Customer Service Management

Gwethalyn Walker

objective

As a professional who is well versed in customer

service and has a formal education in Human Service

Management and Psychology, I would like to secure a

permanent position within a well-established

organization with a stable environment who can

utilize my talents.

Experience

2003-Present Automobile Club of Southern California

Long Beach, CA.

ER Liability Claims Adjuster II

With 92% accuracy, I complete accident reports,

document and conclude various types of claims within

authorized limits to ensure prompt, accurate service

to both insured and claimants. I also interpret

coverage's and applicable laws, evaluate liability

and research opportunity for subrogation, conduct

investigations, assess damage and exposure and

negotiate settlements as part of claims management

to ensure customer/department goals are achieved

within DOI Regulations. I complete ISO

search/retrievals. I am crossed-trained in

insurance, auto/homeowners and I review policies to

ensure accurate information is captured for changes

and revisions to membership and /or polices as well

as explain all procedures related to billing.

2002-2003 Universal Broadband Communication

Irvine, CA.

Provisioning Specialist

Through sales, customer service and telemarketing, I

oversaw the daily operations of provisioning T1 DSO

for Long Distance Service. I worked with vendors and

the IT department to activate services, which kept

our customers satisfaction index high.

2002-2001 Sprint PCS Irvine, CA.

Customer Service Lead

I trained, coached and mentored, new hires,

addressed customer concerns regarding cell service,

billing, minute usage, technical support and

activations. I also perform call- monitoring to

ensure high levels of customer service. When a

training issue would arise, I would implement a new

training strategy, while keeping aware that the goal

is to balance continuous improvement with both an

employee and customer focus in mind. Thus, the

information gained was used to coach employees in

groups or individually to ensure professional

etiquette is being utilized to maximize the quality

of service while boosting the morale of the

employees to ensure both team and individual goals

were met.

Education

2004-2012 University of Phoenix Phoenix, AZ

B.S Human Service Management-Graduated in 2010

M.S. Psychology- Graduation June 2012

Interests

Writing and Research especially on human behavior

and thinking patterns

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