Kimberley Mackay

• Deliver personalized support and guidance to clients via Microsoft Teams video meetings, enhancing client satisfaction and engagement.
• Schedule and coordinate client meetings through Calendly and Microsoft Teams, optimizing client interactions and availability.
• Organize and maintain detailed client profiles and records.
• Facilitate communication between Client Operations, Fraud, Wholesale, Marketing, Website, and Leadership teams.
• Create and revise client communication templates to ensure clarity and consistency in messaging.
• Coordinate information across multiple communication channels and departments to support efficient operations.

• Supported agency owner by managing client appointments and coordinating policy review meetings to streamline operations.
• Prepared daily agendas to keep agency owner organized for meetings and appointments.
• Drafted engaging agency newsletters and client communications to enhance client relationships.
• Maintained the agency website and social media platforms.

• Met directly with clients to conduct policy reviews and provide ongoing service and support.
• Managed high volume of incoming phone calls and email correspondence, ensuring timely responses and client satisfaction.
• Provided direct support to the agency owner and assisted with large client portfolios for both Spokane and Coeur d’Alene offices.
• Worked closely with underwriting teams to meet requirements and deadlines for newly written policies.
• Led biweekly team meetings, coordinating communication and setting priorities to enhance team collaboration.
• Prepared travel arrangements, meeting agendas, and other administrative materials for the agency owner.
• Organized agency events and directed client benefit programs, fostering relationships with local businesses and schools to enhance community engagement.

Graduated Cum Laude