Michelle Babb-Wendler
Knoxville,TN
Summary
Organized, strategic, and detail-oriented Customer Success Manager, Operations Manager, and Insurance Adjuster with 15 years experience providing exceptional direction on new business in the insurance contracting industry and overseeing resource-efficient operations in the contracting building supply industry. Effective team leader and communicator with experience in the start-up industry and TPA/manager repair programs in the Insurance realm.
Overview
19
19
years of professional experience
Work History
Customer Success & Recruitment
handdii
10.2020 - Current
- Conduct research, vetting, and onboarding of new vendors for the contractor network while also providing support and training on the platform and integration with Xactimate.
- Create and implement contractor (customer) success strategies including performance reviews and coaching of vendors
- Increased contractor network vendors to over 300 while also working cross-functionally with the operations team.
- Manage contractor payments, audits, and invoice generation for insurance companies.
- Facilitate seamless communication and coordination between insurance partners and contractors for accurate estimation, invoicing, and timely payment processing.
- Skilled in working with diverse colleagues worldwide
- Provided feedback to enhance platform functionality through collaboration with software developers.
- Work cross-functionally with internal and external partners to achieve client objectives.
- Expertly navigate and manage files in Hubspot CRM to track contractor recruitment interactions and update records and documentation
- Ensure vendors adhere to SLAs and KPIs by providing support, conducting performance reviews, and assistance with navigating the handdii platform
Branch Operations Manager
Kaycan
Fort Myers, FL
05.2014 - 03.2019
- Provided training to employees regarding policies, procedures, and performance strategies.
- Led and supervised a multifaceted workforce comprising of customer service associates, warehouse staff, delivery drivers, and sales representatives.
- Achieved exceeding monthly revenue targets by optimizing daily operations and enhancing branch efficiency.
- Maintained branch files according to recordkeeping and compliance standards.
- Cultivated lasting connections with customers, enhancing ability to meet their product requirements
- Conducted thorough assessments of customer credit applications, collecting necessary financial and trade references.
- Assessed employee performance and issued disciplinary notices.
- Planned and coordinated risk mitigation strategies to protect company assets.
- Implemented training strategies for all branch employees focusing on excellent customer service.
Customer Service Manager
Action Automatic Door Co
Fort Myers, FL
06.2012 - 05.2014
- Drove quality customer experiences by leading retention strategy by improving overall support to CSR's and technicians
- Trained new hires on customer relationship building and retention for repeat business.
- Evaluated technician service routes to improve customer scheduling and productivity.
- Developed employee rewards systems and incentives.
- Worked with General Manager to enhance customer service procedures and policies, boosting customer satisfaction.
Independent Insurance Adjuster
Advantage Adjustment Company
Cape Coral, FL
08.2005 - 04.2012
- Pulled together relevant evidence for bodily injury and liability claims, while maintaining meticulous documentation.
- Gathered information through interviews with insured individuals, claimants, witnesses, and on-site visits to loss locations and properties.
- Obtained, verified, and reviewed medical records.
- Evaluated settlement demands, providing recommendations to clients, while effectively negotiating settlements with attorneys and unrepresented claimants.
- Participated in mediation sessions aimed at resolving unsettled claims prior to litigation.
Education
Independent Insurance Adjuster License
U.S. Career Institute
Fort Collins, CO01.2007
Some College (No Degree) - Business Administration
Grossmont College
El Cajon, CASkills
- Customer and vendor relations
- Xactimate certified
- Employee development and training
- Excellent time management skills
- Microsoft Office, Excel, Word, Teams, Hubspot, Google Docs, Xero, Sharepoint, Trello
- Persuasive selling, prospecting skills, lead development
- Workflow Optimization
- Problem-Solving and Goal Setting, Decision Making
- Performance Reporting, Sales Tracking
- Customer Relationship Management (CRM)
- Lead prospecting
- Retention management
- Schedule Management
- Cross-functional team management
Timeline
Customer Success & Recruitment
handdii
10.2020 - Current
Branch Operations Manager
Kaycan
05.2014 - 03.2019
Customer Service Manager
Action Automatic Door Co
06.2012 - 05.2014
Independent Insurance Adjuster
Advantage Adjustment Company
08.2005 - 04.2012
Independent Insurance Adjuster License
U.S. Career Institute
Some College (No Degree) - Business Administration
Grossmont College