Afton Claiborne

• Enhanced customer satisfaction by resolving issues promptly and professionally.
• · Tracked and investigated over 100 tickets / packages daily providing relevant information and ongoing service to resolve customer inquiries and complaints quickly.
• Initiated and closed several tickets daily involving claims and recovery utilizing FedEx specialized online dashboard, phone team, email follow up and escalation with FedEx Executives. . Leading to over $70K in recovery for 2025.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• ·Managed high call volume, handled escalated calls calmly, in a courteous and professional manner, finding resolutions that satisfied both the company and the customer's needs.
• · Collaborated with team members to create effective strategies for improving the overall customer experience.
• · Adapted quickly to changes in company policies or procedures, ensuring consistency in delivering accurate information to customers.

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• Maintained high levels of data confidentiality with secure filing systems and adherence to strict privacy policies.
• Maintained accuracy in high-volume processing environments by consistently double-checking the entered data against source documents.
• Filed electronic and hard copy documents to maintain organized records.
• Achieved higher client satisfaction rates by providing prompt responses to inquiries about document status or required actions.
• Processed the highest incident territory, with 40 to 60 cases daily.
• Utilizes specialized database, Excel, and proprietary programs.

• Coordinated directly with Owner and course supplies vendor.
• Negotiated with venue owners to secure prime locations, aligning with event size, type, and attendee expectations.
• Researched and identified new meeting locations to obtain competitive pricing.
• Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
• Utilized FedEx website for ordering supplies, Excel and proprietary software.

• · Generated leads through cold-calling, networking and other outreach methods.
• Responded to customer calls swiftly to resolve issues and answer questions.
• · Maintained high standards of customer service by building relationships with clients.
• · Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
• Cross-sold insurance products.
• · Built relationships with clients using active listening and issue resolution to provide excellent service.
• · Calculated premiums and established payment methods for sales.

• Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
• Created and uploaded unique content for both websites using proprietary software.
• Drafted reports monthly reconciling accounting and active numbers.
• Interacted well with customers to build connections and nurture relationships.
• Assisted in negotiating contracts
• Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
• Reported issues to higher management with great detail.

• Increased sales revenue by establishing strong relationships with healthcare professionals and recommending appropriate durable medical equipment for their patients.
• Generated leads through cold-calling efforts and networking events within the healthcare industry, contributing to significant business growth.
• Supported company marketing efforts by creating informative content highlighting the benefits of various durable medical equipment options, boosting brand visibility.
• Time management, territory building and periodic in-person in-service lunch overviews.