Customer Service Continuous Improvement
Resume:
ELLA GRIGGS
ABOUT ME
Dynamic professional with over 3 years of experience in fast-paced environments. Proven track record of enhancing customer satisfaction through exceptional service and effective problem-solving. Skilled in communication, relationship-building, and leveraging feedback to drive continuous improvement. Passionate about delivering outstanding support and exceeding expectations.
WORK EXPERIENCE
********@*****.***
Newnan. Georgia 30265
EDUCATION
East Coweta High School : High
School Diploma : Graduated in
2014
Claims Service Specialist
Conduct over 50 outbound calls, emails, and chat interactions daily to provide exceptional claims service to policyholders, ensuring timely and accurate resolution of their inquiries and concerns. Assist policyholders in filing new claims, gathering necessary documentation, and guiding them through the claims process, ensuring a smooth and efficient experience. Conduct thorough investigations and evaluations of claims, reviewing policy coverage, assessing damages, and determining claim validity while adhering to company guidelines and industry regulations. Collaborate with internal teams, such as underwriters and adjusters, to gather additional information and obtain necessary documentation to support claim processing and adjudication. Provide regular updates to policyholders regarding the status of their claims, explaining any delays, required actions, or additional information needed in a clear and professional manner. Resolve complex claim issues and disputes by conducting thorough research, engaging in effective communication, and negotiating fair settlements within authorized limits. Document all claim interactions, actions, and decisions accurately and thoroughly in claims management systems, ensuring a comprehensive and organized record of each claim's progress. Anthem Blue Cross Blue Shield Remote Aug 2020 - Current Exceptional Communication Skills
Customer Service Excellence
Typing Speed & Accuracy
Strong Phone Etiquette
Call Center Operations
Complex Problem-Solving
Relationship-Building
Feedback Utilization
Continuous Improvement
Claims Service
Timely Resolution
Documentation
Policy Coverage
Claims Processing
Claim Validity Determination
Collaboration
Underwriting
Adjusting
Status Updates
Dispute Resolution
Research Skills
Negotiation
Claims Management
Call Handling
Product Knowledge
Order Processing
Issue Resolution
Payment Processing
Return and Exchange Handling
Cashier Supervision
Claim Documentation
Claims Investigation
Conflict Resolution
Training and Support
Register Operations
Cash Handling
Financial Auditing
Scheduling Coordination
Customer Inquiry Management
Delivery Process Knowledge
Collaboration with Cross-Functional Teams
CRM Systems Proficiency
Record Keeping
KPI Achievement
Remote Work Adaptability
SKILLS
Call Center Customer Service Representative
Answered incoming calls from customers regarding merchandise inquiries, orders, returns, and exchanges in a timely and professional manner.
Provided accurate and detailed information about product features, specifications, pricing, availability, and shipping options to assist customers in making informed purchasing decisions. Assisted customers with placing orders, including navigating the company's online ordering system, processing payments, and confirming order details for accuracy. Handled customer concerns, complaints, and issues with empathy and a problem-solving mindset, aiming for prompt resolution and customer satisfaction.
Processed merchandise returns and exchanges, following established procedures and guidelines to ensure efficient and accurate processing while adhering to company policies. LTI Holdings Inc Remote Aug 2017 - Aug 2020
Lead Customer Service Cashier
Spearheaded and supervised a dynamic team of 4 customer service cashiers, providing astute guidance, comprehensive training, and unwavering support to ensure the delivery of unparalleled customer service experiences.
Exercised adept conflict resolution skills to address customer inquiries, complaints, and escalations, promptly resolving issues to achieve optimal customer satisfaction and foster long-lasting customer loyalty. Orchestrated comprehensive training programs for newly onboarded cashiers, meticulously instructing them on register operations, cash handling protocols, and intricacies of delivering exceptional customer service. Demonstrated exemplary financial acumen by meticulously overseeing cash register transactions, meticulously ensuring accuracy, efficiency, and strict adherence to company policies and industry regulations. Conducted regular and thorough cash register audits, meticulously scrutinizing financial transactions to identify and swiftly resolve any inconsistencies, thereby fostering accountability and fortifying the integrity of financial records.
Strategically coordinated cashier schedules, meticulously ensuring optimal staffing levels during peak hours and busy periods to guarantee seamless operations and unhindered customer service delivery. Dollar Tree Newnan, GA May 2014 - Aug 2017
Customer Service Specialist
Expertly managed a high volume of incoming customer calls, specializing in Lowe's and Home Depot customer delivery inquiries, ensuring prompt and precise resolution of customer concerns. Demonstrated comprehensive knowledge of products and familiarity with delivery processes, enabling swift and accurate responses to customer inquiries regarding delivery status, tracking information, and scheduling. Fostered seamless collaboration with cross-functional teams, including warehouse, logistics, and third-party carriers, to expedite and streamline delivery processes, ensuring on-time delivery and delivering superior customer experiences.
Utilized customer relationship management (CRM) systems proficiently to meticulously document call details, update customer information, and track issue resolution, ensuring accurate and comprehensive records for future reference.
Consistently surpassed key performance indicators (KPIs), such as call handling time, customer satisfaction ratings, and first-call resolution rates, significantly contributing to the overall success and effectiveness of the customer service team
Ask Consultating Remote May 2014 - Aug 2017
Contact this candidate