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Skills

  • Presentation skills
  • Order fulfillment
  • Root cause analysis
  • Claims data analysis
  • Training program development
  • Logistics coordination
  • Attention to detail
  • Retail store support
  • Credit card processing
  • Shipping procedures understanding

Work Experiences

  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
  • Followed all customer call guidelines, such as service levels, handling time, and productivity.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Double-checked order data on a three years basis to ensure that transactions and shipping dates were correct.
  • Acquired 13 new customers, resulting in 9% revenue for the team.
  • Kept up to date on product and service changes.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Provided clients with basic technical support for a variety of system company products.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Great phone skills and category talents have a proven track record of increasing productivity and customer satisfaction.
  • With extensive knowledge of data analysis and proven multitasking abilities, I am well-versed in project and time management.
  • Worker with a strong understanding of framework organization and program product issues.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and metric department guidelines.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Committed to providing world-class customer service while remaining professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • HubSpot and program techniques have been taught to me.

Accomplishments

  • Resolved product issue through consumer testing.
  • Developed a comprehensive team training program that improved operational accuracy by 15% within 13 months.
  • Implemented end-to-end claim tracking via Jira, enhancing data accuracy which led to 61% better tracking of pending claims.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved initiative which led to program.
  • Reduced average compensation expense per claim by conducting detailed root-cause analyses, decreasing overall costs by 55%.
  • Collaborated with cross-functional teams to resolve high-priority damage complaints, improving resolution time by 47%.
  • Enhanced customer feedback loop, leading to a 24% increase in positive ratings regarding the claims resolution process.
  • Monitored and analyzed trends in damage complaints, providing weekly insight and recommendations that raised the complaint resolution rate by 22%.
  • Increased the success rate of damage claims by 68% through a proactive follow-up system using Workday for better tracking.

Affiliations

  • Association for Computing Machinery
  • National Transportation Damage Claims Council
  • American Medical Informatics Association
  • Executive Leadership Council for Claims Coordinators and Managers
  • Association for Corporate Growth (ACG) - Claims Management Section
  • National Institute for Standards and Technology (NIST) - Claims Compliance Section
  • Certified Call Center Professional (CCCP) - system
  • Association for Packaging and Processing Technologies (PMMI)
  • Call Center Management Association (CCMA)
  • Corporate Legal Compliance Forum - Claims and Damages Specialization

Certifications

  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Lean Six Sigma Green Belt Certification - initiative
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Project Assistant (CPA) - procedure, 2015
  • ServSafe
  • Certified Public Accountant (CPA)
  • ISO 9001:2015 Quality Management Certification - metric, 2018

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