Raeanne Spangler Email & Phone Number

Columbus, OH, US

• Engaged with Customer Service, Claims, Regulatory, Product, Engineering, Underwriting, Information Security, and Pricing teams as a regulatory and corporate compliance partner. Made recommendations for enhanced.
• Produced and executed company-wide Code of Conduct training, enrollment, audit, and follow-up processes, resulting in a 98% completion rate for over 1,500 employees in 2021.
• Overhauled Customer Service complaint handling process, delivering a 22% reduction in misidentification of customer complaints during the first quarter of launch.
• Executed improved workflows to capture and respond to all California Consumer Privacy Act requests, resulting in a 99% compliance rate of all requests after implementation.

Columbus, Ohio

• Led and developed a team of 10-12 diverse Customer Service Representatives, reinforcing best practices, sharing knowledge, and ensuring consistency in Customer Service quality. Provided in-the-moment feedback and.
• Redesigned a system that gathers cross-functional suggestions placed by Customer Service Representatives and internal business partners, resulting in a 19% overall implementation rate of all logged suggestions between.
• Developed, launched and maintained an internal gamification system designed to improve employee engagement and production by rewarding Customer Service Representatives when pre-determined achievements were accomplished.
• Collaborated with internal business partners to discuss strategic initiatives designed to increase policy retention and ease-of-use for the Root product user.

Columbus, Ohio Area

• Communicated with members during the first six months of policy period to provide a full range of services designed to increase member satisfaction and awareness of the Nationwide brand, and served as peer resource and.
• Drove a 5% increase in retention for policy renewals serviced through test and learn, resulting in a $15M premium increase.
• Supervised a team of agents transitioning into NCCU, reinforcing best practices and sharing knowledge, delivering productivity increase of 16% during agents' probationary period.
• Selected to collaborate in a 20-person Kaizen event to rebuild the process of removing total loss vehicles from Nationwide policies to reduce waste and increase member satisfaction.
• Spearheaded a project designed to decrease deficiencies, utilize full range of NCCU agent services, and streamline the member experience during tenure.

Columbus, Ohio Area

• Advised members on insurance benefits and the Nationwide brand by providing On Your Side Reviews. Coached peers on sales effectiveness, quality assurance improvement, and Click-To-Chat user efficiency. Maintained.
• Proactively reached out to members to improve retention after major policy milestones, including claims, policy renewals, new policy purchases, and agent of record transfers.
• Designed, introduced and maintained HTML-based checklist to use in tandem with Direct Sales’ Call Flow, increasing team’s quality score by 12% during third quarter.

Columbus, Ohio Area

• Communicated with prospective and current policyholders via inbound and outbound calls to fulfill member requests and cross-sell Nationwide products across multiple departments.
• Exceeded quality assurance goals by 107% by developing and utilizing a checklist system in tandem with Direct Sales’ Call Flow.

Columbus, Ohio Area

• Facilitated employee onboarding, field training and workshops to provide soft and hard skills training to retail associates. Collaborated with leadership to assess existing courses, identify knowledge gaps, and.
• Achieved an average 97% score on new hire onboarding exams.
• Created engaging, interactive environments to gauge associate comprehension and encourage continuous learning of sales, systems, and product knowledge.

United States

• Provided technical training for employees to develop employee comprehension of new retail-based and operations-based POS systems. Helped create, format, edit, and distribute company-wide user guides and communication.
• Oversaw the successful time-sensitive transition of multiple districts to a new company-based domain with minimal disruption of business operations.