Drive companywide product insights based on voice of the member/voice of the customer, support case data, and complaint tracking to accelerate innovation, prioritize fixes and drive development of member-centric products and services. Designed, implemented, andcurrently leading the insights-focused, human-driven conversation quality program for in-app AI experiences. Heavy collaboration and relationship management across product, marketing, and engineering teams on unifying member data, consistently working toward a member 360 approach.

Proactively established inter-departmental relationships needed to establish product insights and feedback loops based on support case volumes and conversational data. Manage complaint tracking, insights and reporting for the legal team and risk management to monitor trends and ensure visibility on support case data in a digestible format. Expanded data pipeline for Salesforce CRM to drive creation of cross-departmental KPI measurements, inclusive of Omni-Channel performance, CSAT, and FCR.

Manage data conversion/implementation and cleanup projects and pipelines. Partner with data engineering, data science team, and executive management to develop analytics dashboards for multiple user types, enrich analytics reporting, and ensure continuity of information across multiple channels. Maintain a strong knowledge of data cleanup techniques. Perform database diagnosis, cleanup, and transformation within source data. Verified information and reviewed data analytics to guarantee accuracy.

Guided clients through the onboarding process. Created engaging training, project management plans, and onboarding courses for clients. Translated technical data and demonstrated software capabilities to clients. Introduced new digital learning tools to enhance the customer experience. Grew revenue by cross-promoting products and using a consultative sales approach.

-Built and implemented automation of data flow, including lead information, quoting of leads and accounting information with process automation software-Planned/executed tactical overhaul of agency carrier partners and product mix to drive 300%+ change in close rate and 20%+ increase in overall business size in the first year-Orchestrating data conversion from previous CRM and data/document repository-Building/executing operating procedures and marketing strategy to standardize client experience, improve retention improve sales quality and profitability

• Built custom data reporting for sales team to drive sales KPIs and financial targets more efficiently.• Nominated for/served on the Sales Tools and Data Analytics team.• Provided home office with updated reporting metrics to correct financial/sales results for North Carolina.• Discovered and provided correction for 15%+ underreporting sales and retention errors.• Resulted in improvement in ranking for the region and prevented unnecessary actuarial pricing adjustments, which would have resulted in loss of business within the state.• Actively involved in management of new product and system rollout in multiple states, including end user testing of the rating platform, development and creation of training content and format, and strategic planning of agency onboarding.

• Actively managed an agency-wide cross selling campaign to increase sales and revenue.• Daily responsibilities included reviewing account renewals and policy changes, finalizing documents, reconciling accounts, and actively made recommendations to close where clients had gaps in coverage.

As the Team Lead at AAA, I was responsible for guiding and managing a team of 7-8 agents from Greenville down through the Columbia area. While our new hires went through formalized training at our headquarters office, I enjoyed training them in the field during their day-to-day interactions with our clients and showing them how to problem solve and present a solution that will truly fit that person's needs. I also assisted several agents with streamlining their daily processes, and I presented on Errors & Omissions for the agency at our annual conference.

I started as an Insurance Consultant, and I saw the role of "consulting" to be my primary responsibility. In building the relationships with my clients, I was able to see through the sales conversation to find out what my clients truly were asking or worried about. As a result of those strong relationships, my retention and customer satisfaction scores were always high. In this role, I was also asked to serve on our strategic planning and brand development committees, and was a member of a team that helped develop a communication plan to increase overall retention for the agency.As the Team Lead (Agency Sales Manager) at AAA, I was responsible for guiding and managing a team of 7-8 agents from Greenville down through the Columbia area. While our new hires went through formalized training at our headquarters office, I enjoyed training them in the field during their day-to-day interactions with our clients and showing them how to problem solve and present a solution that will truly fit that person's needs. I also assisted several agents with streamlining their daily processes, and I presented on Errors & Omissions for the agency at our annual conference.