Sidra Lestrade
Llupia
Summary
Dynamic professional with expertise in client relations and training material development, honed at Amica Mutual Insurance. Excel in cross-functional collaboration and SEO, driving customer experience improvements and online visibility. Proven track record in managing over 300 monthly requests, enhancing service accuracy, and fostering long-term support efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
SCS Training Specialist
Amica Mutual Insurance
Westbotough
04.2021 - 03.2025
- Provided technical support via ticketing systems and email, addressing service inquiries effectively.
- Created customized onboarding and training materials to boost user adoption and service precision.
- Collaborated across departments to enhance support workflows, improving overall customer experience.
- Assisted in developing internal knowledge base and process documentation for consistent support efficiency.
Customer Care Rep
A-Affordable Auto Ins.
Worcester
08.2020 - 04.2021
- Resolved over 300 customer requests monthly through email and CRM, addressing account access and billing issues.
- Conducted screen-share walkthroughs to deliver tailored assistance for customer education.
- Tracked cases in Salesforce, escalating product-related issues for timely resolution.
Sales and Marketing
Pemberton Farms
Cambridge
10.2018 - 08.2020
- Leveraged expertise in viticulture to enhance product knowledge and customer education.
- Managed comprehensive customer service processes, including product presentations, merchandising, and tastings.
- Facilitated staff development, streamlined order handling, and ensured timely credit follow-ups.
- Created SEO-optimized content that improved online visibility and supported marketing initiatives.
Education
Bachelor of Science - Criminal Justice
Northeastern University
Boston, A05-2007
Skills
- Client relations and management
- Training material development
- Knowledge base administration
- Sales training
- Project implementation
- Search engine optimization (SEO)
Languages
- English, Fluent
- French, Fluent
Certification
- MA Insurance Personal Lines Agent
Timeline
SCS Training Specialist
Amica Mutual Insurance
04.2021 - 03.2025
Customer Care Rep
A-Affordable Auto Ins.
08.2020 - 04.2021
Sales and Marketing
Pemberton Farms
10.2018 - 08.2020
Bachelor of Science - Criminal Justice
Northeastern University
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