Anuradha

Customer service representative with over six years of experience supporting clients via phone, email and live chat using CRM tools such as Zendesk and Genesys. Skilled in empathetic communication, active listening and adapting to varied communication styles to troubleshoot issues, guide members through processes and ensure timely resolutions. Demonstrated ownership of service recovery and escalations while maintaining organized case files and meeting quality standards.

Total loss customer care specialist at IAA, Inc. (2023-05 – Present)

Loan payoff synergy

• Review new file assignments to conclude the most effective handling procedures required to acquire title documents based on established guidelines.
• Handle inbound telephone inquiries using Zendesk support desk tools to provide total loss claim status updates.
• Obtain and review reports, statements, records, and related materials to inform process decisions within established guidelines and own first-level service recovery efforts and critical issue resolution.
• Have direct ownership of first and second-level service recovery efforts and escalations.
• Ensures that all documents pertaining to a claim are electronically attached and labeled in the file management system.
• Responds to all correspondence in accordance with the established accountability standards.
• Provide clear, empathetic guidance to vehicle owners navigating title procurement, setting expectations and outlining next steps.
• Provides relationship and professional service to customers, peers, and partners.
• Act as a mentor within the department in areas of subject matter expertise. Assists with onboarding and training peers.
• Execute with speed and urgency to conclude, communicate, and obtain all documentation required to prepare the vehicle for sale.
• Address assigned inventory of salvage vehicles to drive effective results, using state-specific methods and processes.
• Learns and maintains detailed knowledge of state salvage and title laws for assigned states and may aid partners by answering questions about owner-retained salvage laws and salvage title laws.
• Documents include all key procedures, next steps about title process, interactions with customers, vehicle providers, and internal partners.
• May be asked to step in as team lead while the supervisor is unavailable.
• Act as primary account point of contact for low-volume accounts.
• Help with other functions and duties as needed.
• Duties are subject to change, based on needs.
• Utilize CRM software to track member interactions and ensure timely follow-up on inquiries.

Customer Service Representative at Navient (2020-06 – 2023-04)

• Managed large volumes of inbound and outbound customer support calls in a timely manner.
• Followed communication "scripts" when handling different topics.
• Identified customers' needs, researched issues, and provided solutions using support desk tools.
• Maintained and Update the Taxpayers Case files.
• Performed skip tracing to locate delinquent taxpayers.
• Ensured all accounts are worked within client standards and State regulations.
• Build sustainable relationships and engage customers by taking the extra mile.
• Documented all customer interactions accurately in CRM software to maintain comprehensive case histories.
• Met personal/team qualitative and quantitative targets.
• Adapted communication style to engage diverse customers and resolve inquiries efficiently.

Provider Assistant at Molina Healthcare Inc (2017-02 – 2020-05)

• Managed Inbounded calls from Provider office and Members
• Enquired about eligibility and benefits
• Looked for CPT codes valid or not and provided information billing questions and declined CPT codes

master's in computer – PNC&KR College