Qunella Bri dges

**** * **** * *

Lak e Par k, F l 33403 678-***-****

qunel lar ey nolds@gmail. com

O bj ectiv e

O btain a posit ion as a team-play er in a peopl e-or iented or ganization wher e I can maximize my custo mer -serv ice

exper ience in a challen ging env ir onment to achiev e the cor por ate goals.

S ummar y of Quali ficat io ns

Ø Analy tical thin k er, planner

Ø S trong wr itten and v erbal commun icati on sk ills

Ø Accur acy and Attent ion to detail s

Ø O r ganization al and pr ior itizati on sk ills

Ø Pr oblem analy sis, use of judgment and abilit y to solv e pr oblems efficien tly

Ø S elf motiv ated, I nitiati v e, High lev el of ener gy

Techni cal S k ills and Licen ses

Ø S oftwar e: M icr osoft wor d, Power Poin t, Access, Excel, V isio, O utloo k, Lotu s Not es, Window s XP, V ista

Ø S y stems: Hogan, Emer ald, CI V, F alcon, Beta

Ø I nsur ance: Pr oper ty and Casualty Licen sces

Pr ofessio nal Ex per ience

5/2011 to cur r ent

Allstate

Pr emier Custo mer S er vice M anager

Ø Resolv e compl ex custo mer inqu ir ies/concer ns and r efer other inqu ir ies to appr opri ate ar eas as needed for

r esolutio n

Ø Demonstr ate a compr ehensiv e under standi ng of company pr oduct s in or der to por tr ay confi dence and

cr edibil ity to our custo mer s

Ø Pr oactiv ely ident ify cr oss sellin g oppo r tunit ies (with all Allstate pr oduct lines)i n or der to incr ease

househo ld penetr atio n and impr ov e custo mer r etentio n

Ø Pr oactiv ely ident ify cr oss sellin g oppo r tunit ies (with all Allstate pr oduct lines)i n or der to incr ease

househo ld penetr atio n and impr ov e custo mer r etentio n

Ø S uppor t the fr ontli ne CRS / Leader ship to impr ov e metr ics of per for mance r elated to the Custo mer

S atisfaction Behav ior al I ndex ( CS BI); F CR; and Custo mer inter acti ons. Pr ovide line of suppor t for custo mer

escalation s …wor k ing with fr ontli ne CRS to r esolv e custo mer issues

Ø M onitor and track custo mer issues / educati onal oppo r tunit ies for impr ov ing team per for mance

Custo mer Relati onshi p Claim S pecialist

Ø Commit ment to alway s deliv er wor ld class to ev ery one custo mer

Ø Resolv e all poli cy holder s r equest and conc er ns

Ø Handle claims questi ons effecti v ely

Ø Demonstr ate an under standi ng and fir st call r esolutio n

Ø M ultit ask ing using multi ple onli ne sy stem whil e speak ing with custo mer s

Ø Demonstr ate a compr ehensiv e under standi ng of company pr oduct s and ser vices, and the abilit y to mak e

specifi c r ecommendatio ns to match custo mer 's needs

Ø Pr oactiv ely ident ify and act on sellin g oppo r tunit ies

Ø Cont inu ally lear n and dev elop k nowledge of Allstate pr oduct s and ser vices

5/2008 to 11/2010

Wells F argo

F r aud Analy st

Ø M onitor and r eview accoun ts, inv estigated and r esolv e r epor ts daily

Ø M aintained detail ed r ecor ds of suspici ous activ ity and analy ze suspici ous tren ds

Ø V er ified r epor ts with clien ts and pr ov ided feedback

Ø Demonstr ate adv ance compu ter sk ills util izin g F alcon, Emer ald, Beta, Lotu s Not es, Hogan and CI V

Pr emier Bank er

Ø Call Center custo mer ser vice r ep answer s inqu ir ies, r esolv e issues and meet pr oduct iv ity and sales goals

Ø Assist clien t the financi al pr oduct s and ser vices

Ø S ales Champio n by incr easing sales by 50%

Ø Cond ucti ng team meetings

Ø M otiv ation Design Coor din ator to assist new hir es

Ø Demonstr ate adv ance compu ter sk ills util izin g Excel, Power Poin t, Word, Lotu s Not es, O utloo k and Access

3/2004 to 11/2007

F lor ida Power & Light

Energy Exper t M anager

Ø I nv estigate, ev aluate, signific ant spik e in electr ic cur r ent

Ø Act as a custo mer adv ocate establish ing and maintain ing custo mer r appor t.

Ø Cr eate a posit iv e custo mer exper ience by util izin g custo mer focused pr ocesses, appr opri ate behav ior s and

sk ills to achiev e ov er all business objec tiv es.

Ø Phy sically climb multi ple attic s per day as well as manage and set up a 50 poun d ladder

Ø Tr aining, qualit y ev aluation and pr ocess impr ov ement

Ø Dev elop, track and r epor t k ey ser vice lev els

Ø I mplements poli cies and pr ocedur es for r esour ce management, accoun t maintenan ce and ser vice

oper ations

Ø S elect and train new employ ees, ev aluated thr ough coachi ng, base on k nowledge, techn ical sk ills

inter per sonal sk ills.

Ø Par ticipat e in pr oject s as ident ified to impr ov e business per for mance

Ø M aintains close inter -depar tment al business r elationshi ps to coll abor ate on oppo r tunit ies for

impr ov ement and to achiev e custo mer satisfacti on, r esponsible for leading change and or ganizational

lear ning with in the Call Center .

Ø Per for ms daily analy sis of k ey business metr ics, agent per for mance lev els and pr ocesses to ident ify and

r ecommend ar eas of impr ov ement. Coor din ate and schedul e appr opri ate train ing as necessar y

1/2003 to 3/ 200 4

F ootlo ck er

Assistant M anager

Ø Hir e and train new hir e

Ø V isual mer chandiser, inv entor y tak er, dr iv e sales

Ø Leader ship and dev elopment pr ogr ams

Ø Pr epar e schedul es, bank dr ops

Ø Cr eated v endor r elationshi p

Ø Tr ained for stor e manager

4/2002 to 3/2004

Allied I nter state

Coll ecto r

Ø Cont r act clien ts of delin quent accoun ts v ia mail or teleph one

Ø Pr ocess pay ments and post to clien ts accoun t

Ø Locate clien ts using sk ip trace method, pr epar e statement s to cr edit depar tment if custo mer fails to

r espond

Ø I nitiati ng r epossession pr oceedin gs or ser vice discon nect ion; k eeping r ecor ds of coll ecti on and status of

accoun ts.

Educat io n

Dev ry Univ er sity -cur r ent

Gr aduation 2016

GPA 3.25

Charl ott e, NC

Bachel or, Technic al M anagement with conc entr ation in S ecur ity M anagement

I ES Educati onal S y stem

Pr oper ty and Casualty Licen sces

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