Tiyatre Armstrong Cell: 480-***-**** Email: ad11mz@r.postjobfree.com

PROFESSIONAL SUMMARY

●8+ years customer service experience

●6+ years call center experience.

●4+ years sales experience

●2+ years leadership experience

●2+ years Insurance experience

●Self-motivated, personable business professional with experience in sales, customer service and client relations

●Able to tactfully and diplomatically work with professionals, colleagues, and clients of all levels in various business situations.

●Demonstrated history of producing quality work product and meeting all stated deadlines

●Open, flexible and versatile - able to work in demanding, ever changing, deadline driven business and maintain professionalism under pressure.

●Efficiently create and present information to internal teams over zoom or in-person.

●Comfortable working within a team and individually

●Complaint resolution and technical support and customer retention

●Document processing and reporting experience

EDUCATION / CERTIFICATIONS

La Joya High School – Diploma

Phoenix College — Associates

Accident Life & Health Insurance Producer

SKILLS

Salesforce (CRM tools)/SAP/Digital Marketing/Accounting/Outlook / QuickBooks / WordPerfect /Excel /PowerPoint/ /Data Entry/IOS Software /Remote Desktop/Quality Control/Order Management /Technical Recruiting/Insurance Underwriting/Critical thinking/ Problem solving/investigative case work/reporting/ incident processing/ De-escalation/ Claims Analysis/Case Management

PROFESSIONAL EXPERIENCE

Bank Of America (CONTRACT) 03/2022— 11/2023

Customer Relationship Manager

●Responsible for reading, analyzing and/or determining appropriate handling and resolution of requests, while providing exceptional service.

●Manage Treasury Commercial Card products.

●Own escalation/fraud cases

●Manage existing client relationships through operational tasks and frequent review.

●Informational reporting, comprehend, analyze, and interpret documents.

●Review and process various transactions/transfers of commercial account holders

●Work with internal business partners to provide resolution to client inquiries, issues, and/or technical support.

●Follow global procedures while completing administrative duties.

●Manage program administrator relationships.

●High volume inbound/outbound contacts

Vanguard (CONTRACT) 02/2021 – 02/2022

Financial Services Agent

●Answered client requests and completed transactions to resolve client needs.

●POC for investments, funds and general account information.

●Onboard new client relationships ensuring accuracy and thorough review of all new paperwork.

●Perform quality control on all new accounts after wealth account opening and funding.

●Followed standardized processes to complete monetary and administrative transactions.

● Documents and reports client feedback for process improvement efforts.

●Used consultive approach to position products and services to clients.

●File fraud reports/claims

●Onboard new accounts and outside account transfers

●Inbound/outbound contacts Also handled other general inquires.

●Office/ remote environment

Boeing (CONTRACT) 05/2020 - 02/2021

Account Manager (DOD)

●Complete technical quality reviews/audits for new business processing and order administrative transactions

●Build and maintain business relationships with clients and their customers.

●Make Reservations or appointments for materials as needed.

●Attend and lead customer calls, prepared with a summary of open customer queries and orders, and ready to discuss and resolve open items in real time.

●Creating service requests as need be / tickets

●Handle escalated calls/cases and zoom meetings with clients.

●Work within a team to determine best ways to improve day to day functions/ Solutions to any common issues.

●Assist customers with any questions, comments or concerns regarding their account.

●Process repair orders and part orders as needed.

●Inbound/Outbound contacts

Honeywell 04/2019 - 03/2020

Account Manager (Commercial Aerospace/DOD)

●Upon request, provide a summary view of a Customer's open order book with delivery status look-ahead that includes projected delivery performance to customer request date and reasons for delays (if required).

●Proactively provide status on delayed orders with reasons.

●Monitor open order delivery status and initiate product exchanges, rentals, escalations as needed to meet customer on-time delivery needs.

●Own customer escalation and work with different teams and functions to resolve it.

●Drive any internal changes required due to customer actions and process requirements including, but not limited to, standard work and Customer Specific Work Instruction updates.

●Attend and lead customer calls, prepared with a summary of open customer queries and orders, and ready to discuss and resolve open items in real time.

●Clearly articulate a problem statement and help required to support functions to drive accurate and timely response.

●Enter Orders, Quotes and order reviews while adhering to SLAs

●Ensure accurate entry of purchase orders and repairs.

●Consistently ensure that weekly Open Order reports are conducted.

●Call Center/Office environment

Ditech Holdings (CONTRACT) 01/2019 – 03/2019

Insurance Claims Representative

●Responsible for all processing functions related to the support of property insurance claims.

●Quality review on new claims to ensure there is no fraud.

●Process and underwrite customer protection plans.

●Responsible for maintaining appropriate paperwork and perform follow- ups to ensure timely completion of the claim process.

●Take Inbound claims calls and assist customers with claim procedures and claims related questions.

●Process new claim checks and claims information per department standards.

●Make outbound calls to customers, other divisions, and insurance companies.

●Protect the collateral through the claims process while ensuring timely service to our customers.

●Call Center Environment

Dirt Doctors LLC 07/2016 – 01/2019

Sales Manager/ Technical Analyst

●Assisted with daily operation; plan daily cleaning routine/routes, and provide site inspections to

●Assisted with setting up back-end networks and systems.

●Handle any inquires coming in from clients in regard to services and issues with their online account.

●Generated close to 250K in sales.

●Made outbound calls to clients to personally train them on how to use the software.

●Ability to maintain a high level of accuracy in preparing and entering information.

●Manage small team, ensure all work is complete and done to company standards, provide resources to help growth of team.

●Effective verbal/listening communications to resolve client concerns.

●Effective time/stress management daily to ensure all aspects of the business runs smoothly.

●Maintain and replenish inventory, check stock to determine inventory levels, anticipate needed supplies, verify receipt of supply.

●Support sales team in generating business. (Flyer promotions / Site Visits / Demos / Cold Calling)

●B2B Sales / Territories

Contact this candidate