Accomplished, highly engaged self-starter, leader and quick- learner with strong attention to detail and desire to serve others. Versatile skill set with extensive experience in providing excellent customer service, collaboration, member relations, management, training and written and oral communication.
Skills
Exceptional communicator with strong writing, interpersonal, training, presenting, and coaching skills.
Highly-experienced in cultivating rapport across all platforms, to optimize communication, resolve complex problems and provide superior and compassionate customer service.
Collaborative, reliable and results-focused.
Experienced in working in compliance-driven environments.
Strategic thinker with strong problem-solving, analytical, time-management and organizational abilities who ensures top quality and consistently meets deadlines and exceeds expectations.
Naturally motivated and energetic team player who thrives in fast-paced and dynamic environments.
Experience
Auto Claims Adjuster III, 07/2017 - Current USAA – City, STATE,
Investigate, evaluate, negotiate and adjust auto claims to confirm coverage, determine legal liability and equitably settle/defend in compliance with all state regulatory requirements.
Build rapport and trust with each member via phone and email; identify, understand, and interpret customer needs to implement resolutions, and process all claim-related transactions accurately and within established time standards.
Investigate claims, analyze individual state auto insurance contracts, negotiate settlements with customers and lien-holders, and effectively communicate policies and procedures and initiate appropriate action to ensure timely resolution.
Resolve claims-related problems and grievances by compassionately and promptly taking members' and claimants' escalation calls, and escalate calls as needed to ensure resolution.
Collaborate with vendors and third-party administrators to research, mitigate and resolve discrepancies, member concerns, issues and complaints.
Document all status calls and emails thoroughly, accurately and concisely; and write official state communications (i.e., denial and coverage letters) as needed.
Utilize on-line reference materials to provide confident, accurate and efficient information; develop and maintain product, procedural and technical systems knowledge.
Produce results by meeting all metrics consistently, and have received multiple manager commendations for providing excellent customer service.
Front of House Director, Training Director, 04/2007 - 07/2017 Chick-Fil-A Inc. – City, STATE,
Embraced the mission of Chick-fil-A to become a positive influence by personally getting to know guests and going above and beyond to make their experiences positive and remarkable.
Managed, motivated and worked along-side team members in a $4-$6 million stores, meeting sales goals, maintaining a thriving environment for the team members and ensuring customer satisfaction.
Analyzed and reviewed sales trends and worked with operator to ensure appropriate staffing levels for the evening shift.
Improved customer service by setting expectations, coaching employees, and supporting their growth and development.
Built strong, respectful employee relationships to drive employee satisfaction in high turnover industry.
Created, designed and led training and coaching sessions to ensure all team members were properly trained and refreshed on new and current processes and procedures.
Designed and maintained opening and closing checklists and development plans to ensure daily tasks were communicated clearly and efficiently to team members and leaders.
Counted drawers at shift changes, reconciled amounts against computer records, deposited money, and analyzed/resolved overages & shortages.
Planned, coordinated, marketed and implemented various marketing events, specifically weekly Kid's Nights.
Determined root cause of performance trends and developed process improvement plans which targeted assurance in safety, health, quality and customer satisfaction.
Grand Opening Trainer, Field Talent Trainer, 01/2013 - 08/2015 Chick-Fil-A Inc. – City, STATE,
Worked as Grand Opening Trainer to successfully open new restaurants by training and coaching new team members in front-of-house and back-of-house positions.
Provided training, coaching and feedback sessions to operators and restaurant leaders as a Field Talent Trainer at the Chick-fil-A Support Centers; led training using expert learning techniques.
Facilitated Order Experience Rollout training (2015) sessions in six cities.
Blended business’ goals, mission and values with learning development initiatives to deliver high-quality training to employees.
Reviewed training delivery methods to optimize training effectiveness and costs.
Leveraged simulations, team exercises and group discussions to increase training program engagement.
Education and Training
M.A: , Expected in 2017 - University of South Florida - Tampa, FL GPA:
B.A: Organizational Communication, Expected in 2012 - University of South Florida - Tampa, FL GPA:
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