Ashton Pope
Kyle,TX
Summary
Resourceful Leader, trained in resolution of critical issues within time-sensitive environments with a successful track record of building and maintaining talented teams. A highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets and exceed goals/KPIs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Licensed Insurance Advisor I
Insurance Zebra, Inc. aka thezebra.com
Austin, TX
08.2023 - Current
- Developed and implemented sales strategies to increase market share of insurance products.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
- Advise clients on their insurance needs and coverage options based on individual requirements.
- Provide assistance with billing inquiries, payment processing, and customer service issues.
- Maintain accurate records of client information including contact details and policy changes.
- Identify opportunities for cross-selling additional policies or services to existing customers.
- Ensure compliance with all federal, state, local laws and regulations regarding insurance practices.
- Perform routine follow-up calls to assess customer satisfaction with products and services.
- Resolve disputes between customers and insurers by researching and interpreting policy language.
- Exceeds assigned sales and retention targets each quarter by upselling insurance products.
- Greatly improves office operations by reducing backtracking of work through creation of material movement process.
Account Management (Retention) Team Lead
Hippo Insurance
Austin, TX
07.2021 - 06.2023
- Lead a team of Account Managers and Associate Account Managers toward service operations objectives including service level agreements, sales targets, staffing levels, efficiency and customer satisfaction/experience targets.
- Coached & trained Agents on upselling and cross-selling third party products such as Umbrella, Flood, Auto, Earthquake, etc.
- Consistently exceeded monthly targets on retaining existing customers and cross-selling third party products with over 40 additional carriers.
- Analyzed daily reporting via Salesforce & Amazon Connect to ensure corrective actions are taken to meet targets on a real-time basis while maintaining a positive customer experience.
- Worked within the larger leadership org to deliver key strategic objectives.
- Performed routine audits of system activity for team members. Worked with team members to ensure accuracy & appropriate application of established procedures.
- Lead, motivated and developed the team to a high standard of achievement and efficiency.
- Coordinated training, coaching and mentoring requirements.
- Monitored agent schedule adherence to ensure it is within target
- Carried out quality and performance monitoring and take remedial action when necessary.
- Handled escalated calls and deal with customer complaints.
- Recruited and conducted interviews as well as assist in the training of new hires.
- Drove change through planning, change management, and decision making e.g. introduction of new work.
- Developed strong working relations with other departments.
Account Manager (Retention)
Hippo Insurance
Austin, TX
01.2021 - 07.2021
- Answer customer questions and address concerns, resulting in retention of accounts and customer satisfaction.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Work to retain accounts and meet personal and team goals on a daily and monthly basis.
- Cross-sold third party products such as auto, umbrella, flood, earthquake etc. with over 40 additional carriers.
- Create quotes and recommend appropriate insurance products based on member needs. Sell new business insurance policies to prospective clients while adhering to all underwriting guidelines.
- Assess the needs of each insured based upon the collection and analysis of the insured’s financial information e.g. property review, loss review, credit rating and other underwriting criteria as deemed necessary by appointed companies.
- Provide prompt, courteous service to our existing portfolio by offering policy reviews to members.
- Inform customers about billing procedures, process payments, providing payment option setup assistance.
- Assist in the training of new employees on procedures and policies to maximize team performance.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Developed thorough understanding of products and service offerings to better upsell and cross-sell to clients.
Customer Support Representative
Hippo Insurance
Austin, TX
03.2020 - 01.2021
- Providing expert customer support via email and phone in a high volume contact center environment.
- Adhered to metrics set forth by Leadership, continually meeting and exceeding goals on a consistent month-to-month basis.
- Spearheaded the implementation of Salesforce as a CRM for the Support department with upper Management.
- Document and tracked customer account details using Salesforce.
- Manage denials, late payments, extensions and other special circumstances by following up with relevant parties.
- Resolved routine and complex issues by performing detailed research.
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Skillfully and patiently explained coverage options to policyholders, answering any questions or concerns.
Customer Support Representative
Procore Technologies
Austin, TX
09.2017 - 02.2020
- Developed an extensive product knowledge of Procore and used that to solve customer issues via phone, email and chat daily.
- Conduct follow up on an as-needed basis to ensure resolution while building relationships and collaborating with multiple departments.
- Ramped up multiple new hires by conducting training's, shadowing and being a buddy or mentor to them.
- Spear-headed keeping track of team backlog to hold teammates accountable and ensure they are managing theirs efficiently.
- Worked with upper management PSEs and SPCs and R&D on improving the login process for Clients to reduce the number of login cases Reps are receiving daily after seeing an up-tick in login issues.
- Continuously maintaining a top spot in 7 and 30 day case count among all Reps, exceeding the goal number of cases daily.
