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Work Background
Center for Women & EnterpriseClient Experience Coordinator
Nov. 2023Coordinate, attend, and host frequent WBENC (Women Business Enterprise National Council) informational and networking events
Ensure quality reporting of client activity, including working with consultants to ensure documentation is submitted properly and in a timely manner
Maintain strong client relationships with consulting, listening, triaging and recommending supports based on individual client needs, and ongoing consistent communication
Handle confidential sensitive proprietary information to process WBENC & federal WOSB (Women-Owned Small Business) certification applications
Enhance the center’s relationship with funding, such as U.S. Small Business Administration
Simply BusinessUser Researcher
Oct. 2021 - Oct. 2023Implemented a higher standard for presenting and creating empathy in stakeholders by independently testing a new user-centric technique
Plan, recruit, screen, and execute both moderated and unmoderated, qualitative and quantitative research, and usability testing
Dramatically increase form completion, question comprehension, hit rate, as result of market research and data analysis
UX Research to uncover and identify customer pain points and share findings in a collaborative way with stakeholders, and prioritize these findings to improve overall customer experience and business sales
Simply BusinessLicensed Insurance Agent
Jan. 2021 - Oct. 2021Consistently lead US division in sales, quality, revenue, and customer care rankings
Advocate effectively and liaise for customer needs to underwriters, product, and quality teams
Efficiently manage time to ensure maximum growth and customer satisfaction
Recognized asset and approached specifically to coach, motivate, and lead colleagues to success Unmatched ability to have fun, work with all personalities, and get results. individually and team
Eastern Insurance Group LLCSales and Service Assistant II
Jan. 2019 - Jan. 2021Norwell, MassachusettsDramatically surpass timeline expectations of obtaining Division of Insurance Producer’s License Collaborate with Account Executives to ensure consistent, quality client management
Navigate multiple platforms to effectively update accounts, log activities, establish follow-up dates
Process and manage accounts, proposals, and all documentation in accordance with standards
Prepare 12-month proposals to evaluate and analyze account, used in negotiating market coverage
Eastern BankAssistant Branch Manager
Dec. 2014 - Jan. 2019Annual Chairman Award for Excellence recipient in recognition of exceptional sales and professional performance
Reach all annual team and independent sales goals (ranging from 100% to 150% completion), repeatedly giving our branch Pinnacle status
Coach, oversee, and develop employees to grow in their careers, meet professional goals and exceed own expectations
Assist customers in financial planning as well as become customers’ “go to” banker for all their financial needs
Identify customer needs and develop best solutions
Attend and participate in conference calls, management meetings and company trainings
Oversee and help in coworkers’ development, including creating and executing individual development plans
Communicate with various other departments as voice of customer to ensure all customer needs are met
Create in branch promotions to motivate coworkers as well as involve customers in personalized interaction
Bank of AmericaProfessional Teller
Jul. 2013 - Dec. 2014Process a range of retail, commercial, and personal transactions
Manage customer inquiries and complaints while complying with all operational and security policies and procedures
Consult with clients about a variety of bank products and services as well as identify and refer for sales opportunities
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