●Owned a 100-account portfolio of premium-tier insurance agency clients, prioritizing proactive quarterly check-ins across 70 active accounts segmented by tier (high/mid/low) ● Onboarded 15+ new clients, pairing structured product training with consistent early check-ins to drive strong onboarding retention ● Kept 100% of active-account points of contact current, ensuring account records and relationships stayed accurate as client teams changed ● Hosted client webinars and partnered with Sales on outbound outreach to surface upsell and expansion opportunities ● Identified and executed retention and upsell opportunities based on client needs and platform usage

● Managed 50+ active accounts spanning B2C policyholders and B2B partners, leading a team of 3 while consistently generating $25K+ in monthly sales ● Coordinated a complex insurance submission process end-to-end across agents, underwriters, lenders, and carriers ● Built and documented SOPs for quotation processes across multiple carriers, improving consistency and cutting ramp-up time for new team members ● Created operational processes and documentation covering team procedures, attendance, and carrier management

● Monitored real-time queues for an operation of 200+ agents, tracking volume and service levels throughout the day ● Built and maintained attendance reporting across the team to support workforce planning ● Tracked SLA performance and supported staffing and scheduling decisions using operational data ● Built and maintained performance dashboards, analyzing trends to support team decision-making

Resolved customer issues using ticketing systems with professional communication. Provided technical assistance while maintaining customer satisfaction

Evaluated service quality and supported agent performance improvement. Ensured adherence to customer service and quality standards.