I oversaw chat groups created to connect dog owners with trainers, boarders, and doggy daycare services in the UK, US, and EU. I enforced company standards and ensured each group created fit our “group creation” template, the information provided was accurate, and any photos, videos, and handover reports were done within the timeframes outlined in the training schedule. I verified that the dog trainers were in regular communication with the dog owners and any issues that did arise got addressed in a timely fashion. I used common CRM tools to create tickets and assigned them to the correct department or individual, depending on the issue. I also filtered emails from the company’s general inbox and assigned them to the correct departments. I created KPI reports and regularly met with the upper-management team to discuss and update them on the various changes regarding the growth of the company. I also advised on potential solutions to better-improve overall customer experience.
Contracted to a major pharmaceutical company where I oversaw projects through a marketing process throughout the material’s lifecycle, set agendas, and hosted meetings with review committees. Together with the review committee chair, I also maintained a committee calendar and submission deadlines for the team.
Contracted to provide underwriting support for a major Personal Lines home insurance carrier. Holistically assessed product eligibility and coordinated with agents / partners to provide accurate information on the company’s eligibility guidelines. Reviewed policies and took appropriate action when required. I coordinated with my highly trained service team to resolve any outstanding items or concerns and worked closely with client management to provide direct and accurate data, as well as devised and tested potential solutions to better-improve customer experience. • Guided the transition of the Underwriting role from Cognizant to a newly implemented client team. I assisted with training and produced a written guide, using my own experience, currently utilized by the new staff. • I provided support for newly launched pilot products in which I gather information and use extensive problem solving to assist in resolving a diverse range of issues.
I oversaw day-to-day operations of the office, wrote insurance policies, provided quotes for customers, coordinated with agency owner, networked with industry professionals, met periodic sales goals, schedule meetings with prospective clients, interviewed potential new employees, etc. • Grew agency’s book of business by 3%+ during my first year.
Posted at reception/front desk, greeted visitors and clients as they entered the building, created employee access badges and visitor badges, monitored CCTV cameras, created and audited spreadsheets and logs, received incoming mail and notified receiving department, armed/disarmed alarmed areas, provided escorts for visitors, performed regular patrols of property, etc. • Coordinated with management team to provide feedback and implement improvements to safety standards. • Drafted “Standard Operating Procedures” guides relating to the specific duties of the post.
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