Abigail Vassar

Departments: Outbound, Inbound, ICQA, Learning (Training)

• Adapted quickly in high‑volume, time‑sensitive environment to maintain productivity and support team success
• Collaborated across several departments, adjusting to diverse processes and expectations to facilitate smooth daily operations
• Resolved operational challenges with strong accuracy and attention to detail, enhancing experience for customers and internal team members
• Assisted with training new team members, providing hands‑on guidance in processes, expectations, and best practices to strengthen overall team performance

• Provided administrative support to Director of IT, managing scheduling, documentation, and departmental communication to ensure smooth operations
• Coordinated distribution and tracking of company devices across multiple office locations, facilitating resource accessibility for staff
• Cross‑functional project coordination — Supported inter‑departmental projects by organizing materials and facilitating communication
• Managed departmental invoicing and organized records for IT initiatives, ensuring accurate financial tracking and compliance

• Managed high‑volume inbound calls for credit‑card accounts, addressing payments, disputes, and account maintenance to ensure customer satisfaction
• Resolved escalated and emotionally sensitive calls with empathy and clarity, applying strong problem‑solving skills to enhance customer experience
• Provided personalized information, assisting both first‑time credit‑card users and experienced cardholders, tailoring guidance to each member’s comfort level

• Assisted policyholders with payments, billing changes, payment plans, and general account inquiries
• Collected initial claim reports, communicated status updates, and maintained accurate documentation for efficient processing
• Coordinated front-line communication between policyholders, agents, and underwriters to facilitate smooth interactions and timely follow-up.

• Processed a full range of member financial transactions and account updates with accuracy and professionalism
• Delivered comprehensive service by resolving multiple member needs in each interaction
• Addressed escalated calls from members with heightened concerns, facilitating transactions needing higher approval and conducting detailed research on complex issues
• Monitored accounts for potential fraud, performing back‑office follow‑ups to ensure secure and accurate member records

• Processed daily financial transactions with accuracy, compliance, and fraud‑prevention awareness
• Supported branch operations as Backup Head Teller while providing friendly, reliable customer service