- Currently averaging above the goal metrics for FCR (at 80%) Support Rep CSAT ( 93%) and Overall CSAT ( 88%) and trending upward.
- Cross-trained on Support and Implementation roles in order to provide skilled back-up for customer-facing teams.
Customer Service Representative
Insurance Zebra, Inc. aka www.thezebra.com
Austin, TX
04.2014 - 02.2017
- Single-handedly managed 60+ accounts/policies including Auto, Home and Rental as the first Customer Service Representative in a fast-paced start-up.
- Developed and implemented new procedures to facilitate business growth.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Implemented organizational policies and procedures to sustain business goals and streamline operations.
- Hired, trained and mentored 20 staff members to maximize productivity.
- Organized structure of customer service department to optimize coverage for expected demands and enhance response efficiency.
- Processed each application and performed verification and underwriting of each policy to ensure they met all qualification criteria.
- Created an outbound call campaign to ensure policies remain active and on the books and see to it that premiums were collected on time.
- Stayed ahead of policy renewals to ensure Customers were receiving the best rate and that they were 100% satisfied with their policy to increase retention.
- Answered a high volume of inbound calls and emails while performing multiple tasks at a time to meet deadlines and production expectations.
Insurance Agent
Acceptance Insurance
Austin, TX
01.2013 - 04.2014
- Reduced financial discrepancies by accurately resolving billing issues while processing applications and cancellations.
- Drove client retention by increasing savings opportunities and identifying premium discounts.
- Streamlined operational efficiencies by researching problems and delivering speedy issues resolution.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Cultivated professional relations to establish long-term profitable partnerships.
Customer Relations Specialist
TrueCar
Austin, TX
05.2012 - 10.2012
- Built relationships with dealerships across the country by providing first-line support and education.
- Manage front-line communications with program Dealers and Consumers to resolve differences relating to pricing, lead delivery, invoicing and other program requirements for TrueCar and all of its Affinity Partners
- Liaise directly with Dealers and Consumers and assist in successfully facilitating issue resolution
- Thoroughly investigate consumer issues and make recommendations for appropriate resolutions such as necessary training up to punitive measures
- Full ownership of the complaint process, end-to-end while documenting all aspects of Consumer and Dealer communication
Assistant Transportation Coordinator
LogistiCare
Austin, TX
12.2011 - 05.2012
- Schedule route and dispatch trips to all manner of providers.
- Assist in coordination of mass transportation when needed.
- Administer trips for volunteer/ independent drivers and mileage reimbursement program
- Completes all documentation and process task associated to mileage mapping and application procedures if responsible for volunteer/ independent drivers and mileage reimbursement programs
- Works closely with transportation providers and health care facilities to resolve problems
- Assigns reservations to network providers to ensure that vehicle resources are used most efficiently and effectively to meet client demand
Customer Service Representative
Progressive Insurance
Austin, Texas
10.2009 - 10.2011
- Followed specific security rules and guidelines to protect sensitive data, including policy-holders medical records and payment card information.
- Answered calls in a high-volume inbound contact center to aide policy-holders in making payments and changes to existing policies.
- Accepted ACH and Debit/Credit card payments from policy-holders for month premiums and amendments.
- Adhered to state insurance rules and regulations while assisting policy-holders in making changes to their policies.
- Thoroughly documented each customer interaction with accuracy.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
High School Diploma -
Leander High School
Leander, TX2007
Skills
- CRM Software
- Comparative Rater Experience (EZLynx)
- SaaS Software Experience (Sage, Jirra, etc)
- Account Management
- Client Retention
- Leadership
- Data Analyzation (Report Generation)
- SLAs (Service Level Agreements)
- Coaching & Constructive Feedback
- Analytical Thinking
- Training & Development
- Performance Tracking and Evaluation
Certification
- General Lines Property & Casualty Insurance Agent
- Personal Lines Property & Casualty Agent
Timeline
Licensed Insurance Advisor I
Insurance Zebra, Inc. aka thezebra.com
08.2023 - Current
Account Management (Retention) Team Lead
Hippo Insurance
07.2021 - 06.2023
Account Manager (Retention)
Hippo Insurance
01.2021 - 07.2021
Customer Support Representative
Hippo Insurance
03.2020 - 01.2021
Customer Support Representative
Procore Technologies
09.2017 - 02.2020
Customer Service Representative
Insurance Zebra, Inc. aka www.thezebra.com
04.2014 - 02.2017
Insurance Agent
Acceptance Insurance
01.2013 - 04.2014
Customer Relations Specialist
TrueCar
05.2012 - 10.2012
Assistant Transportation Coordinator
LogistiCare
12.2011 - 05.2012
Customer Service Representative
Progressive Insurance
10.2009 - 10.2011
High School Diploma -
Leander High School
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