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