Experience

The Judge Group

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Project Management Supervisor

  • Jul 2021 - Present

  - Coordinated with Project Director Lead for timing, execution, and closeout of individual projects. - Provide timely feedback to Customer Service Management regarding service failures or customer concerns. - Developed and implement policies, standards, or procedures for engineering and technical work. - Assisted in selection, scope development and prioritization of Continuous Improvement Projects including review of resource utilization across business to meet strategic and operational performance objectives. - Participated in performance management process by ensuring employees are: (a) oriented appropriately to their positions, (b) tracking orientation, competencies, 90-day evaluations and annual evaluations to ensure completion. Show less



Maximus

• Australia
• Advertising Services

• Lead Customer Service Specialist

  • Jan 2018 - Jul 2021

  - Workforce management and capacity planning, including coordination with high-quality third-party supported provider. - Developed and implemented training plans, reducing onboarding times from 60 days to 45 days. - Proactive ownership of agent and team performance, ticket quality scores, and consistent customer service experiences. - Collaborate cross-functionally to support new and emerging product offerings, as well as internal function customer support. - Developed and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy increasing customer service surveys satisfaction. - Tested programs and databases to identify issues and make necessary modifications. Show less



Allstate

• United States
• Real Estate

• Catastrophe Salvage/Claims Processor

  • Apr 2015 - Dec 2017

  - Prepare estimates and reach agreed prices for repairs on insured and claimant vehicles and property. - Initiate the total loss handling process for conclusion by the Claim Offices. - Participate in training, educational activities, regulatory compliance awareness and maintain appropriate licensing and continuing education requirements. - Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability. - Conducted comprehensive interviews of witnesses and claimants to gather facts and information. - Answered customer questions regarding deductibles. Documented all investigation activity and presented reports to management. - Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs. Show less



Telvista

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Representative

  • Feb 2014 - Apr 2015

  - Achieved computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting course of action. - Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. - Responded to customer calls and emails to answer questions about products and services. - Generating increase in sales by 25% per quarter for IT support team. - Utilized knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedure. - Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data. - Managed routing software systems for all incoming calls to appropriate departments keeping call volume down by 47% percent quarterly. Show less