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Customer Success & Service Leader at Farmer Brown Insurance Agency
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Competencies
Proficient in leading customer success teams, improving retention, and enhancing client experience.
Skilled in delivering clear, impactful communication and engaging presentations to diverse audiences.
Experienced with Go HighLevel, GSuite, Slack, and Office Suite for efficient client and project management.
Effective in leading, mentoring, and collaborating within remote and international teams.
Capable of quickly resolving issues and adapting strategies to changing client and business needs.
Education
Languages
Summary
Dedicated client success manager with extensive experience leading teams, optimizing processes, and driving sales in insurance and property sectors. Skilled in CRM, client onboarding, and remote collaboration.
Key Achievements
- Led and developed a team of 10 customer success representatives, improving team performance and customer satisfaction.
- Managed 600 monthly customer interactions, achieving targeted KPIs for sales and retention.
- Streamlined SOPs and resolved client pain points through weekly team meetings with international colleagues.
- Consistently achieved 57 closed sales per month, driving revenue growth and client engagement.
- Ensured 100% occupancy for short-term rental properties as Office Manager, maintaining high tenant satisfaction.
Experience
Client Success & Customer Service Manager
Led and developed a high-performing team of 10 CS Reps, overseeing 600 monthly customer interactions (50% new clients) and consistently achieving targeted KPIs for closed sales, customer retention, and service quality.. Mentored and coached team members to enhance performance, setting clear expectations and providing ongoing feedback, resulting in a 20% improvement in monthly closed sales and a 15% increase in customer satisfaction ratings.. Designed and implemented new workflows and processes to streamline client interactions, boosting operational efficiency by 35% and enhancing service delivery.. Collaborated cross-functionally with sales, product, and operations teams to identify and resolve pain points, contributing to a 10% reduction in churn and improving customer retention metrics.. Oversaw the execution of retention strategies, ensuring clients were consistently engaged and compliance was maintained, reducing churn to an average of 3 clients/month and improving lifetime value.. Managed monthly premium collection, client compliance, and policy follow-through for a diverse book of business, implementing risk mitigation strategies that led to improved collections efficiency.. Developed and tracked performance reports on team metrics, sales outcomes, and customer satisfaction, utilizing CRM tools and analytics to drive data-informed decision-making and improve team performance.. Led strategic meetings and training initiatives to continuously refine customer service approaches, support professional development, and align team goals with broader organizational objectives.. Fostered positive relationships between clients, insurance carriers, and financing institutions, ensuring seamless communication and resolving issues swiftly.. Enhanced team collaboration by leading weekly meetings with the international team, fostering a strong team culture while aligning on SOPs, best practices, and client-facing strategies.
Client Success & Customer Service Representative
Handled 600 monthly customer interactions (50% new), achieving 57 closed sales per month.. Led weekly meetings with international team to improve SOPs and resolve client pain points.. Executed customer retention strategies, reducing churn to just 3 clients/month.. Collected monthly premiums, managed client compliance, and ensured policy follow-through.. Increased average ticket size and improved online reviews through upselling and follow-up.. Served as liaison between clients, insurance carriers, and financing institutions.. Maintained CRM records, created reports, and responded daily to customer inquiries.
Office Manager
Managed operations for 10 short-term rental properties, maintaining 100% occupancy goals.. Scheduled and coordinated services for maintenance and housekeeping.. Responded to tenant inquiries, resolved issues, and maintained satisfaction.. Conducted tenant screening and ID verification to ensure safe occupancy.