Ashton Brooke Pope
Kyle,,TX
Summary
Motivated Customer Service professional with a proven track record in conflict resolution, problem-solving, and creating customer-focused solutions. Seeking an opportunity to utilize my experience in relationship management to increase customer satisfaction, build loyalty, and reduce response time.
Overview
15
15
years of professional experience
15
15
Years of insurance experience
1
1
Certificate
Work History
Personal-Lines Insurance Customer Service Rep.
Trellis Technologies
Austin, TX
04.2024 - 06.2024
- Analyzed clients' current insurance policies. Recommended additional coverage and utilized my industry knowledge to cross-sell additional products based on the client's needs.
- Prepared and presented insurance quotes to, while educating each client on all available coverages, to ensure they were making informed decisions that protected their homes and families.
- Maintained accurate records of client information, ensuring compliance with company and industry regulations and policies, to prevent any potential exposure risks for both the company and client.
Licensed Insurance Advisor I
Insurance Zebra, Inc. aka www.thezebra.com
Austin, TX
08.2023 - 04.2024
- Cultivated relationships with 100+ clients, achieving a 90% customer satisfaction rate
- Navigated various carrier websites efficiently to present personalized quotes.
- Utilized deep understanding of client needs and effective techniques to exceed targets.
- Diversified revenue streams with effective cross-selling strategies.
- Maintained accurate records of client information, ensuring compliance with industry regulations.
- Enhanced clients' understanding of insurance, leading to notable improvements in satisfaction and renewals.
Account Management Team Lead (Retention Team Lead)
Hippo Insurance
Austin, TX
07.2021 - 06.2023
- Lead a team of 15, achieving SLAs, sales targets, and staffing levels.
- Developed and implemented a new customer retention training program, resulting in a 25% increase in customer retention within the first quarter.
- Achieved a 20% rise in customer satisfaction scores within six months
- Conducted real-time analysis of contact center data to find improvement areas
- Surpassed monthly goals retaining customers and cross-selling with 40+ carriers
- Enhanced retention rates by addressing and escalating issues efficiently.
- Guided new team members in their development, enhancing a culture of continuous learning.
Account Manager (Retention Specialist)
Hippo Insurance
Austin, TX
01.2021 - 07.2021
- Answered customer questions and processed policy endorsements and addressed customer concerns while fostering communication, trust and education to ensure 100% customer satisfaction.
- Developed and implemented a customer retention strategy involving proactive renewal policy reviews that resulted in a 25% increase in ROI.
- Ensured customer satisfaction conducting in-depth policy reviews confirming coverages, identifying potential exposure risks, confirming discounts & pricing while ensuring all their needs are met.
- Remained up-to-date on products and service offerings from a variety of carriers and lines of insurance to better upsell and cross-sell to customers resulting in a 40% increase in new business and a 18% increase in market share.
Customer Support Representative
Hippo Insurance
Austin, TX
03.2020 - 01.2021
- Efficiently handled customer inquiries via phone, email, live chat & text messaging, providing clear and accurate information about insurance policies and coverage while consistently remaining below the maximum AHT expectation.
- Resolved an average of 50+ customer inquiries/contacts per day with a continuous resolution success rate of 99% for four consecutive quarters.
- Leveraged CRM software to track and resolve customer issues, document customer interactions, process endorsements and resolve billing concerns for a customer base of 500+ customer accounts, receiving the 'Customer Advocate of the Year' award for exceptional service and dedication.
- Played a key role in transitioning the company from their existing CRM to Salesforce; integrating their current communication channels, streamlining information access and cutting down response times by 40%.
- Adhered to metrics set forth by Leadership, continually meeting and exceeding goals on a consistent month-to-month basis.
- Assisted customers by explaining complex insurance concepts and terms in a simple and understandable manner to help customers make informed decisions.
Customer Support Representative
Procore Technologies
Austin, TX
09.2017 - 02.2020
- Provided comprehensive product support and maintenance to 1 million+ end-users across the organization, resolving hardware, software and network issues in a timely fashion.
- Developed an extensive knowledge of the Construction industry and the Procore platform and used that to solve customer issues with a one-call resolution.
- Conducted follow up on an as-needed basis to ensure resolution while building relationships and collaborating with multiple departments.
- Attained 95% customer satisfaction across all customer service channels including phone, chat and email by using personalized service for high-value clients.
- Spear-headed keeping track of team backlog to hold teammates accountable and ensure they are managing theirs efficiently.
- Reduced customer service calls and inquiries by identifying and resolving an on-going login issue impacting thousands of users, resulting in a 60% reduction of login support tickets.
- Continuously maintaining a top spot in 7 and 30 day case count among all Reps, exceeding the goal number of cases daily.
- Exceeded goal metrics for FCR (at 80%) Support Rep CSAT ( 93%) and Overall CSAT ( 88%) on a consistent basis.
Customer Service Representative
Insurance Zebra, Inc. aka www.thezebra.com
Austin, TX
04.2014 - 02.2017
- Managed 60+ accounts/policies including Auto, Home and Rental as the first Customer Service Representative in a fast-paced start-up.
- Implemented a new quality assurance program that resulted in a 20% increase in customer satisfaction scores and a 15% decrease in call handling time.
- 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
- Scheduled routes and dispatched trips to over 60 contracted transportation providers in a metropolitan area.
- Assisted in coordination of mass transportation when needed.
- Administered trips for volunteer/ independent drivers and mileage reimbursement program
- Completed all documentation and processed tasks associated to mileage mapping and application procedures if responsible for volunteer/ independent drivers and mileage reimbursement programs
- Worked closely with transportation providers and health care facilities to resolve problems.
- Assigned reservations to network providers to ensure that vehicle resources are used most efficiently and effectively to meet client demands.
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
- Excellent customer service and interpersonal skills
- Skilled in customer relationship management (CRM) systems such as Salesforce
- Excellent verbal communication skills
- Positive and empathetic attitude
- Analytical Problem-Solving Expertise
- Data Collection and Reporting
- Agility & Adaptability
- Customer retention strategies
Timeline
Personal-Lines Insurance Customer Service Rep.
Trellis Technologies
04.2024 - 06.2024
Licensed Insurance Advisor I
Insurance Zebra, Inc. aka www.thezebra.com
08.2023 - 04.2024
Account Management Team Lead (Retention Team Lead)
Hippo Insurance
07.2021 - 06.2023
Account Manager (Retention Specialist)
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
Certification
Licensed General Lines Property & Casualty Insurance Agent (50 States)
References
Karl Baumann
Advocate at Lemonade Insurance karlwbaumann@gmail.com
985-778-9369
Alexis Wilkins
AAA Claims Service Representative alexisjwilkins@gmail.com
817-600-4990
Janet Johnstone
Hippo Insurance Adjuster
janet.lynn17@gmail.com
903-292-9050
Chandra Christie Peña
Hippo Insurance Adjuster cchristie1991@gmail.com
210-810-1871
Erica Lewis
Hippo Insurance Adjuster erica.dc21080@gmail.com
210-616-6255
Matthew Handy
Large Loss Claims Supervisor Kin Insurance
m.handy713@gmail.com
504-717-5657
References
References available upon request.
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