Stephanie McCloud

Licensed Property & Casualty Insurance Professional. Founded and implemented the agency’s first client service department, managing operations across commercial and investor clients.

• Created and launched the agency’s first-ever service department, designing processes, workflows, and systems from the ground up; successfully implemented the department in stages, now fully operational for four months.
• Solely manage all client service inquiries, ensuring requests, updates, and account changes are completed accurately, efficiently, and with a high-touch client experience.
• Built and implemented a CRM workflow system to automate client communications, improve operational efficiency, and ensure timely follow-up on all service requests.
• Maintain a 95% completion rate on service requests within 24–48 hours, demonstrating reliability, organization, and attention to client satisfaction.
• Oversee end-to-end client issue resolution, coordinating with internal teams and external partners to ensure timely updates and transparent communication throughout the process, with all activity documented for client access.
• Launch and manage client-facing portals, maintaining accurate account information and documentation while troubleshooting technical issues to ensure a seamless digital experience.
• Maintain accurate account records and documentation to support operational efficiency, compliance, and internal reporting.
• Build and maintain strong client relationships through proactive communication, personalized service, and consultative guidance, identifying opportunities to improve client outcomes and satisfaction.
• Collaborate across teams to deliver a seamless client experience from onboarding through ongoing support, fostering trust and driving long-term engagement and retention.

• Started career in the corporate Customer Experience Center (CXC), quickly transitioning to the Sewell BMW of Plano dealership to support customer experience operations on a small team of five associates.
• Named backup team lead in the CXC department, assisting with workflow management, team coordination, and escalated customer inquiries until March 2023.
• Transferred to the Service Cashiers Department, managing all customer-sensitive information, invoicing, filing, scanning, and closing service invoices accurately and efficiently.
• Process and reconcile extended warranty and insurance payments daily, ensuring accuracy and compliance with dealership and financial policies.
• Oversee day-to-day service operations, supporting workflow efficiency, team coordination, and customer satisfaction on the back end of the service department.
• Maintain attention to detail and accuracy while handling financial transactions and sensitive customer information, ensuring operational integrity and compliance.

• Managed daily store operations, including team scheduling, inventory control, and cash handling, ensuring efficient workflows and smooth service delivery.
• Led and coached a team of 10–12 partners per shift, developing leadership, communication, and conflict resolution skills while fostering a collaborative and high-performing work environment.
• Delivered high-quality customer experiences, performing regular quality checks and resolving complaints promptly to maintain satisfaction and loyalty.
• Implemented process improvements to streamline operations, improve team productivity, and maintain service quality during high-volume periods.
• Trained and mentored new team members and baristas on company policies, workflows, customer engagement, and product knowledge, contributing to consistent team performance, skill development, and retention.
• Coordinated with management to monitor operational metrics and ensure adherence to brand standards, demonstrating attention to detail and accountability.