Landan Wilder

Similar Profiles

• Jeffrey StilesJeffrey Stiles

  <ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange

• Michael RitcheyMichael Ritchey

  <ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center<ul> <li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li> </ul> at Equinix Data Center

• Brad MitchellBrad Mitchell

  <ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA

• Ruby GonzalezRuby Gonzalez

  Cash handling, providing customer service, inventory, answering phones, handling guest issues, working with Medi-cal, and ~2 years of dentrix experience at DIENTES COMMUNITY DENTAL CARE (3 LOCATIONS)Cash handling, providing customer service, inventory, answering phones, handling guest issues, working with Medi-cal, and ~2 years of dentrix experience at DIENTES COMMUNITY DENTAL CARE (3 LOCATIONS)