Customer Service Quality Assurance
Resume:
C O N TACT
********.*****@*****.***
Indianapolis, IN 46224
phone
address
P R O F E S S I O N A L S UMMARY
Detailed administrative professional with proven track record of efficiently managing teams of office and
administrative workers and ensuring productivity and accuracy of work. Expertise in training and developing team members, problem solving, and providing quality assurance. Outstanding ability to manage multiple tasks and prioritize work efficiently. Adept at working closely with all levels of management to ensure smooth
operations.
E D U C ATION
January 2001
Certificate in CNA
Genesis
January 2001
GED
Career seekers
E X P E R I E N C E
CSR Supervisor
Insite Managed Solutions, Indianapolis
July 2016 - August 2018
Claims Manager
Combine Insurance, Richmond
Resolved complex technical issues in a timely
manner with customers via phone or email
communication channels.
•
Coached team members on effective problem
solving strategies for difficult customer situations.
•
Created reports summarizing daily, weekly, monthly sales activities with an emphasis on identifying
opportunities for growth.
•
Identified process improvement opportunities that
increase efficiency and effectiveness within the
department.
•
Facilitated resolution between cross-functional
teams when necessary.
•
Maintained detailed records of all interactions with customers through various communication
channels.
•
Conducted regular performance reviews for staff
members to ensure quality of service.
•
Trained customer service representatives on
customer service standards, policies, and
procedures.
•
Provided accurate information to customers on
merchandise return policies, refunds, and warranty repairs.
•
Prepared and presented monthly customer service
performance reports to management.
•
Analyzed customer feedback to identify areas of
improvement and implemented necessary changes.
•
Implemented best practices to improve efficiency of
the claims process and reduce costs.
•
Maintained up-to-date records of all claim activities in accordance with company standards.
•
CUSTOMER SERVICE REPRESENTATIVE
T E R R I A N A M A C O N
September 2018 - January 2025
January 2010 - June 2016
Caregiver/Personal Assistant
Help at Home, Joliet
Monitored daily operations of the claims
department ensuring compliance with applicable
statutes.
•
Identified training requirements to further develop claims team performance.
•
Maximized staff claim investigation capabilities with technical guidance for resolutions.
•
Managed vendor relationships by overseeing the
performance of third-party service providers
involved in the claims process.
•
Conducted regular audits of existing processes to
identify areas for improvement in order to optimize workflow.
•
Provided guidance and mentorship to junior staff
on proper techniques for handling customer
complaints.
•
Maintained a high level of professionalism at all
times while dealing with difficult or sensitive
situations.
•
Researched developments in tort reform for
informing impact on claims management strategies.
•
Identified fraudulent activity during investigations using advanced analytical methods.
•
Performed light housekeeping duties including
laundry, meal preparation and grocery shopping.
•
Helped clients with daily tasks, such as laundry,
housekeeping, and shopping.
•
Assisted residents in activities of daily living to maintain health and dignity.
•
Maintained a clean environment for patients by
following proper infection control protocols.
•
Provided compassionate care to elderly patients,
adapting to their individual needs and preferences.
•
Prepared meals according to client dietary
requirements.
•
Demonstrated excellent communication skills while
interacting with clients, families and other
healthcare professionals.
•
Engaged clients through conversation and
companionship, promoting independence and
meeting social requirements.
•
Developed meaningful relationships with clients,
understanding their personal stories and daily
routines.
•
Responded quickly to emergency situations and
provided necessary first aid.
•
Responded to resident dining needs and assisted
with feeding.
•
Coordinated medical appointments, errands, and
social events.
•
Provided proper care and observation of patient's
skin to prevent breakdown.
•
S K I L L S
• Time Management
• Quality Assurance
• Resource Allocation
• Problem Solving
• Performance Management
• Conflict Resolution
• Goal Setting
• Customer Retention
• Data Analysis
• Call Center Operations
• Team Leadership
C E R T I F I C ATIONS
• CNA
• Driver's License
• CPR Certification
C E R T I F I C ATION DATES
CPR Certification, 09/01/23, Present
R E F E R E N C E S
References available upon request
Contact this candidate