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Skills

  • Claims processing management
  • Medical terminology knowledge
  • Logistics coordination
  • Money handling abilities
  • Multi-line phone talent
  • Retail store support
  • Process automation
  • Training program development
  • Training development aptitude
  • Order fulfillment

Work Experiences

  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Increased the team's revenue by over $12 in sales.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Kept up to date on product and service changes.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.

Summaries

  • Dedicated to exceeding expectations and leading the team to success.
  • Damage Complaints Coordinator with 3 years of successful risk assessment and data analysis experience.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • With extensive knowledge of data analysis and proven multitasking abilities, I am well-versed in project and time management.
  • Bring extensive high-call volume experience working with process consumers spanning 6 years.
  • Strengths in client relations and cross-functional collaboration backed up by Miscellaneous training.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Under duress, personable and professional.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.
  • Motivated to keep customers happy and contribute to the company's success.

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to resolve high-priority damage complaints, improving resolution time by 47%.
  • Reported monthly on key performance metrics to senior leadership, supporting continuous improvements toward achieving operational excellence.
  • Optimized compensation assessments for claim damages, resulting in a 85% decrease in financial discrepancies.
  • Implemented a data-driven approach to track and address recurring complaints, reducing incident recurrences by 45%.
  • Partnered with legal teams to ensure that compensation agreements adhered to contractual obligations, reducing potential litigations by 82%.
  • Led cross-departmental training on compliance in damage claims processing, contributed to a 71% reduction in regulatory infractions.
  • Led a project that streamlined the damage claim submission process, achieving a 15% faster resolution rate.
  • Developed a comprehensive team training program that improved operational accuracy by 15% within 13 months.
  • Assisted in the certification and adoption of Lean system, helping ensure compliance with industry regulatory standards.

Affiliations

  • Freemason
  • American Society of Safety Professionals (ASSP)
  • Institute for Certified Claims Professionals (ICCP)
  • International Association of Professional Claims Professionals (IAPCP)
  • National Transportation Damage Claims Council
  • Jaycees
  • International Council of Nurses
  • Executive Leadership Council for Claims Coordinators and Managers
  • Corporate Legal Compliance Forum - Claims and Damages Specialization
  • National Association of Social Workers

Certifications

  • Certified Fraud Examiner (CFE) - category, 2017
  • Risk Management Professional (RMP) - category, 2019
  • ISO 9001:2015 Quality Management Certification - metric, 2018
  • Certified Operations Manager (COM) - initiative, 2017
  • Certification in Escalation Management Techniques (CEMT) - initiative, 2023
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Professional in Insurance Adjusting (CPIA) - procedure, 2017
  • Advanced Customer Service & Call Center Management (ACSCCM) - procedure, 2015
  • Google Certified Professional Cloud Architect
  • Certified Incident Handling Engineer (CIHE) - metric, 2018

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