Brenna J Daniels
St. Petersburg
Summary
Dynamic Customer Experience Manager with a proven track record at E-Telequote Insurance, enhancing customer satisfaction through expert relationship management and empathy. Spearheaded team training, resolving escalated issues efficiently, and driving policy development. Skilled in critical thinking and verbal communication, significantly contributing to a customer-centric culture and team collaboration.
Overview
23
23
years of professional experience
Work History
Customer Experience Manager
E-Telequote Insurance
Largo
09.2023 - Current
- Trained and mentored customer service staff in best practices and company standards.
- Developed and implemented customer service policies and procedures to ensure a consistent and high-quality customer experience.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Drove customer escalations to resolution by engaging directly with clients.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Created a positive work environment that fosters team collaboration and a customer-centric culture.
Customer Support Executive
E-Telequote Insurance
Largo
02.2018 - 09.2023
- Provided comprehensive support to customers via phone and email, resolving queries efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prioritized and organized tasks to efficiently accomplish service goals. Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Licensed Medicare Specialist
E-Telequote Insurance
Largo
09.2016 - 02.2018
- Provided guidance to customers regarding Medicare products and services.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Maintained up-to-date knowledge of current industry trends in the field of Medicare benefits.
Park Management
Florida Park Service
06.2002 - 03.2014
- Directed daily park operations involving staff supervision, volunteer coordination, and facility management.
- Supported program expansion across district parks by assisting in grant writing and managing special events.
- Collaborated with district park volunteer coordinators and community groups to enhance funding and program development for 40 parks.
- Contributed to effective natural and cultural resource management with a team of 10 as an AmeriCorps member for the benefit of 40 parks.
Education
Bachelor of Arts - Early Childhood Education
University of Florida
Gainesville12-1997
Skills
- Customer relationship management
- Customer empathy
- Retention management
- Teamwork and collaboration
- Adaptability and flexibility
- Verbal and written communication
- Critical thinking
Timeline
Customer Experience Manager
E-Telequote Insurance
09.2023 - Current
Customer Support Executive
E-Telequote Insurance
02.2018 - 09.2023
Licensed Medicare Specialist
E-Telequote Insurance
09.2016 - 02.2018
Park Management
Florida Park Service
06.2002 - 03.2014
Bachelor of Arts - Early Childhood Education
University of Florida
Similar Profiles
Zolia CareyZolia Carey
Senior Sales Director at e-TeleQuote InsuranceSenior Sales Director at e-TeleQuote Insurance
Lacey CrispLacey Crisp
Sales Support Supervisor at e-Telequote InsuranceSales Support Supervisor at e-Telequote Insurance
ASHLEY D. GREENASHLEY D. GREEN
Senior Executive Administrative Assistant at e-TeleQuote InsuranceSenior Executive Administrative Assistant at e-TeleQuote Insurance