scheduling appointments, and moderating claims

•Ensured branch functionality including implementation of manager directives, customer need assessment, clerical responsibilities, customer relations, and conflict resolution•Directed subordinate tellers engaged in receiving and paying out funds, managing confidential material, and resolving daily duties in a timely and efficient manner•Adhered strict compliance to federal regulations and procedures governing the finance industry by all employees while also constantly preparing for sporadic internal and external audits

•Balanced actions including personal sales, department sales, visual merchandising, product education, program duties, and coaching teammates to constantly improve business•Oversaw daily situations including new merchandise placement, teammate absences or conflicts, handling returns, goal setting, scheduling, and loss prevention procedures •Motivated and educated a team of over 15 part time sales teammates while coordinating with a leadership team of 7 full time team leads to provide a consistent and excellent brand experience