• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.• Maintained confidentiality of sensitive information by adhering to strict privacy policies and data protection regulations. Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.• Ensured accurate record-keeping with diligent data entry and database management for vital company information. Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.• Organized office events promoting a positive company culture and boosting employee morale.• Contributed to policy updates, researching regulations to ensure company compliance.• Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

My responsibilities include consulting with clients, providing education on industry-specific challenges, strategizing tailored solutions, and effectively promoting Glow's program through various communication channels. My strong communication skills and unwavering tenacity play a pivotal role in driving successful client engagements.I serve as a trusted advisor to Glow's customers, offering expert guidance on a range of commercial insurance products, including Workers' Compensation, Business Owner’s Policy (BOP), and General Liability (GL). Overcoming objections and rejections is integral to achieving client satisfaction and fostering long-term relationships.A few noteworthy achievements and contributions made in this position include:• Provided clear answers to client inquiries regarding coverage, billing, rate fluctuations, and policy changes to ensure full understanding and satisfaction.• Built and maintained long-term relationships with clients by learning their needs and consulting with them on policy updates, renewals, and coverage adjustments.• Promoted insurance products, set up meetings to pitch new business, and worked towards sales targets, consistently achieving or surpassing goals.• Managed policy changes in customer accounts, ensuring updates followed NAIC regulations, and consulted with clients to process quotes, renewals, and necessary adjustments.• Gathered required documentation for claim reporting, contacted adjusters, and facilitated claim processing against current policies.• Ensured all business activities met industry regulations and stayed updated on insurance standards, products, rates, and policies to provide accurate support to clients, underwriters, and sales teams.• Work with the wider Operations team to provide current state, resources and knowledge to enable gold standard experience across teams interacting directly with the user via support channels, external documentation, or product/feature feedback or development

As a Customer Success Manager, I facilitate B2B account management and support customers' transition from sales prospects to active users of Next Insurance's products/services. Moreover, I build long-term client relationships and facilitate the execution of partner launches in collaboration with Account Executive Team, identifying pain points and missing functionalities.A few noteworthy achievements and contributions made in this position include:• Successfully onboarded and ensured seamless adoption of NEXT solution for strategic customers and partners in the insurance industry.• Developed and executed playbooks to guide customers and internal teams towards key milestones, resulting in timely and success launches• Analyzed top issues facing our partners and their B2B customers, work with global cross-functional teams to resolve, contributing to ongoing platform enhancement and help manage support operations• Served as a consultant to internal, global cross-functional stakeholders on the partner product, helping to answer questions about current partner UI/UX, partner communication best practices, preferred internal escalation paths, and assisting with partner-specific training as needed• Managed resolution of partner issues, communicating with partners and internal stakeholders during the process.• Built and iterated on processes with partners with the objective of creating efficient and scalable operations between teams

As a partner operations lead, I am the point person for partner issues and escalations. I follow through to full resolution of partner issues, communicating with partners and internal stakeholders during the process. Moreover, I build and iterate on processes with partners with the objective of creating efficient and scalable operations between teamsA few noteworthy achievements and contributions made in this position include:• Evaluate small product or process details to solve problems and improve the success of the partnership• Analyze top issues facing our partners and their customers, work with cross-functional teams to resolve them, and help manage support operations• Work with assigned Partner Managers and Product Managers to develop business plans and share insights for partner growth and success.• Represent NEXT as the primary point of contact for operational processes, holding both the partner and NEXT accountable to our SLAs• Provided outstanding service to all individuals, promoting effective, and lasting business relationships.• Point person for partner issues and escalations, following through to full resolution and communicating with partners and internal stakeholders during the process.

Offered guidance to small and medium businesses on company products for property and casualty insurance. Mentored teams of 10-20 agents charged with supplying liability and business insurance to customers via email, phone, and client-facing meetings. Streamlined system updates, product launches, and managerial objectives. Resolved issues and developed product resources for system use, macros for emails, and talking points for escalated conversations by analyzing data and collaborating with team members to brainstorm.A few noteworthy achievements and contributions made in this position include:• Drove projects to successful completion by leveraging quantitative and qualitative insights to set achievable goals, define project strategy, promote stakeholder buy-in, analyze results, prioritize deliverables, and communicate impact.• Yielded measurable impact on service quality, customer satisfaction, employee engagement, and workflow efficiency and effectiveness by directing strategic global cross-functional initiatives which established the Center of Excellence operations organization.• Spearheaded goal to resolve 90% of customer requests/tickets within 1-3 business days by supporting the efficient operation of the company's insurance product Center of Excellence office.• Interviewed and coached over 100 insurance agents while aiding quality assurance, training, and office management experience.• Established KPIs and organizational structure to build and scale the insurance advisor team• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives. • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.• Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

- Supported management and staff, greeted visitors and vendors, handled office operations, responded to multiple phone and in-person requests, directed messages, and prepared work requests.- Expedited event planning, including guest registration and procedural arrangements; coordinated inventory orders, office supplies, and conference room scheduling.- Trained and supervised new employees on front office operations and assisted the Office Manager by preparing documents, emails, and cataloging invoices.- Consulted with security on emergency procedures to ensure disaster preparedness and public safety.