Tiffany Wright Email & Phone Number

Lorain, Oh, Us

Strategic client account manager responsible for positive customer experience, satisfaction, retention, and growth for 3rd party insurance administrators’ highest-revenue key accounts. Lead team accountable for building and developing trusted client advisor relationships and serving as the communication hub between client and internal operations. Analyze KPIs for service level agreement (SLA) adherence across operational teams. Assist teams in prioritizing customer responses and service activities. Investigate, troubleshoot, ensure resolution and responses to client inquiries and issues. Collaborate with teams to manage projects, process improvements, escalations, and service launches. Make proactive recommendations for new services to address client needs and grow revenue.-Managed multiple direct mailings to 200k+ policyholders across internal teams and 3rd party vendors- Established scripted communications across operations to optimize efficiency and professionalism- Implemented ticketing system on client inquiry inboxes to improve response time to 48 hours- Collaborated with teams to maintain contracted SLAs during record during record 400% policy growth

Promoted from CSR and specialist positions to team lead supervising staff on prioritization of work, client resolutions, and process changes to ensure timely, efficient, and accurate life insurance policy issuance. Organized and directed daily work activities for staff of 10+ based on capacity, KPIs, and client needs. Monitored team performance and coached for improvements. Ensured accuracy, timely processing, and system documentation from application upload through underwriting. Served as subject matter expect (SME) for systems and processes. Trained team on enrollment processes, procedures (SOPs), and changes. Designed, documented, and communicated process improvements to consistently meet and exceed SLAs. Researched, validated, and coordinated issue resolutions across six systems and seven operational teams.- Mapped processes, communications, and operational transition points to recommend improvements and identify team cross-training opportunities- Implemented cross-training program to ensure staff coverage and support career development- Launched SOP documentation project to improve process consistency

Managed phone and email inquiries from agents and policyholders regarding policy management and billing. Resolved customer questions and complaints in a timely manner. Consistently met and exceeded call center metrics including Time to Answer, Call Time, and Satisfaction.

Facilitated resolution of high level, escalated, and sensitive customer complaints. Actively listened to customer issues and questions, displaying interest, compassion, and empathy. Investigated, planned, and validated resolutions across business units. Communicated verbal and written resolutions to customers.

Answered incoming calls regarding billing questions and provided first call resolution. Placed orders to disconnect and transfer customer electrical service.

Supervised team of 18+ call center agents. Served as training assistant for 175+ agents. Provided peer coaching to assist with performance metrics. Input trouble reports for customer telephone services and set service restoration appointments. Resolved billing issues and negotiated payment arrangements with customers. Secured customer information to place orders for telephone services. Assisted managers in resolving customer complaint escalations. Served as training assistant for 300+ agents.