Description :

1. Led a team servicing over 32 lenders in the western U.S., ensuring timely delivery of appraisal reports.
2. Facilitated problem resolution by building strong relationships with clients and appraisers, enhancing customer loyalty.
3. Maintained accurate records and documentation through various systems, ensuring compliance with corporate standards.
4. Communicated effectively with lenders and appraisers to address issues affecting appraisal processes.
5. Analyzed and resolved invoice discrepancies, collaborating with the vendor management team.
6. Provided training and product demonstrations to enhance service quality among entry-level customer service representatives.
7. Acted as a backup administrative secretary, supporting upper management with organizational tasks.

Experience

5-7 Years

Level

Senior

Education

BA Comm.

Description :

1. Managed major accounts by providing tailored support and addressing complex customer inquiries.
2. Collaborated with cross-functional teams to enhance customer service processes and solutions.
3. Educated clients on product features and software usage to optimize their experience.
4. Resolved escalated issues swiftly, ensuring customer satisfaction and loyalty.
5. Analyzed customer feedback to identify service improvement opportunities.
6. Maintained accurate records of customer interactions and transactions.
7. Developed training materials for new staff to ensure consistent service quality.

Experience

5-7 Years

Level

Senior

Education

B.A. Comm.

Description :

1. Served as a bilingual agent, assisting Spanish-speaking customers to enhance service accessibility.
2. Implemented quality control measures, consistently improving customer service processes.
3. Provided support and guidance to agents, facilitating efficient customer assistance.
4. Assisted customers with device selection, tracking, and activation timelines.
5. Managed returns and exchanges efficiently within customer satisfaction parameters.
6. Handled escalated calls with professionalism, ensuring customer concerns were addressed promptly.
7. Coached team members on performance metrics, driving overall team success.

Experience

5-7 Years

Level

Senior

Education

BA Comm

Description :

1. Engaged with health plan members via inbound and outbound calls to assess eligibility for services.
2. Surpassed departmental metrics by consistently achieving quality and performance goals.
3. Analyzed member inquiries to determine needs and prioritize high-qualifying cases for expedited service.
4. Managed correspondence and inquiries, ensuring timely follow-up and resolution.
5. Maintained up-to-date knowledge of state and federal regulations impacting customer service.
6. Adhered to operational guidelines, ensuring compliance with company policies.
7. Participated in team development programs to enhance service delivery strategies.

Experience

5-7 Years

Level

Senior

Education

B.A.

Description :

1. Secured and entered customer orders swiftly and accurately via phone, email, or fax, ensuring high levels of service.
2. Quoted pricing and delivery timelines in response to customer inquiries, following up on quotes promptly.
3. Proactively monitored and renewed quantity contracts, enhancing customer satisfaction.
4. Expedited existing orders based on customer and sales inquiries, ensuring timely delivery.
5. Delivered superior customer experiences by empathizing with concerns and resolving issues effectively.
6. Negotiated customer credit requests and issued return authorizations, balancing customer needs with company policies.
7. Continuously improved sales skills and product knowledge to enhance customer interactions.

Experience

5-7 Years

Level

Senior

Education

B.A.

Description :

1. Acted as the primary point of contact, delivering professional and friendly service while ensuring exceptional first impressions for clients and visitors.
2. Assisted clients with diverse needs, including office setup, technical troubleshooting, and logistical support, enhancing overall client satisfaction.
3. Maintained a pristine and welcoming environment by ensuring common areas and meeting rooms were consistently prepared for client use.
4. Managed daily operations, including mail delivery, supply ordering, and client inquiries, contributing to seamless office functionality.
5. Provided comprehensive information and assistance on services, ensuring clients received timely and accurate support.
6. Processed client payments accurately using Cashpro, demonstrating attention to detail in financial transactions.
7. Directed incoming calls to appropriate personnel, optimizing communication flow within the organization.

Experience

7-10 Years

Level

Management

Education

B.A. Comm.

Description :

1. Conducted in-depth research to resolve internet inquiries and complaints from members, plan sponsors, and pharmacy providers.
2. Provided comprehensive claim status information and interpreted benefit coverage for clients.
3. Coordinated efforts internally and externally to resolve service issues and enhance overall service delivery.
4. Documented and tracked client interactions using specialized systems for improved service metrics.
5. Educated customers on benefit plans and available services to enhance their overall experience.
6. Drafted formal letters weekly to communicate policy updates and modifications to clients.
7. Handled escalated calls effectively, resolving customer concerns and improving satisfaction.

