A self-starter with a demonstrated history of working efficiently in a fast-paced environment. Experience in multi-tasking, project management, and assisted management creating and analyzing data. Seeking employment with a company that can capitalize on my management experience, learning and development skills, and technical skills while offering increased insight and experience towards a bright career.

EXPERIENCE

MARCH 2023 – PRESENT

CLIENT SUPPORT FOR INSURANCE BUSINESS PROCESS SERVICES

brighthouse

Remote

Responsible for validating customer entitlement, logging cases for the purpose of routing and dispatching end-users to the proper resources. Monitor the service event through completion for compliance. Manage customer service requests through different access channels. Review customer feedback related to customer entitlement & case management and analysis of statistics. Lead in projects for process and quality improvements and document changes. Manages multiple tasks or cases simultaneously without supervision. Acts as a mentor and supervisor to other non-exempt employees. Provide input on training materials for new and existing processes. Provide training to new and existing employees as needed.

MARCH 2023 – PRESENT

PROCESSING OPERATOR ASSOCIATE

Wells Fargo

Atlanta, GA

Assist in the administrative tasks pertaining to daily processing and preparation of lockbox payments. Support the development and enhancement of established processes for lockbox payments.

JUNE 2019 – NOVEMBER 2022

CUSTOMER CARE LEAD

assurant

Remote

Facilitated in person and virtual trainings for line level team members and leaders. Developed curriculum for various training topics incorporating fun and creative ways to check participant’s comprehension of trainings increasing service scores. Improved team quality performance in 3 months from 96.31% to 98.70% surpassing the goal of 97%. Reduced teams’ overall shrinkage by 35% in the first three months. Completed training needs analysis and provided feedback to management. Project management assistance with various programs. Oversee tracking of training completion and monitored new hire progression. Through continuous development, provided growth opportunities led 5 associates being promoted to other cross functional departments. Assisted with coordinating daily work-flow activities of associates. Resolved escalated corporate and internal customer complaints through root cause analysis and de-escalation tools. Implemented team “Wellness Wednesday” with a focus on mental, emotional, and physical well-being increasing team performance and engagement.

APRIL 2017 – JUNE 2019

SR. CLAIMS MANAGEMENT &TRACKING ANALYST / SR. TAX & ESCROW SPECIALIST

assurant

Atlanta, GA

Researched and resolved escalated issues during the insurance tracking and claim process.

Received “Exceptional Performance Award” for resolving a high-level CFPB complaint. Elected as part of a “focus group” to provide feedback to leadership on call drivers, trends, and overall customer focus. Educated customers on understanding escrow analysis per RESPA guidelines and state established schedules. Researched and resolved issues with tax payments, incorrect legal description and tax sales utilizing vendor systems, third party sources and/or public information.

NOVEMBER 2008 – FEBRUARY 2019

SHIPPING & RECEIVING MANAGER

UPS

Atlanta, GA

Oversaw daily shipping and distribution operations including overseeing the entire process of preparing packages for shipment, inspecting completed orders, supervising team members, controlling the shipping department’s budget, collaborating with other managers, resolving order-related issues, ensuring compliance with regulations and company policies, and reporting activities and issues to management. Responsible for tracking orders, managing shipping documents, directing package flow, and ensuring timely delivery of complete orders.

JULY 2012 – AUGUST 2015

FINANCE SPECIALIST

Greensky

Atlanta, GA

Responsible for reducing delinquent accounts while maintaining the quality of customer service standards. Secured payments and determined reasons of delinquency on loan and credit card accounts. Resolved billing inquiries and negotiated payment arrangements to cure delinquent accounts. Maintained contact details in company’s software applications.

OCTOBER 2010 – JULY 2012

RESOLUTION EXPEDITOR, EPP SPECIALTY TEAM

The Home depot

Atlanta, GA

Specialized in working with appliance and non-appliance warranties with Western Division and Nationwide

processing claims and payouts. Case management and file management. Responsible for inbound communication from internal and external customers via telephone, letters, and email. Identified causes of customer issues and resolved them according to predetermined guidelines and parameters. Managed cases within guidelines, providing service recovery to customers in a timely manner and followed up to ensure satisfaction. Conducted one on one training and coaching of team members.

JANUARY 2010 – JANUARY 2011

RETAIL CUSTOMER SUPPORT REPRESENTATIVE

verizon

Kennesaw, GA

Documented each customer encounter and resolution in the appropriate computer tracking system and adjusts accounts as necessary based upon findings. Identified, reported, and documented system discrepancies. Accurately completed online/hardcopy forms and routes to the appropriate department.

Met and maintained production standards, counts, and inquiry response turnaround times and reprocessed claims. Used call sequencing model to follow-up on open calls to ensure issues were resolved within standards. Participated in training programs and provided support to other departments, as directed. Performed miscellaneous duties as assigned.

OCTOBER 2009 – JANUARY 2010

ADMINISTRATIVE ASSISTANT

Philips Medical Healthcare

Alpharetta, ga

Facilities Management setting appointments, conference room coordinating and logistics, screening calls, managed shipping and receiving request, created, and analyzed reports.

EDUCATION

AUGUST 2008 – AUGUST 2010

BACHELOR OF ARTS BUSINESS ADMINISTRATION, Georgia state University, Atlanta, GA

AUGUST 2005 – AUGUST 2008

LIBERAL ARTS, College of the DesErt, PALM DESERT, CA

SKILLS

TEAM MANAGEMENT, RISK MANAGEMENT, PROJECT MANAGEMENT, WORFORCE MANAGEMENT, PROCESS IMPROVEMENT, POWER BI, CISCO FINESSE, EGAIN ANALYTICS, N.I.C.E., JABBER, MICROSOFT OFFICE, MICROSOFT TEAMS, OUTLOOK, WORKDAY, CITRIX, COMPLAINT MANAGEMENT APPLICATION, ASPECT SOFTWARE, FIELDGLASS.

Contact this candidate