Tabitha Hafford
Little Elm,TX
Summary
Dynamic professional with a proven track record at State Farm, excelling in strategic communication and risk assessment. Adept at optimizing processes and delivering detailed reports, I foster cross-functional collaboration to enhance customer success. My expertise in Salesforce and commitment to continuous improvement drive impactful results in investment planning and client relations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Investment Planning Assistant
State Farm
Richardson, TX
04.2024 - Current
- Researches, evaluates, interprets and provides recommendations regarding investment planning services policies, practices, projects, products and procedures.
- Performs audits, analyzes trends and statistical information for Monthly Negative Balance reports.
- Creates New Business accounts and processes applications.
- Completes trades and distributions for IRA’s and Roths.
- Trained employees for Money Movement Queue, forms and procedures.
- Fosters and maintains relationships with internal and external business partners and customers.
Enterprise Customer Success Specialist
Indeed.com
Remote, TX
09.2021 - 06.2023
- Serviced accounts for compliance and risk using Confluence as our database and submitting tickets via Jira.
- Analyzed search quality and aggregation accounts debugging issues with software and improved processes.
- Supported customer accounts using Salesforce managing requests for training, onboarding and resolution cases.
- Generated client ROI reports detailing candidate applies, Price-Per-Click, budgets and campaigns created.
- Managed new and existing book of business life cycles in addition to existing client account renewals ensuring campaigns are hitting their strategic targets for customer success management.
- Experience with SaaS & marketing automation software.
- Partnered closely with Enterprise Sales teams throughout customer lifecycle to prevent churn and ensure revenue retention and renewals.
- Performed onboarding and lead training on products and services via Zoom with executive C and B-level to specific account teams including heads of Talent Acquisition, Hiring Managers, and Recruiters.
- Onboarded and trained clients on Indeed’s software which included job posting on Indeed’s website, marketing, branding-Company Pages on Indeed, Virtual Job Fairs, job description writing, reoccurring campaigns and budget management.
- Monitored and managed employer content & recruitment advertising campaigns including pay-per-click (PPC) job management, display advertising, and profile branding to ensure consistent product performance and delivery.
Pre-Sales Pricing Analyst
Cigna
Remote, TX
08.2020 - 08.2021
- Prepared medical, dental and vision pricing rates using Cigna’s rating systems for customer success book of business.
- Managed the RFP pricing process, report results and met submission turnaround times.
- Ensured accuracy of information and opportunities in Salesforce.com
- Met timely submission of completed and accurate proposal data to Resource Support Unit (RSU), Underwriting and other matrix partners.
- Proactively communicated with internal and external customers to facilitate the RFP workflow.
- Communicated effectively with Brokers to demonstrate the value that Cigna brings to the market.
- Support New Business Managers with benefit optimization.
Licensed Insurance Representative
Liberty Mutual Insurance
Plano, TX
02.2017 - 10.2019
- Provided client-facing timely, accurate and responsive information and service to policyholders and agents for corporate communications, Personal lines contracts, plans and programs.
- Provide certificates of insurance, bonds and contractual insurance guidance as required.
- Developed, researched and maintained trust and safety cases for user safety, privacy and risk, procedural implementation, SharePoint and technical systems knowledge.
- Identified, understood and interpreted customer needs to implement resolutions and makes recommendations for coverage enhancements.
- Managed and utilized time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Experience using MicroStrategy, creating workflows and reviews and SLA's.
- Experience with account management processes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handling time and productivity.
- Educated customers about billing, payment processing and supporting policies and procedures.
Education
High school diploma -
Sharpstown Senior High School
HoustonHouston
Associate - Liberal Arts and Humanities
Houston Community College
Bachelors - Business Administration
Capella University
Skills
- Strategic communication
- Risk assessment
- Salesforce usage
- Process optimization
- Research
- Compliance monitoring
- Regulatory compliance
- Cross-functional coordination
- Program support
- Detailed reporting
- Data interpretation
- Adaptability and flexibility
- Continuous improvement
Certification
- Property and Casualty License 2020
Timeline
Investment Planning Assistant
State Farm
04.2024 - Current
Enterprise Customer Success Specialist
Indeed.com
09.2021 - 06.2023
Pre-Sales Pricing Analyst
Cigna
08.2020 - 08.2021
Licensed Insurance Representative
Liberty Mutual Insurance
02.2017 - 10.2019
High school diploma -
Sharpstown Senior High School
Associate - Liberal Arts and Humanities
Houston Community College
Bachelors - Business Administration
Capella University