Employee Relations Social Media

Employment History

TRANSAMERICA

Technical Support Representative

March 2020- Current

Serves as the point of contact for World Financial Group associates, agents, and senior partners requiring support for technical issues. Completes basic troubleshooting for World Financial Group passwords, applications, and email. Cross-trained to provide additional support to associates, agents, and senior partners for state/providence licensing requirements for retirement, life, and annuity investment products.

ASURION

In-Home Delivery & Set-Up Expert

June 2019- March 2020

Provided in-home customer and technical support to customers in need of help setting up replacement devices. Completed basic troubleshooting such as email and application set up and device activation. Responsible for meeting performance metrics such as on-time arrival, set up percentage and Smart Home Support engagement.

PROGRESSIVE AUTO INSURANCE

Multiple Positions Held

April 2016- March 2019

Claims Generalist Intermediate- Bodily Injury

February 2018- March 2019

Offered, negotiated, and settled low to moderate impact non-litigated/attorney represented injury claims. Communicated claim information such as liability decisions and settlement offers to policyholders, claimants, attorneys, and medical providers. Assisted with training and mentoring of entry-level Claims Generalist Associates. Provided support to leadership through team-building and positive work environment activities.

Claims Generalist Associate- Commercial Auto

April 2016- February 2018

Provided customer support throughout the claims process to effectively and efficient resolve claims. Compiled, investigated and analyzed all information presented to determine coverage, liability, and total loss of a claim. Effectively communicated coverage and liability decisions to policyholders, claimants, and 3rd parties involved in the claims process.

BANK OF AMERICA

Multiple Positions Held

February 2009- April 2015

Officer; Customer Relationship Manager II / Team Lead– Atlanta, GA

January 2013- April 2015

Worked with consumers, 3rd party agencies, and internal Bank partners to resolve complaints escalated to the Office of the CEO& President. Met with customers via face-to–face and telephone appointments to assist through foreclosure alternative programs. Reviewed customer documents for underwriting and quality assurance reviews. Provided additional support to management through coaching, delivery of training material, and management of daily reports. Headed pilot program used to identify trends and root cause for consumer issues.

Officer; Mortgage Servicing Team Manager II – Getzville, NY

July 2011- January 2013

Managed a team of associates within the Office of the CEO& President. Researched and resolved consumer complaints made through social media and traditional media avenues. Wrote and reviewed executive summaries for senior management. Managed and communicated information concerning employee relations (i.e. time tracking, salary information, human resources documentation and disciplinary action forms). Performed quarterly and yearly employee evaluations and provided coaching/feedback on employee quality and performance.

Mortgage Servicing Specialist II –Getzville, NY

February 2009- July 2011

Serviced inbound and outbound calls from consumers seeking alternatives to foreclosure. Assisted with collections efforts on delinquent accounts. Reviewed customer documentation for underwriting readiness.

Education

HOLY TRINITY DIOCESAN HIGH SCHOOL – Hicksville, NY

High School Diploma, May 2006

SUNY AT BUFFALO STATE COLLEGE– Buffalo, NY

B.A. of Psychology, May 2010

Skills Summary

Consumer/Client Service

Negotiation Skills

Claims Handling

Communication Skills

Computer Proficient

Detail Oriented

Inventory Management

Troubleshooting

Ability to multi-task

Analytical Skills

Organized

Investigative Skills

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