Anne Voss
Ardmore,PA
Summary
Dynamic and seasoned professional with over 25 years of dedicated customer-focused experience, enhanced by 5+ years of specialized expertise in the SaaS industry. Demonstrated success across various industries, adept at understanding client needs and cultivating enduring relationships. With a proven track record across diverse business market sizes, from small-scale enterprises to large corporations, I excel in high-pressure environments, consistently delivering results while upholding quality standards. Known for my unwavering work ethic and reliability, I am committed to continuous improvement and driven to exceed expectations by delivering exceptional value.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Zywave Inc.
(Remote) Milwaukee, WI
05.2021 - 02.2024
- Delivered comprehensive product training, support, and education to customers, leveraging extensive knowledge in workers' compensation alongside other insurance sectors.
Resolved problems, improved operations and provided exceptional service.
Demonstrated and explained product features, benefits, and developed custom solutions for customers based on their individual business objectives.
Effectively managed customer accounts, overseeing renewals, and managed contracts within the Salesforce (SFDC) platform.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Collaborated with cross-functional teams to develop strategies for driving customer success.
Assisted sales team by providing technical expertise during the sales process.
Identified areas where current products are not meeting expectations or could be improved upon.
Performed QA testing of new features prior to their release into production environment.
Worked with engineers to improve user experience and to ensure feature specifications are understood and implemented correctly.
Reviewed and tested issues related to data migration to ensure accuracy of results.
Worked closely with accounting personnel to ensure proper reconciliation of accounts receivable balances.
Prepared internal and regulatory financial reports, balance sheets and income statements.
Communicated progress updates at regular intervals with senior leadership.
Gained extensive knowledge in data entry, analysis and reporting. - Communicated progress updates at regular intervals with senior leadership.
Executive Operations Manager
Shift Insurance Applications | Modgic
(Remote) Bend , OR
12.2018 - 05.2021
- Provided support for customer inquiries, complaints, and technical issues via phone, email, chat, and video conference and maintained accurate records of all interactions in a CRM system.
- Facilitated and streamlined customer account set up, onboarding, training, and showcased product features and functionality to meet the needs of the customer and ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement, satisfaction and retention.
- Managed website content and layout, including Knowledge Base articles, bureau rating updates, new features, news, forums.
- Oversaw all operational activities, such as billing/invoicing, payments, renewals, collections, contract management, and tracking company expenditures.
- Developed marketing emails and promotions to increase product use and foster brand awareness.
- Processed payroll, sales commissions, and maintained proper documentation of employee personnel and tax compliance.
- Maintained up-to-date knowledge of industry trends related to product development and monitored competitor activities in order to stay ahead of the curve.
- Tracked and reported regularly on website and marketing emails analytics, such as page views, unique visitors, bounce rate.
- Gained extensive knowledge in data entry, analysis and reporting.
Property Claims Adjuster
Allstate Insurance Company
Malvern, PA
04.2014 - 12.2018
- Delivered exceptional customer service to clients: communicated information, actively listened and addressed concerns, provided status updates, guidance on the claim process, and exemplified empathy and compassion.
- Investigated property damage claims to determine coverage and explained coverage decisions with confidence and in a timely manner, while adhering to company and policy provisions and procedures.
- Coordinated emergency repair, cleaning companies, contractors and alternative living arrangements to optimize customer claim handling.
- Evaluated and documented property and content damages and assessed value based on market trends and depreciation factors; Determined fair and applicable financial compensation and distributed large monetary sums.
- Created detailed repair estimates in software estimating system; Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Negotiated settlements with customers and vendors.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
Attended training sessions periodically for continuing education credits. - Spearheaded annual office wide giving campaign; organized volunteer projects and raised funds for local non-profit organizations.
Property Claims Adjuster
Allstate Insurance Company
Diamond Bar, CA
10.2010 - 04.2014
- Delivered exceptional customer service to clients: communicated information, actively listened and addressed concerns, provided status updates, guidance on the claim process, and exemplified empathy and compassion.
- Investigated property damage claims to determine coverage and explained coverage decisions with confidence and in a timely manner, while adhering to company and policy provisions and procedures.
- Coordinated emergency repair, cleaning companies, contractors and alternative living arrangements to optimize customer claim handling.
- Evaluated and documented property and content damages and assessed value based on market trends and depreciation factors; Determined fair and applicable financial compensation and distributed large monetary sums.
- Created detailed repair estimates in software estimating system; Drafted statement of loss to summarize damages, payments and underlying policy coverage.
- Negotiated settlements with customers and vendors.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Attended training sessions periodically for continuing education credits.
Education
Bachelor of Arts - Business, Family, And Consumer Sciences
California State University - Long Beach
Long Beach, CA01-2006
Property & Casualty Licenses:
FL, SC, CT, RI, OK, KY, LA, NC, TX, NH, GA, VT, PASkills
- Communication and Interpersonal Skills
- Account Management
- Customer Service and Support
- Customer Relationship Building and Retention
- Training, Education and Onboarding
- Adaptability and Flexibility
- Insurance Knowledge: Workers' Compensation and Property & Casualty
- Customer and Company Advocacy
- Operations Management
- Organizational and Leadership Skills
- Strategic Planning and Product Utilization
- Proficient in Salesforce, HubSpot, Intercom, Quickbooks, Atlassian products (Jira, Confluence, Trello), DataGroomr, Microsoft Office Suite products, Gusto, Teams, Squarespace, MailChimp
Volunteer Work
- Habitat for Humanity
- Junior League of Philadelphia
- Food Bank
- Cradles for Crayons
- Tired Hands Volunteer Corp
References
References available upon request.
Timeline
Customer Success Manager
Zywave Inc.
05.2021 - 02.2024
Executive Operations Manager
Shift Insurance Applications | Modgic
12.2018 - 05.2021
Property Claims Adjuster
Allstate Insurance Company
04.2014 - 12.2018
Property Claims Adjuster
Allstate Insurance Company
10.2010 - 04.2014
Bachelor of Arts - Business, Family, And Consumer Sciences
California State University - Long Beach
Property & Casualty Licenses: