Company: Aspida, Durham, NC
Nomination Submitted by: Mod Op
Company Description: Founded in 2020 by industry veterans, Aspida is an annuity company built on a foundation of expertise, security, and strength. With an A- (Excellent) rating and the backing of Ares Management Corporation, a leading global alternative investment manager, we’re committed to a tech-first approach that reshapes the client experience.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
 Nomination Title: Becky Reisinger
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 199 words used.
As Aspida’s Chief Experience Officer, Becky Reisinger has played a crucial role in designing the technology infrastructure that streamlines internal operations and the overall insurance process for both clients and partners. Becky brings a unique perspective to her work, focusing on delivering exceptional speed and efficiency to increase client satisfaction, while also creating a positive end-user experience. Her expertise in industry regulation has allowed Aspida to develop a cutting-edge technology infrastructure that sets it apart from its competitors. Similarly, Becky’s strong collaboration with various teams across the organization has enabled her to contribute a comprehensive understanding of what's required to deliver on the promise of a modern insurance experience.
Previously, Becky served as Director of Customer Service and VP of Client Experience. In her current role, she oversees the Licensing & Contracting, New Business, Customer Service, Premium Remittance, Underwriting, Claims, and Mailroom Operations team. Each team shares a singular focus – delivering exceptional service to clients, producers, and insurance organizations. Her leadership philosophy emphasizes data-driven decision-making, technological innovation, and a people-first approach that empowers her team to meet ever-evolving client expectations. Under her guidance, Aspida serves as the pinnacle of white-glove service, responsiveness, and operational excellence for the industry.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Becky has played a vital role in advising on Aspida’s tech stack, helping shape the cutting-edge technology infrastructure as the backbone of its ability to provide excellent service. Its seamless integration and intuitive user interface automate internal processes, enabling Aspida to respond to client needs quickly and consistently exceed expectations. Becky has ensured that Aspida’s technology enhances operational efficiency and delivers unparalleled client experiences, setting a new industry benchmark for exceptional service. Under her guidance, the Operations team achieved the following in 2024:
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An impressively low abandonment rate of 1.6%
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A one-touch service ticket resolution rate of 92.6%, minimizing the need for follow-ups
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Average Ticket Turnaround Time (TAT): Reduced from 19 minutes, 48 seconds in 2022 to 13 minutes, 12 seconds in 2024.
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90% of EFT eApps issued within 24 hours, with the fastest issued in just 6 seconds.
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Seamlessly onboarding 3,685 agents and 586 agencies so far in 2024.
Becky has also been responsible for overseeing the final stage of user acceptance testing for Aspida's technology stack. She ensures seamless functionality for software updates and new feature rollouts and maintains constant communication with external distribution partners and in-house users. She also gathers candid feedback to enhance the technology and address industry pain points. This feedback loop is crucial to Aspida's ability to improve its offerings and stay ahead of the curve in the rapidly evolving insurance landscape.
Recently Becky was promoted from VP to Chief Experience Officer due to her amazing work and growing team.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 250 words used.
Becky stands out as a leader because of her insistence on a standard of excellence while constantly scaling to address business needs. She instituted a policy that the entire Operations team is licensed in North Carolina, and other companies have begun doing the same. Since 2022, the company has doubled its employee count and the Operations team has grown threefold while maintaining its stellar efficiency metrics. Their abandonment rate in particular is astounding – remaining below 2% for the last three years – while their one touch service ticket resolution rate continues to sit above 90%.
Becky’s collaborative approach extends beyond her immediate team. She often partners with IT and Product Development to develop systems that empower both clients and employees. This integration of technology with service ensures Aspida’s ability to stay ahead of industry trends. She possesses an infectious enthusiasm and relentless drive to innovate and deliver exceptional results. Her energy is palpable, often inspiring those around her to push beyond limits and strive for excellence. She approaches every task with a strategic mindset and a collaborative spirit, breaking down silos and fostering a sense of unity among colleagues. As a result, she has honed the unique ability to identify and capitalize on opportunities to streamline processes and improve outcomes.
Client feedback consistently reinforces Becky’s impact, frequently commending Aspida’s team for their professionalism, responsiveness, and ability to exceed expectations. Under her guidance, Aspida has not only set new industry standards but demonstrated how visionary leadership can create lasting impact.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 8 words used.
List of testimonials: https://docs.google.com/document/d/1zIO0c-yGp0rrmpm7W-AwCimvGvrBYVJjpylLLlJUfwU/edit?usp=sharing
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