Tyshawn Young
Chicago,IL
Summary
Customer-focused professional with over 3 years of experience managing high-value accounts and strengthening customer relationships across Customer Success and Insurance. Experienced in supporting revenue growth through cross-sell and upsell conversations, simplifying the customer journey, and providing timely, solution-oriented support. Known for partnering with sales, product, and operational teams to optimize portfolio performance, enhance service delivery, and improve overall customer satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Success Manager
Coalition, Inc
Chicago, Illinois
06.2023 - Current
- Manage a client portfolio exceeding $20M in cyber and tech E&O premiums, ensuring timely servicing, and long-term account stability
- Resolve 200+ weekly inquiries across email, phone, and ticketing systems, consistently surpassing SLA targets, and contributing to higher customer satisfaction
- Support key revenue touchpoints by coordinating renewals, bind requests, certificates of insurance, and policy endorsements with brokers, sales reps, and underwriting
- Identify customer needs and streamline their support journey by clarifying coverage, gathering risk data, and facilitating cross-department communication
- Maintain accurate account records within CRM and internal systems to support performance tracking, retention, and account planning.
Insurance Operations Specialist
Shafer Insurance
Knoxville, Tennessee
04.2022 - 01.2023
- Acted as a primary liaison between insureds and carriers, ensuring timely policy updates, accurate billing, and resolution of claims or servicing issues
- Streamlined renewal workflows by identifying risks, initiating proactive outreach, and removing barriers to continued coverage
- Partnered closely with Account Managers to prepare competitive quotes, contributing to improved new-business conversion rates
- Trained new team members on internal systems, AMS workflows, and renewal tracking tools to strengthen team performance
Employee Experience Specialist (Intern)
Emerald Youth Foundation
05.2021 - 04.2022
- Managed end-to-end onboarding for new stakeholders, serving as their primary point of contact to ensure smooth adoption and positive experiences
- Collaborated with VP-level leadership to understand stakeholder needs, and proactively recommend solutions
- Oversaw a high-volume pipeline of 10 or more active accounts weekly, maintaining detailed records and follow-up workflows
- Coordinated cross-functionally to resolve issues and align internal teams around a unified client experience
Education
Master of Arts - Ethics And Public Leadership
Johnson University
Knoxville, Tennessee05-2022
Master of Science - Political Science
University of Tennessee At Martin
Martin, TN05-2021
Skills
- Account management
- Customer relationship management (CRM)
- Portfolio management
- Upselling and cross-selling support
- Customer experience improvement
- Technical and product aptitude
- Cross-functional collaboration
- Renewal and retention strategy
Timeline
Customer Success Manager
Coalition, Inc
06.2023 - Current
Insurance Operations Specialist
Shafer Insurance
04.2022 - 01.2023
Employee Experience Specialist (Intern)
Emerald Youth Foundation
05.2021 - 04.2022
Master of Arts - Ethics And Public Leadership
Johnson University
Master of Science - Political Science
University of Tennessee At Martin