Highly personable MBA Graduate with over 10 years of experience in Telecommunications,
Human Resources, Customer Service, & Insurance combined with experience in account
management, claims and sales processing, call-center operations, and automobile claims handling
within the insurance, technical, and telecommunications industries. Talent for identifying customer needs and presenting appropriate company product and service offerings. Research technical issues and ability to assist clients with troubleshooting, ad hoc queries, market forecasting, and operational analysis. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Actively work independently or with a team of underwriters, managed care, actuarial, compliance, legal, administrative and marketing staff to identify and apply proper coverage as outlined in policy contracts, and achieve team goals. Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Make regular telephone calls to cooperatives to ascertain claim/benefit status Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Proven ability negotiate liability disputes, and to utilize a variety of problem solving techniques to achieve necessary solutions. Excellent time management, project management, and communication skills Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). Proficient with Mitchell Estimating Software. Administrative and marketing experience in the wireless communications and automobile insurance industries Ability to handle multiple tasks simultaneously Ability to work in a fast paced environment with competing priorities Good judgment and strong decision making skills Presents a professional and courteous image to all company guest and vendors ...Continued...
Claims Generalist/Estimator Associate January 2010 to CurrentPROGRESSIVE INSURANCE
Assist customers in automobile insurance claims by setting up and assisting with repairs, monitoring.
rentals, in conjunction with consistently monitoring insurance laws and practices in the state of.
Georgia for one of the nation's largest insurance carriers.
Currently a Designated Total Loss Resolution Specialist with Progressive Insurance Companies Review NADA, Kelly Blue Book, and fair market evaluations for vehicle actual cash values Interpret and process state of Georgia Salvage title forms Investigates, analyzes, and determines the extent of liability concerning loss or damages associated with insurance claims · Interprets policies and analyzes information gathered to determine courses of action required to resolve insurance claims · Decides coverage and liability for insurance claims where these issues are being disputed · Determines the most effective and efficient sequence of activities to make timely contact with all relevant parties · Ensures that conditions are set for a timely and accurate assessment of property damages · Ensures that total loss claims are settled in a timely and efficient manner.
HR Assistant/Customer Care Lead January 2008 to January 2010TELEPERFORMANCE AT&T － Albany, Georgia
Serve as HR Assistant Manager & Customer Care Lead for a major US Telecommunications company providing customer service to its wireless subscribers.
Managed general office and clerical duties in an office setting, updated payroll processing software system to calculate employee pay and hours worked, reviewed resume's for potential job candidates.
Promoted to lead team of 6 employees in daily call center operations.
Was assigned to an exclusive test pilot program to Work-At-Home taking calls providing customer service to inbound customers.
Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction.
Provide employees with tools to maintain and increase service levels to customers.
Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
provide benefits information and guidance to the membership involved through on-site visits when appropriate, under the direction of HR Management in coordination with the field staff Increased employee knowledge by assisting with development and implementation of product-awareness program.
Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.
Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
Customer Service Representative/Cashier January 2006 to January 2008WINN DIXIE MARKETPLACE － Albany, Georgia
Consistently deliver excellent customer service as evident by the number of sales totaled on a daily.
Provided information and guidance to less experienced cashiers, that is, in a timely,.
responsive and accurate manner.
Answer customers' questions, and provide information on procedures or policies.
Compute and record totals of transactions.
Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
Compiled and maintained non-monetary reports and records.
Switchboard Operator January 2004 to January 2005GEORGIA STATE UNIVERSITY － Atlanta, Georgia
Investigated and resolved customer concerns in collaboration with respective agency and other.
Prepared written responses to inquiries.
Provided measurement on volume and trends.
to determine agency education needs and improve customer satisfaction and retention.
Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail.
Bachelor of Science : Business ManagementALBANY STATE UNIVERSITY － Albany, GeorgiaBusiness Management
Masters of Business AdministrationUniversity of Phoenix
Microsoft Office Expert Typing Speed-45 WPMSGA Senior Class Vice President Varsity Basketball& Track Team Captain 03-04