Support Specialist Customer

Valarie Dail

***** ******** *******, *******, ***** 76036 • 602-***-**** • *********@*****.***

Customer Support Specialist with 20+ years of experience and a proven track record of using my excellent communication and problem-solving skills to resolve customer inquiries and meet company KPIs. Team player and self-starter that’s driven, provides high quality work, and is highly motivated to make an impact in my next role. Experience

JULY 2023 – PRESENT

Aircraft Records Analyst (Contractor)American Airlines ACM - Digital Data Dallas, Texas Process and review maintenance records to ensure accuracy and completeness. Identify, track, and upload corrections to records with discrepancies. Ensure timely, accurate and synchronized data migration from existing formats into the AirVault system. Regular engagements with Engineering, Quality Assurance, Maintenance teams for records management. Work as the liaison to the Compliance group for FAA inquiries and support. Research and resolve unmatched aircraft data. Distribute and retain documents as required by AA and FAA policy. Reconcile all aircraft log pages

MARCH 2023 – APRIL 2024

Hallmark Aviation DFW Airport Records Specialist Fort Worth, Texas Perform a broad range of tasks and duties which include daily interactions and support for Airport crew and staff, gate management operations, customer ticket counter support, gate check-in and customer baggage support, manage customer request

JUNE 2016 – FEBRUARY 2023

Sr. Insurance Servicing Agent National General Insurance Fort Worth, Texas Responsibilities included modifying policies for loans by following established guidelines and policies. Learn and utilize internal tracking software while resolving information gaps by contacting carriers and agencies. Work closely with lenders answering inbound service and support calls. Research the agencies' loan database and accurately enter correct data to make sure we meet auditing requirements. Work closely with management to maintain data integrity and meet agency KPIs. NOVEMBER 2015 – JUNE 2016

Crew Scheduler Mesa Airlines Phoenix, Arizona

Establish strong relationships with crew members and monitor flight progression for pilots and flight attendants. Develop periodic personnel schedules, coordinate with members of the various flight crews, and find substitute personnel when required. Ensure compliance with all FAA Flight/Duty regulations. JANUARY 2014 – MAY 2016

Inventory Quality Specialist Strategic Solutions Inc Walnut Creek, California 100% Travel from city to city managing complete wall to wall inventory of VA Hospitals & Clinics. Governed quality assurance checks for various retailers and companies; Accountable for daily and weekly reports of results to management, and team Supervisor

MARCH 2010 – JANUARY 2014

Supervisor Complete SkyCap Tempe, Arizona

Adhere to all screening procedures within PCSSP guide. Screen and secure personal property prior to entering aircraft or sterile area. Supervise screening agents and assure all procedures are followed. Oversee agents/runners within airport handling different job undertakings; assist passengers needing wheelchair assistance. Provide training and leadership guidance

JUNE 2008 – AUGUST 2013

Benefits Specialist Xerox Tempe, Arizona

Manage and respond to incoming calls from current and former employees regarding benefits. Provide information and resolve any issues or concerns for customers. Respond to all customer inquiries in a timely, courteous and professional manner. Perform track and log all transactions performed related to Human Resources and/or Benefits processes. Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, and close out cases upon completion. Notify Technical Analyst and Team Manager of potential or recurring problems regarding customer issues to improve customer experience and minimize churn. Communicate conceptual elements of Benefits and/or Human Resources rules and regulations. Manage and keep secure confidential information with high sensitivity and discretion in accordance with Data Privacy requirements. Top performer that meet KPI targets.

OCTOBER 2006 – APRIL 2008

Patient Service Specialist Cigna Health Care Gilbert, Arizona Made patients’ lives easier during tough times by providing exceptional customer service and support with medical forms. Coordinated patient appointments, handle/respond to 30+ patient calls per day and was responsible for executing billing and payment collection. Work as a liaison between PCPs and patients to provide the best services and care. In charge of managing and overseeing our referral program and follow-ups. Maintain patient confidentiality agreements and patient records. Assisted team members with patient cases and data filing. High customer support scores from patients.

Skills

Type 70 words per minute • Proficient with project management software • Team player • Excellent time management skills • Customer conflict management • Strong communicator • Data analysis and reporting • Problem solver • Time management • Adaptability • Multitasking • Rapport Building• Decision Making Education

MAY 1995

Certificate, Business Administration Pima Community College Tucson, Arizona Activities

Praise and Worship Dance • Bowling • Grandkids Sports • Long Walks • Family Travel

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