Nichole Hardisty
Tobyhanna
Summary
Strategic account management and business development professional with 14+ years at InsureMyTrip and prior customer-service leadership. Proven in partner relations, Salesforce CRM implementation, training & enablement, and documentation. Track record improving onboarding outcomes, launching revenue-generating initiatives, and sustaining partner/client satisfaction in high-volume contact centers.
Overview
15
15
years of professional experience
Work History
Training & Quality Assurance Manager
InsureMyTrip
Warwick, RI
05.2017 - 06.2026
- Own partner accounts and act as primary liaison to align partner needs with product, training, and operations.
- Drive business development: identify upsell/cross-sell opportunities and support new revenue streams and lines of business.
- Implemented Salesforce CRM: configured workflows, created role-based training, user guides, and drove adoption improving data accuracy and sales enablement.
- Designed licensing/onboarding curriculum that reduced average licensing attempts from 3–4 to most passing in 1–2 attempts.
- Produce SOPs, playbooks, job aids, and partner-facing materials to standardize processes and accelerate time-to-value.
- Coordinate partner meetings, workshops, and executive reviews; ensure smooth partner–client handoffs and rapid issue resolution.
- Manage Training & QA Specialist and lead cross-functional initiatives to improve retention and operational efficiency.
Training & Quality Assurance Specialist
InsureMyTrip
Warwick, RI
05.2014 - 05.2017
- Led QA across voice, email, and chat; provided targeted coaching and corrective action to protect against E&Os and raise service standards.
- Developed training content and process documentation to shorten ramp time and improve consistency.
Senior Travel Insurance Representative
InsureMyTrip
Warwick, RI
09.2013 - 05.2014
- Handled escalated/complex cases; improved conversion and customer satisfaction through consultative problem-solving and knowledge sharing.
Travel Insurance Representative
InsureMyTrip
Warwick, RI
11.2011 - 09.2013
- Performed consultative sales and servicing of travel insurance products; co-created backoffice program for dedicated email/chat support, boosting conversion and reducing team burnout.
Education
High School Diploma -
Warwick Veterans Memorial High School
Warwick, RI06-2001
Skills
- Account Management
- Partner Relations
- Business Development
- Salesforce CRM Implementation
- Training & Enablement
- Documentation & SOPs
- QA & Performance Coaching
- Escalation Resolution
- Process Improvement
- Cross-Functional Collaboration
Accomplishments
- Revamped onboarding/licensing program — most new hires now pass licensing on 1–2 attempts (previously 3–4).
- Achieved and sustained a 100% E&O-free record while serving as Training Manager.
- Assisted with Salesforce implementation and organization-wide user adoption supporting sales and partner teams.
- Consistently commended by customers and partners for clarity, responsiveness, and problem resolution.
Timeline
Training & Quality Assurance Manager
InsureMyTrip
05.2017 - 06.2026
Training & Quality Assurance Specialist
InsureMyTrip
05.2014 - 05.2017
Senior Travel Insurance Representative
InsureMyTrip
09.2013 - 05.2014
Travel Insurance Representative
InsureMyTrip
11.2011 - 09.2013
High School Diploma -
Warwick Veterans Memorial High School