Anna Mckenzie Email & Phone Number

- Lead, train, and mentor a team of 10 representatives with a focus on reducing time to response and resolution for all customer support inquiries and improving the overall customer experience.- Deliver 24/7 on-call support and 1-hour SLAs during major weather events with high volumes of hail and hurricane damage claims by building & deploying a team of 5 disaster mitigation experts.- Created and analyzed reports to inform strategic planning, improve processes, and meet SLAs.- Earned the Presidents Galaxy, Managers, Vice Presidents, Directors Cup, X-Celerator Gold (2), and X-Celerator Bronze (3) awards for exceptional performance throughout the last 23 years.

- Manage all client troubleshooting, including access controls, account provisioning, platform testing, and validation, to ensure client satisfaction while escalating issues to technical teams.- Oversee platform provisioning to enable access to Audatex and maintain account security.

- Led sales, customer onboarding, system deployment, and client support for 4,000+ body shops.- Designed and facilitated on-site and virtual classes of up to 150 agents from enterprise insurance companies to train them on new software features and drive product adoption and utilization.- Spearheaded he design, development, and deployment of all training and field support programs.- Trained new hires on body shop and insurance claim workflows to reduce ramp-up time, improve the customer experience, maintain customer service standards, and increase customer retention.- Aligned the sales and service departments to achieve customer acquisition and retention goals.