Experience

5-7 Years

Level

Senior

Education

B.S. in BA

Description :

1. Managed customer and agent inquiries regarding policy details and underwriting eligibility with precision.
2. Responded promptly to queries from agents and insureds through various communication channels.
3. Handled escalated calls, resolving complex customer issues and ensuring satisfaction.
4. Compiled and maintained monthly reports for the customer service team, addressing accounting discrepancies.
5. Followed up on undeliverable mail, ensuring accurate address verification with agents.
6. Trained new representatives on customer service protocols and underwriting changes.
7. Resolved escalated client issues, retaining business and enhancing overall satisfaction.

Experience

5-7 Years

Level

Senior

Education

B.S. in BA

Description :

1. Assisted representatives with complex inquiries, ensuring effective problem resolution.
2. Provided support for key agents, including issue resolution and guidance.
3. Maintained professionalism when addressing escalated matters.
4. Served as a subject matter expert, assisting both new and current representatives.
5. Documented and updated all interactions in required systems accurately.
6. Met and exceeded monthly performance goals through efficient work processes.
7. Reviewed open accounts to determine appropriate actions based on billing issues.

Experience

0-2 Years

Level

Junior

Education

AABA

Description :

1. Managed daily interactions with 3-4 customer accounts, processing orders efficiently in the internal database.
2. Analyzed reports in Microsoft Excel to ensure data accuracy and integrity.
3. Monitored customer orders through their complete life cycle to guarantee timely delivery.
4. Handled 20-40 inbound and outbound calls, identifying customer needs and providing effective solutions.
5. Resolved customer inquiries and concerns promptly, ensuring high levels of satisfaction.
6. Documented detailed information in proprietary software while engaging with customers via phone.
7. Conducted follow-up calls to confirm details and gather missing information, enhancing customer experience.

Experience

0-2 Years

Level

Junior

Education

B.A. Comm.

Description :

1. Monitored customer interactions to identify trends and opportunities for service improvement.
2. Collaborated with cross-functional teams to enhance customer service operations.
3. Facilitated meetings to drive project initiatives and service enhancements.
4. Acted as primary contact during manager absences to ensure seamless service delivery.
5. Supported training and development efforts for customer service associates.
6. Analyzed customer feedback to propose actionable improvements.
7. Served as a liaison between customer service and support teams to optimize processes.

Experience

0-2 Years

Level

Junior

Education

BA

Description :

1. Trained and mentored peers on customer service best practices and workflow processes.
2. Spearheaded initiatives that improved operational efficiency, including a digital archiving system for sensitive documents.
3. Processed electronic transactions exceeding $1MM using various banking systems, ensuring accuracy and compliance.
4. Managed risk by verifying transaction details against client instructions, maintaining a high level of accuracy.
5. Conducted thorough identity verification and account checks to safeguard against fraud.
6. Facilitated daily electronic transactions, including cash deposits and wire transfers, enhancing customer satisfaction.
7. Identified potential risk scenarios and proactively escalated issues to management for resolution.

Experience

5-7 Years

Level

Senior

Education

B.S. in BA

Description :

1. Identified customer needs and matched them with appropriate products and services while suggesting additional offerings to enhance overall satisfaction.
2. Accurately processed customer transactions while maintaining compliance with company policies.
3. Provided exemplary customer service and support, resulting in high customer loyalty.
4. Mentored and coached team members to improve sales techniques and customer engagement.
5. Compiled and analyzed service quality reports to track performance metrics.
6. Supported operational centers and collaborated with agents to ensure seamless service delivery.
7. Resolved complex customer inquiries, ensuring prompt and satisfactory outcomes.

Experience

0-2 Years

Level

Junior

Education

AAS

Description :

1. Authorized credit for new and existing accounts, ensuring compliance with company policies.
2. Validated and interpreted consumer financial profiles to extend credit in line with recommendations.
3. Trained new hires on company policies and procedures, enhancing team effectiveness.
4. Processed incoming correspondence via internet and mail, ensuring timely responses.
5. Contributed to team efforts by achieving related results, fostering collaboration.
6. Prepared a variety of documents, including reports and memorandums, for departmental use.
7. Maintained organized records to streamline operations and improve efficiency.

Experience

5-7 Years

Level

Senior

Education

BA Communication

Description :

1. Provided comprehensive clerical support to ensure efficiency within the customer service division.
2. Created and managed Service Orders for customer water service maintenance, ensuring timely responses.
3. Coached colleagues on best practices for addressing complex customer inquiries and enhancing service quality.
4. Handled incoming communications, efficiently managing phone calls and electronic correspondence.
5. Supported patients and healthcare providers in coordinating infusion and nursing care services.
6. Resolved issues between customers, credit, and accounting departments, achieving cost savings by donating mis-shipped products.
7. Generated detailed reports for the sales team, improving tracking of customer needs and seasonal product demands.

Experience

10+ Years

Level

Executive

Education

BBA