Joel Mcgrath Email & Phone Number

Framingham, Ma, Us

Framingham, Massachusetts, United States

• Manage a team of 10 customer service representatives and a team lead, ensuring accountability to personal and organizational KPIs and metrics. • Developed new internal system combining detailed productivity KPIs, a data collection tool, and performance metrics to provide management visibility of specific points of concern. • Enhanced customer satisfaction scores with an overall team response rate of 95% within 15 seconds year-over-over from 2012 to 2020.• Design training, onboarding, and conduct weekly one-on-one meetings for direct reports. • Currently partnering with direct manager to delineate responsibilities and develop new positions as the company acquires new businesses and merges all customer service units into one. • Escalate data analysis of customer feedback and trends in production errors to leadership as needed.• Awarded the North Face Award 10 consecutive years for enhancing customer satisfaction. • Deliver comprehensive client success objectives to improve retention rates and business revenue growth. • Guided team through Salesforce implementation and effective use of technology to drive impact.

• Acted as the primary liaison for challenging accounts, conducting research and presenting proposed solutions. • Diagnosed and resolved technical issues, guiding customers through step-by-step solutions. • Collaborated with sales, finance, and technology teams to fulfill customer orders.• Coordinated with academic institutions and medical centers to complete the simultaneous onboarding of 150+ customers.

Assisted insurance agents by researching qualifications and quoting new business applications for a variety of commercial policies Processed various commercial policy changes of varying difficulty Verified that appropriate rates & credit/debit information were applied to policiesAnswered incoming calls from agents with questions concerning various commercial policy information Acquired knowledge of commercial auto, property & liability products though BISYS training materials & on the job training using co-workers as resourcesEarned Delivering Insurance Services certification from the Insurance Institute of America

Managed scheduling call center phone coverage (35-40 employees)Mentored new group employees as well as cross trained reps in group systemsAnswered incoming customer calls concerning Short Term Disability, Long Term Disability & group life insurance Processed life conversion and portability applicationsWorked independently on large project, creating letters to ensure standardized responses be sent to external customersReceived award for work on large letter rewrite projectReceived Associate Customer Service & Professional Customer Service designations from the Life Office Management Association