Brittany May

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

I joined Valor Mentorship Program in 2024 in pursuit of seeking continued professional growth and development. I have had the privilege of being paired with a tenured customer service supervisor that has helped further develop my leadership skills. During our meetings, we share department insight including my idea for customer service and sales teams to collaborate by generating more leads for the DRC from the CRC. I was invited to attend and lead 2 of my mentor's team huddles, and I took this opportunity to present some suggestions to the team to help generate more leads for the DRC. I shared verbiage including ways to pivot to other lines of business for mono-line existing customers, I encouraged listening for ques during the call that would indicate the customer would be a good fit for other products that we offer, and I explained how customer service is speaking with the warmest lead a company has: a customer that is already doing business with the company. I shared that by having 9 years of experience in the insurance industry, with 4 years of my background being in customer service, I do understand that the focus of customer service is primarily problem-solving. However, I encouraged the team to recognize that the customer service department also encompasses aspects of sales. I explained that each of us have a responsibility to prioritize customer satisfaction and retention, and we do that by getting our products in front of the customer so that the customer can make an informed decision. I provided examples of ways to plant seeds during the call, and I shared that through rapport building and prioritizing customer needs, we provide continuous customer satisfaction and increase business retention. By generating leads for the DRC for multi-line and pet opportunities, this reduces policy acquisition costs since it takes 2-4 years for a policy to become profitable. I also explained that customers are less likely to leave a company that they currently have multiple lines of business with. Furthermore, I shared a pet PowerPoint presentation sharing the value and benefits of pet insurance, and I encouraged sharing their own pet story with the customer so that it resonates with the customer the importance of getting their pet protected with one of our great pet insurance products. Since the meeting, I have seen a noticeable difference in inbound calls generated by customer service, and I intend to share this with my team so that we can monitor progress.