Customer Service Supervisor and Claims Expert

BENJAMIN MAHLE, Customer service supervisor

Franklinville, 14737, US, 716-***-****, ********@*****.*** SUMMARY Dedicated Customer Service Supervisor with over 5 years of experience in enhancing customer satisfaction and team performance. Proven track record in resolving escalated issues promptly and coaching employees for optimal productivity at National Grid USA. Recognized for fostering team collaboration and effectively addressing customer concerns, demonstrated by consistent improvement in service quality metrics. Committed to bringing strong problem- solving and leadership skills to further enhance customer service initiatives. WORK EXPERIENCE

11/2023 – Present Customer Service Supervisor, National Grid USA Syracuse Fostered a positive work environment through open communication channels, encouraging team collaboration and high morale. Collaborated with cross-functional departments to address recurring customer concerns, thereby enhancing overall service quality. Guided employees through day-to-day operations and complex problem- solving scenarios.

Boosted customer satisfaction by promptly and professionally addressing and resolving escalated issues.

Optimized team productivity through consistent coaching, constructive feedback, and thorough performance evaluations.

Exhibited exceptional problem-solving skills in navigating challenging customer scenarios, delivering solutions that satisfied their needs while adhering to company policies.

11/2022 – 11/2023 Claims Adjuster, GEICO Amherst

Evaluated claims forms and other documentation to verify insurance coverage.

Verified and analyzed data used in settling claims to ensure validity and compliance with company practices and procedures.

Guided customers through their coverage options and the claims process, effectively de-escalating issues when necessary.

Exceeded company performance metrics consistently throughout tenure. Maintained thorough claim files, including records of settled claims and inventory of claims requiring detailed analysis.

Compiled reports for submission to the company's data processing department.

01/2018 – 03/2022 Area Branch Manager, PeopleReady Buffalo Employed motivational techniques to engage employees in business processes effectively.

Elevated branch sales by cultivating strong customer loyalty through incentive programs.

Partnered with regulatory agency representatives to ensure precise filings and maintain strict compliance.

Executed human resources tasks related to personnel management, encompassing evaluations, hiring/firing procedures, coaching, conflict resolution, and payroll operations.

Assessed training and development needs to guarantee staff met and exceeded branch objectives.

08/2013 – 11/2020 Driver/Merchandiser, SAS Retail Services Syracuse Operated company vehicle to transport products efficiently. Responded to customer inquiries and redirected concerns to the appropriate department.

Maintained a high level of professionalism and composure in fast-paced and stressful situations.

07/2008 – 01/2016 Bus Driver, Student Transportation of America Rochester Conducted pre-trip inspections on the bus to ensure safe operation prior to departure.

Followed designated schedules and routes diligently to guarantee timely arrivals and departures.

Assisted passengers with disabilities during boarding and exiting the bus. EDUCATION

08/2016 – 01/2019 Erie Community College

AAS, Information Technology

Williamsville

SKILLS Microsoft Suite Call center experience

Customer service Relationship management

Written and verbal communication Sales

Time management Problem-solving

Organization Multitasking and organization

Human resources knowledge Decision-making

Team building and leadership Customer relations

Active listening Team development

Supervision Positive and constructive feedback

Problem solving

Contact this candidate