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Skills

  • Freight operations
  • Employee coaching
  • Schedule mastery
  • Complaint Escalation Prevention
  • Inbound and outbound calling
  • Caseload management for diverse clients
  • Store maintenance
  • Conflict mediation
  • Product organization
  • Direct sales

Work Experiences

  • Conducted customer interviews for program issues and provided feedback to the management team.
  • Customers were contacted about service upgrades, new metric services, and account changes.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Collaborated with managers to create service improvement plans.
  • Named Top Seller for 6 months through coordinated.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and standard data.
  • Gathered, tracked, and analyzed customer requirements in order to meet delivery deadlines and order fill rates.

Summaries

  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Well-versed in QuickBooks solutions and a strong communicator.
  • Working with regulatory limits and initiative department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Solid team player with a positive attitude and demonstrated ability to build rapport with clients.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Community Service Representative who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Community Service Representative with 13 years of system customer service experience.
  • Well-versed in the products, services, and consumer trends of the Miscellaneous.

Accomplishments

  • Led a cross-cultural engagement initiative resulting in 75% higher satisfaction among non-native English-speaking community members.
  • Formulated a comprehensive plan to engage disengaged youth in community activities, leading to a higher turnout rate of 62% over several months.
  • Played a pivotal role in the development of an emergency response protocol, enabling the team to provide assistance to 6 individuals within three years.
  • Managed a caseload of 17 clients monthly, ensuring 67% timely access to resources and services for high-need populations.
  • Facilitated mediation between conflicting community groups, resulting in a peaceful resolution and a 25% decrease in recurring issues over 18 months.
  • Advocated for policy changes benefiting low-income families, resulting in the passage of program, improving access to housing and essential services.
  • Utilized conflict mediation skills to successfully address community disputes in 6 months, reducing escalation rates by 28% compared to the previous period.
  • Analyzed data on service delivery performance and presented recommendations to leadership, contributing to a Innovation Award win in 2020.
  • Spearheaded a local voter registration drive that surpassed engagement goals by 64%, promoting civic participation and awareness.
  • Introduced a mentorship program pairing long-time community volunteers with new recruits, improving the onboarding process and increasing volunteer satisfaction by 25% points.

Affiliations

  • Member of the Board of Directors for the Chicago Volunteer Network - Actively involved since 2024 in steering committee initiatives.
  • Member of Citizen Advisory Council for Vantage – Advising on policies and programs that impact underserved communities.
  • Member of Toastmasters International – Improved public speaking and community engagement skills since 2018.
  • Certified in Insights Discovery® – Applied emotional intelligence frameworks to develop personalized client service plans.
  • Certified Conflict Resolution Specialist through the Association for Conflict Resolution - Awarded in 2015.
  • Volunteer with the American Red Cross in Atlanta - Organized local community support activities.
  • Organized and led sessions at the National Customer Service Association (NCSA) Conference, focusing on conflict resolution in community services.
  • Member of the National Association of Social Workers (NASW) - Active since 2015, focusing on community outreach and advocacy.
  • Awardee of the Community Development Society's Service Award for outstanding contributions to community programs.
  • Volunteer Coordinator for Habitat for Humanity - Engaged 15 community members in building projects.

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Conflict Resolution Mediator
  • Apple Certified Associate (ACA)
  • Conflict Resolution Certification from Beacon Labs
  • Salesforce
  • Affordable Housing Management Certificate
  • Advanced Certificate in Event Planning for Communities
  • Social Impact Strategy Executive Program Certification
  • Public Speaking for Nonprofit Professionals by Ironclad Systems
  • Crisis Intervention Certification by Summit Group

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