Odessa M. Thullah

Atlanta, GA * 504-***-**** * ad1edp@r.postjobfree.com

Professional Summary

Over 10 years of experience to include complex liability decision making, premier customer service and issue resolution in vast industries. Proven business acumen as evidenced in effective communication, interpersonal, and keen analytical skills. A self-starter, detail-oriented, flexible professional, solution-oriented leader/team player exceeding goals and objectives.

Skills For Creating Business Value

Microsoft Office Process Flow/Administrative tasks Process Improvement

Vendor Management Proven people skills Effective liability Decision

Teams, Zoom, Verint, Workforce Aspect, Netsuite, MAAP Keen Analytical Skills

Education

Southern University A & M - Baton Rouge, LA Major: BS Business Management

Texas A & M Commerce - Mesquite, TX Major: Alternative Teaching Certification

Professional Experience

Alvaria Inc., Atlanta, GA

Order Fulfillment Specialist

08/2022 – 10/2023

Manage order processing to ensure timely fulfillment of call center software and licensing efficiently and effectively

Collaborate with cross-functional teams (account executives, customer service, 3rd party vendors, and IT teams) to mitigate fulfillment issues

Define and document organizational procedures to promote consistency, ensure knowledge transfer and resolve processing gaps

Process CX fulfillment of customer orders for ALM, APM, AQM, UIP, PROPHECY, SAP/BOE, WFM, Noble, and Nuance Licenses

Liaise with key stakeholders to respond and resolve customer inquiries and concerns in a timely manner

Ensure detail-oriented order processing documentation and communication

Investigate complex incomplete orders, software version, and quantity in support of prompt mitigation and fulfillment

Utilization of multiple systems concurrently to issue different licenses

State Farm Ins., Atlanta, GA

State Farm Ins., Richardson, TX

Licensed Claim Specialist & Total Loss Specialist

09/2021 – 08/2022 (TL)

12/2016 – 11/2019 (CS)

Verified coverage, extent of damage and issued first and third-party payments

Investigated, evaluated, negotiated, and settled total loss vehicle claims

Applied knowledge of policies, procedures, laws, statutes, and insurance regulations to determine coverage, liability, 1st and 3rd party property damage

Utilized multiple systems efficiently and concurrently to process claims i.e. ECS, CCC, ADD, Variant, MS Office

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Ensured prompt verbal and written collaboration with internal partners, agents, and external vendors to resolve claims

Reviewed estimates for accuracy, managed rental car logistics, rendered fair and accurate liability decisions and applied state negligence laws

Engaged in specialized or additional investigation when required for prompt mitigation and subrogation i.e. fraud, unique vehicles etc.

Consistently met/exceeded goals of settling11 total loss claims weekly, 80% schedule adherence, and 25 On-Demand-Messages weekly

Licensed to Adjust Claims 13 States: CT, DE, FL, GA, KY, LA, NC, NH, OK, RI, SC, WY, TX

Travelers Insurance Co., GA

Interaction Center Representative

03/2020 – 09/2021 (Pandemic)

Built and maintained effective relationships with customers via high volume inbound calls

Issued small business commercial proof of business certificates based on state requirements

Ensured detailed documentation to support issuance of certificates

Recognized for upselling - provided policy options and responded to requests for quotes or changes to existing policies

Awarded outstanding customer service as evidenced by customer feedback

Consistently met goals of 90% AHT, Schedule Adherence, Voice of Customer, Transaction Quality and Phone Quality

A+ Charter School LLC., Dallas, TX

Certified English Teacher 6th & 7th Grade

07/2007 – 11/2016

Created and implemented daily lesson plans supporting multiple learning styles based on district and state curriculum

Incorporated state defined instructional goals and objectives while administering lessons/assessments using oral and written methods

Implemented technology-based instruction to reinforce content learning and retention

Participated in extra-curricular activities, coached/developed student communication and presentation skills

Developed unique coaching for productive results techniques to help students conquer goals and objectives

Maintained75% - 80% passing rate on STAAR tests

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