As Metromile’s Quality and Compliance Manager, Prentis Ginn wears a bunch of hats. The San Francisco Bay Area native holds a diverse set of responsibilities: liaising with regulators, implementing user feedback, and ensuring Metromile’s team members are delivering the best service possible. It’s a busy schedule, which Prentis has worked his way toward over nearly six years at the company, starting as a customer service agent and working his way up through quality assurance before taking on his current role. We asked him to offer a bit of insight into his world, both in and out of the office.
Tell us a little bit about your background.
I’m originally from the San Francisco Peninsula. I went to Chapman University in southern California and after graduating, I moved to New York City and worked for a fashion and design startup. Then I moved back to San Francisco to work for Metromile.
What initially drew you to Metromile?
Every startup likes to say they’re “disrupting an industry.” Metromile was the first company I interviewed with where I actually believed that. I think I met with around ten people during my interview. Best decision I ever made. I immediately fell in love with my team.
How has your role evolved over your time there.
Being here for almost six years, my role has definitely evolved over time. I was initially brought in to build out our customer experience team. That morphed into quality assurance and looking out for our CSAT and NPS (two core customer service metrics). Now, as a member of our Legal and Compliance team, I coordinate our regulator inquiries and administer our contract management system, and regulatory and compliance platform.
What do you think makes Metromile so special?
It’s a unique business model. And the career opportunity is special — I’ve gotten to take on a number of different roles here that I might not have elsewhere.
Your first job at Metromile was Sr. Customer Experience Advocate, which involves talking to customers every day. How has this influenced your career path?
Having the ability to quickly process information, strong communication skills, and a genuinely empathetic mindset — these are qualities I’ve taken with me to other roles. This passion has enabled me to empathize with our customer’s position and think outside of regulatory requirements when communicating with various Departments of Insurance.
To those in customer-facing roles, my advice is: you know more about our customers than anyone else. If you see opportunities for improvement, speak up! You are the subject matter experts.
What do you do for fun when you’re not working?
I’m an exotic cat breeder…
However, I do have an exotic breed of cat called a Toyger. Other than that, I play Madden a lot. I play flag football on Saturdays with friends, I’m in five fantasy football leagues…I guess you can say I really like anything football-related. I’m a social butterfly, I’m always out and about on the weekends and I love carbs, sugar, and gluten.