Say hello to our Director of Quality Assurance and one of our original Melons, Brenda Hernandez!
Based on her experience working as a Client Success Manager and Director of Client Success, Brenda felt inspired to develop her role to further streamline processes for our agents and offer the best customer service possible.
As the director of our quality assurance department, Brenda is dedicated to ensuring our digital insurance marketing services exceed all of our clients’ expectations and is always providing valuable insights for continuous improvement.
Take a moment to learn more about how Brenda and our quality assurance department are here to help answer any questions and concerns and achieve your agency’s goals!
What purpose does our Quality Assurance Department serve?
Our quality assurance department serves to streamline internal processes, develop new and improved ways of delivering quality service and serve as an additional resource for our clients with questions or concerns.
How can our clients benefit from our Quality Assurance Department?
We are here to ensure our clients are not only satisfied but they’re also meeting their individual agency goals. We want our clients to feel comfortable sharing feedback about their experience because, at the end of the day, we are here to build fruitful partnerships.
If our clients aren’t satisfied with the partnership, we want to know about it. As a growing business ourselves, it is important that we take all feedback into consideration and continue to make improvements.
How do you resolve client concerns?
I have found that simply listening to our client’s concerns can go a long way. Humans, by nature, just want to know they are being heard and understood. I take a very practical approach. If I come across a client who has concerns, I actively listen, empathize with their frustrations and troubleshoot a solution to make things right.
We never want our clients to feel like their concerns are not being taken seriously. Most importantly, if there is something that we can do to improve their experience, you can count on us to find a way to turn things around.
What types of questions can our clients come to you with?
Our clients can come to me with any questions or concerns they may have! If they’re experiencing anything about the partnership that makes them uneasy or unsure, I want them to know I am here to help. All client concerns remain confidential. We just want our clients to know there is someone besides their client success manager they can reach out to if needed.
What do you most enjoy about your job?
The Melon Local culture has always emphasized the importance of personal and fruitful relationships. In my experience, my clients weren’t just clients.
I have built some very strong partnerships and even gained some friendships while being in the client success manager role. This is what I love most about my job. I truly enjoy helping people, and now that I am the Director of Quality Assurance, it allows me to do just that. It’s very rewarding to be able to take client feedback and implement positive changes internally. I love hearing from clients — that’s what it’s all about!
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For any questions, concerns or suggestions for improvement, contact our Quality Assurance Department.
To schedule a demo with our sales team, click here.