Adrian Hartwill
Phoenix,AZ
Summary
Experienced professional with strong retention, communication, and organizational skills seeking a career where these abilities can be utilized to provide clients with exceptional support. Committed to delivering outstanding service, building strong relationships, and exceeding expectations. Proven track record in managing client needs and resolving issues. Dedicated to contributing to the organization's success by delivering exceptional support and fostering positive client experiences.
Overview
8
8
years of professional experience
Work History
Member Resolutions Specialist
USAA
08.2023 - Current
- Processing member request and complaints
- Taking escalated calls for banking department
- Inbound dispute intake
Customer Service Representative
One Medical
06.2023 - 08.2023
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Medical records and prior authorization request
Account Servicing Manager
Upgrade Inc.
07.2021 - 05.2023
- Managed and mentored team of 23 customer care professionals
- Created specialized team of agents to address escalated cases, driving complaints down over %50 within 60 days
- Advised senior leadership of developing trends and actions plans, directly reporting results of executive complaints, better business bureau, and attorney general complaints
Corporate Account Manager
American Express
05.2019 - 03.2021
- Coordinated work for administrative support and customer service
- Maintain favorable relationships with clients, producers and employees
- Prioritized team goals and individual goals to effectively achieve business objectives
Fraud Specialist Team Lead
Bank of America
04.2017 - 03.2019
- Coaching team member to assist exceeding metric goals
- Taking manager escalations
- Call reviews and back office projects to improve process to detect fraud
Education
Diploma -
Leuzinger high school
01.2003
Skills
- Adaptability to rapid changes
- Conflict resolution strategies
- Objective oriented
Timeline
Member Resolutions Specialist
USAA
08.2023 - Current
Customer Service Representative
One Medical
06.2023 - 08.2023
Account Servicing Manager
Upgrade Inc.
07.2021 - 05.2023
Corporate Account Manager
American Express
05.2019 - 03.2021
Fraud Specialist Team Lead
Bank of America
04.2017 - 03.2019
Diploma -
Leuzinger high school
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