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Branch Service Supervisor Resume Example

Resume Score: 80%

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Greggory
Warren
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service and claims industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Personnel training and development
  • Georgia, Louisiana and Texas Claims Adjuster License
  • Budgeting and reporting
  • Team Leadership
  • Scheduling
  • Training and Development
  • Training and mentoring
  • Customer Relations
  • Exceptional telephone etiquette
  • MS Office expert
  • Negotiation expert
  • Excellent time management skills
  • Customer-focused
Education
Georgia College And State UniversityMilledgeville, GA05/2000Bachelor of Science: Business Administration And Management
Work History
Hancock Finance Company- Branch Service Supervisor
Milledgeville, Georgia06/1991 - 10/2006
  • Assisted with training and development of team members.
  • Handled customer complaints and inquiries.
  • Monitored team's performance and gave feedback when necessary.
  • Updated job knowledge by attending various workshops, training sessions and educational opportunities, including Finance and Management Workshop.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Educated customers on promotions to enhance sales.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Recommended loan product and services to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals percentage.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Utilized different finance tools to approve loans in a timely fashion.
GEICO Insurance Company- Telephone Claims Representative II
Macon, Georgia13/2006 - 12/2011
  • Handled first and third party claims relating to Property Damage and Bodily Injury.
  • Analyzed Attorney Represented Claims in a timely fashion.
  • Submitted and paid rental bills for time of vehicle repair time.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Encouraged policyholders to submit referrals to increase client base.
  • Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
  • Evaluated original investigation reports and documents to resolve secondary concerns.
  • Directed claims negotiations within allowable limit of $85,000 and supported successful litigations for advanced issues.
  • Collected and tracked evidence in support of legal processes.
  • Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
  • Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
  • Conducted thorough property investigations to identify and classify damages for customer claims.
  • Reviewed and adjusted customer coverage levels to address, identify and resolve customer conflicts.
  • Adhered to underwriting, rating and compliance criteria and guidelines to determine associated financial risks.
  • Initiated outbound customer calls to review policy reviews and late payments to avoid lapse in coverage.
  • Documented customer contact to maintain record of customer interactions and elevate quality of service.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
  • Examined claims forms and other records to determine insurance coverage.
  • Investigated and assessed damage to property and reviewed property damage estimates.
  • Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
Home Depot- Senior Resolution Service Expeditor
Atlanta, Georgia11/2014 - Current
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 96%.
  • Provided ongoing guest service, including company products and service advice.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Implemented and developed customer service training processes.
  • Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Recorded actions taken, issues resolved and customer information to effectively manage customer accounts.
  • Cross-trained and backed up other customer service managers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
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Resume Overview

Companies Worked For:

  • Hancock Finance Company
  • GEICO Insurance Company
  • Home Depot

School Attended

  • Georgia College And State University

Job Titles Held:

  • Branch Service Supervisor
  • Telephone Claims Representative II
  • Senior Resolution Service Expeditor

Degrees

  • Bachelor of Science : Business Administration And Management

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