Michael Trapani

[Formerly Gabi Personal Insurance, acquired by Experian Oct. 2021] ∙ Lead a high performing team with a focus on customer retention by exciting and delighting our customers through phone, chat, email, and Gabi Product enhancements; maintaining an industry leading 96% CSAT, 92 NPS, and 93% YoY Policy Renewals ∙ Reports to the Director of Customer Experience, and is responsible for developing tactical and strategic initiatives to drive customer retention in line with company OKR and KPI expectations ∙ Developed and executed A/B tests cross functionally with Marketing, Analytics, and Engineering to measure the impact of automated versus personal interaction with cancelling customers that lead to process improvement ∙ Piloted an NPS and CSAT initiative in the Account Management Team that drove a 65% increase in NPS response rates from customers ∙ Partnered with Product, Marketing, Engineering, and Gabi Poland teams to implement a strategic customer policy renewal project driving a 2.5% increase in customer renewals YOY ∙ Coordinated with partner business unit in Poland to assist in developing and managing the Account Management Team’s quality control, maintaining a quality score of 94%.

∙ Lead a high performing team with a focus on customer retention by exciting and delighting our customers through phone, chat, email, and Gabi Product enhancements; maintaining an industry leading 96% CSAT, 92 NPS, and 93% YoY Policy Renewals ∙ Reports to the Director of Customer Experience, and is responsible for developing tactical and strategic initiatives to drive customer retention in line with company OKR and KPI expectations ∙ Developed and executed A/B tests cross functionally with Marketing, Analytics, and Engineering to measure the impact of automated versus personal interaction with cancelling customers that lead to process improvement ∙ Piloted an NPS and CSAT initiative in the Account Management Team that drove a 65% increase in NPS response rates from customers ∙ Partnered with Product, Marketing, Engineering, and Gabi Poland teams to implement a strategic customer policy renewal project driving a 2.5% increase in customer renewals YOY ∙ Coordinated with partner business unit in Poland to assist in developing and managing the Account Management Team’s quality control, maintaining a quality score of 94%.

∙ Work with a 15,000+ customer book size to assist in servicing, cross-selling, and advising on insurance policies. ∙ Reach and exceed monthly customer retention goals consistently through cross-selling, and customer servicing activities. ∙ Designed, implemented, and oversaw company book audit that reviews 1000+ policies per month, ensuring all new business policies are sold accurately and correctly. ∙ Handled all escalated customer issues and ensured that the customer had a positive experience even in complex scenarios

∙ Work with a 15,000+ customer book size to assist in servicing, cross-selling, and advising on insurance policies. ∙ Reach and exceed monthly customer retention goals consistently through cross-selling, and customer servicing activities. ∙ Designed, implemented, and oversaw company book audit that reviews 1000+ policies per month, ensuring all new business policies are sold accurately and correctly. ∙ Handled all escalated customer issues and ensured that the customer had a positive experience even in complex scenarios

-Provided Life, Home, Auto, and Earthquake quotes to prospective and current customers. -Assisted customers with new and ongoing Home and Auto claims, ensuring that the claim moved along promptly. -Helped customers by servicing their accounts, all to be sure that they were receiving the correct amount of coverage at the best value. -Always maintained highest level of customer service by quickly resolving any customer issues, ensuring quality communication with customers to mitigate confusion, and being empathetic to customer needs.

-Acted as central node of client security operations; handling multiple emails and phone calls per day -Managed access control, tracked radio traffic, performed threat assessments of ongoing operations -Compiled reports of day to day occurrences, and assisted with any other operational needs as decided by the client -Worked in a small team delegating tasks to one another ensuring all incoming information was assessed and acted upon

-Coordinated with hospital staff regarding patient needs -Worked in high stress situations that demanded excellent communication skills, as well as adaptability to changing conditions -Trained new hires on computer programs used, and proper protocol -Provided the highest level of professionalism and customer service during interactions with all persons in any given situation

-Prepared and cooked rotisserie chickens -Cut and packaged meats, tracked temperatures of meat cases and other storage mediums -Assisted customers with special orders

-Handled store keys, safe codes, and alarm codes at multiple restaurant locations (Folsom, Roseville, Citrus Heights) -Coordinated restaurant operations at multiple store locations by managing employees, inventory, and store earnings -Assisted in the opening of a new store location by taking part in the hiring process, training new hires, and general restaurant preparation