Call Center Quality Control

Stefanie Farley

Cell: 239-***-****

Email: ***************@******.***

Salus Care May 2023-May of 2024

Case Management/Benefits Application Assistant

Responsible for assessing patients and creating a service plan that enables each patient with their mental health journey. Responsible for completing all Social Security applications for the agency. Responsible for completing the 3-6 months of care for each patient as I see fit. Responsible for providing resources and enabling self-independence for each patient.

Amazon 2022-2023

Customer Returns Associate /Team Leader

Responsible for processing customer returns for the RSW5 location and exceeding production expectations. Responsible for quality control and various support roles to ensure all company and customer concerns are fulfilled.

Private Security 2021

Freelance security guard providing safety at every site. Being situationally aware to better enhance the overall events safety.

Safeco/Liberty Mutual 2008-2018

-Call Center Representative for the inbound call center: inbound auto insurance claims call center where we handled express claims and all inbound claim intake calls for the company, handled the customers needs, escalation in certain situations, and making sure all insurance policies are followed.

-Licensed Total Loss Adjuster Team Lead/Trainer

Maintained all customer relations, finalizing all auto total loss claims, handling all team needs, assisting the supervisor and helping the training process for all employees.

Benicorp Insurance 2002-2008

Human Resource Specialist

Assisted the senior managers with all human resource duties, internal issues with staffing, grievances, and certified PHR functions for maintaining the workforce relationships. I was a HR specialist for a health insurance company and we had an inbound call center. I was responsible for making sure all departments including the call center functioned under all company standards.

Purdue University

Bachelor’s in Psychology

Minor in Organizational Leadership and Supervision

Skills

Creativity

Leadership

Organization

Problem solving

Teamwork

Detail Oriented

Managerial Skills

Quality Control

Public Speaking

Advocate

Flexibility/Ability to Adapt

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