Lead Review Specialist at Verus (2024-05 – Present)
Lead Executive Resolution Specialist at Assurant (2022-11 – 2024-03)
Customer Service Representative (Hybrid) at Dial America (2022-02 – 2022-09)
- Responsible for the initial review and proper labeling of claimant documents pertaining to mass tort cases involving asbestos and talc.
- Reviewing and capturing data from specific types of supporting documents
- Maintain exceptional levels of productivity and accuracy
- Maintain good standing with the law firms we review documentation for
- Ensure that each claim is being reviewed and processed in a timely manner, to ensure the client remains satisfied.
- Perform data entry, document management, and filing duties accurately.
- Manage and respond to emails, messages, and other communications in a timely and professional manner.
- Schedule appointments, meetings, and maintain calendars for executives and team members.
- Excellent written and verbal communication skills in English.
- Strong time management and organizational abilities.
- Experience in a Call center style environment
- Track the escalated data for the operations department
- Handle calls related to written escalated customer concerns
- Coach, monitor and motivate new agents to boost performance and enhance job knowledge
- Required to log and track each issue in multiple tracking systems, to generate reports
- Responsible for drafting written correspondence
- Trained new employees on company customer service policies and service level standards.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Directed inbound calls in phone queues to improve call flow.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Dispatcher Coordinator at FedEx (2021-08 – 2022-02)
- Scheduled loads according to priority and available equipment.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
- Supervised driver dispatching, route planning and vehicle tracking for over [Number] drivers.
- Answered customer requests with information about product availability, shipping information and status updates.
- Managed daily delivery and work schedules to maximize coverage.
- Recorded results of service calls to create report summaries for senior management.
- Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
- Kept detailed and updated records of calls in physical and electronic databases.
Sales Manager at Adecco (2020-03 – 2021-06)
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Tracked monthly sales to generate reports for business development planning.
- Worked with Staff to improve the customer service experience and achieve team goals through high client satisfaction rates.
- Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
- Responding to customer requests by providing excellent customer service and customized recommendations to meet their needs.
- Trained/Assisted new employees about the company's operations, policies, and services.
- Customer questions about available merchandise, sales, current prices, and upcoming company changes were answered by me.
Lead Sales Supervisor at Lacoste (2017-05 – 2019-07)
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Supported team members by assisting in upselling products and services and closing sales with customers.
- Provided customers with inventory recommendations after thoroughly explaining the details.
- Helped improved each associate sales abilities and product knowledge in order to provide excellent service and meet day/weekly/monthly quotas.
- Customers request for products, services, and company information were handled by me.
- Consistently provided excellent customer service, resulting in a high customer satisfaction rating.
Sales Associate at J.Crew (2015-01 – 2017-04)
- Engaged customers in friendly, professional dialogue.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Achieved top performance by strategically adapting to a rapidly changing, competitive environment.
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
- Quickly resolved customer issues while adhering to company policies.
