Knowledgeable and dedicated customer service professional with extensive experience in Insurance 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.
Conducted prompt, thorough and fair investigation by obtaining relevant facts to determine coverage, origin and extent of loss.
Negotiated settlement of claims of varying complexity and peril, achieving prompt, fair and equitable settlement of claim in cases of policy liability.
Examined claims forms and other records to determine insurance coverage.
Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
Office Manager and Team Lead Manager, 09/2020 - 06/2021 Lendingtree, Llc. – Sacramento, CA,
Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Developed standard operating procedures for all administrative employees.
Oversaw quality control and productivity rates to increase revenue and production times.
Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.
Managed office operations while scheduling appointments for department managers.
Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Evaluated employee records and productivity to complete employee evaluations.
Arranged corporate and office conferences for company employees and guests.
Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Coached new hires on company processes while managing employees to achieve maximum production.
Coordinated special projects and managed schedules.
Sourced vendors for special project needs and negotiated contracts.
Prepared meeting materials and took clear notes to distribute to Agency Owner
Utilized client and staff feedback to maintain customer partnerships and increase revenue.
Maintained computer and physical filing systems.
Managed CRM database, including troubleshooting, maintenance, updates and report generation.
Compared vendor prices and negotiated for optimal savings.
Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
Cat Adjuster, 06/2019 - 02/2020 Verizon Wireless – City, STATE,
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Conducted target market research to scope out industry competition and identify advantageous trends.
Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
Promoted business via social media to generate leads and maximize brand identity.
Provided my clients with quality hair extensions and wigs.
Established QuickBooks accounting system to reflect accurate financial records.
Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
Maintained account accuracy by reviewing and reconciling checks monthly.
Supported operations by communicating with customers, filing documents and managing data.
Investigated and assessed damage to property and reviewed property damage estimates.
Analyzed information gathered by investigations to report findings and recommendations.
Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
Examined claims forms and other records to determine insurance coverage.
Customer Service Representative, 09/2013 - 01/2017 Dillard's – City, STATE,
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Educated customers on promotions to enhance sales.
Entered customer interaction details in Notes to track requests, document problems and record solutions offered.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Recommended devices and plans to customers, thoroughly explaining details.
Provided primary customer support to internal and external customers in fast-paced environment.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Planned schedules and workflows based on expected customer demands.
Trained, oversaw and mentored new team members to strengthen performance and job expertise.
Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
Contributed to company achieving and holding industry-leading customer service ratings.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Devised solutions to operations issues relating to system and software, working closely via phone, email, live chat and web teleconference.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Patched software and installed new versions to eliminate security problems and protect data.
Average 25 calls per day with one call resolution exceeding company goals.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Sales Representative, 06/2011 - 09/2013 Company Name – City, State,
Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
Devised and implemented product strategies for filling market gaps and driving consistent sales.
Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
Approached browsing customers to initiate conversations to determine buying preferences.
Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions.
Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Met and exceeded upsell goals by highlighting target merchandise with strategic promotional approaches.
Education
Associate of Science: Psychology, Expected in 05/2018 - Pulaski Technical College - North Little Rock, AR GPA:
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