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.

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.

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.