I lead the Client Success team at True Insurtech Solutions, ensuring our clients maximize value from True’s technology. My approach, honed through decades of insurance industry experience, focuses on seamless onboarding, proactive support, and clear, straightforward communication. By refining our processes, I help clients confidently manage their workers' compensation needs with solutions tailored to their goals.

*Built a support group that maintained a SaaS policy administration application.*Managed 5-7 L1 and L2 reps supporting 500-600 user count.*Acted as L3 support for my team. Broke down and evaluated user problems using test scripts (SQL), personal expertise and probing questions for insurance application.*Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.*Tracked KPIs and created continuous… Show more *Built a support group that maintained a SaaS policy administration application.*Managed 5-7 L1 and L2 reps supporting 500-600 user count.*Acted as L3 support for my team. Broke down and evaluated user problems using test scripts (SQL), personal expertise and probing questions for insurance application.*Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.*Tracked KPIs and created continuous improvement plans.*Developed and implemented training initiatives for new hires.*Lead on reoccurring meetings with top 10 clients. Configure software to ease customer pain points. Included: Policy, CRM, Billing, Data export/imports, Questionnaire forms. Show less

*Ran weekly, reoccurring meetings with clients to develop SaaS implementation plan. Included: Policy, CRM, Billing, Claims, Data export/imports.*Applied knowledge of SaaS application components in conjunction with query tools (SQL) to achieve business objectives.*Configured (SQL) implementation parameters based on customer requests.*Explained complex, technology-related issues in basic, understandable terms to client.*Worked with client and development team with potential… Show more *Ran weekly, reoccurring meetings with clients to develop SaaS implementation plan. Included: Policy, CRM, Billing, Claims, Data export/imports.*Applied knowledge of SaaS application components in conjunction with query tools (SQL) to achieve business objectives.*Configured (SQL) implementation parameters based on customer requests.*Explained complex, technology-related issues in basic, understandable terms to client.*Worked with client and development team with potential product enhancements.*Collaborated with internal departments and customer third party administrators to deliver timely implementation. Show less