ALBA LORA
North Bergen,NJ
Summary
A Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality, and quality.
Overview
9
9
years of professional experience
Work History
Claims Adjuster
Progressive
04.2022 - Current
- Investigated claims, conducted field audits, determined losses and reported findings
- Examined claims, records and procedures to grant approval of coverage
- Coordinated closely with body shops and others to negotiate repair pricing and assess liability
- Documented information related to claims and make decisions consistent with claims standards and local laws
- Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding
- Evaluated claims for possible fraud, contacting appropriate department for assistance and further investigation.
- Directed claims negotiations within allowable limit of $35,000 and supported successful litigations for advanced issues
- Examined claims forms and other records to determine insurance coverage
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred
- Maintained contact with claimants and attorneys to determine treatment status
Customer Service Supervisor
Nespresso
02.2019 - 04.2022
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity for B2C
- Coordinated with Marketing & Promotions team along with Digital Engagement and IT team to report and resolve customer and ECCOM issues
- Provided SWOT analysis on CSR's in line with company guidelines and procedures.
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Identified customer service trends to provide recommendations for process and procedural improvements
- Built highly-efficient customer service team through ongoing coaching and professional development opportunities
B2C Coffee Specialist
Nespresso
10.2017 - 02.2019
- Performed B2C machine troubleshooting assistance and arranged repairs
- Assisted in multiple projects such as digital and chat, CSST (fraud preventions) and marketing
- Upsell and cross sell within B2C clients
- Identified potential B2B clients and submitted to appropriate B2B channel for prospect.
- Trained new team members with positive reinforcement and respectful, encouraging coaching
- Recommended products based on solid understanding of individual customer needs preferences and sustainability practices.
Senior Client Success Specialist
Workstride
09.2014 - 07.2017
- Troubleshoot customer software issues using CSR guidelines and appropriate IT channels
- Task management and project management duties
- Created confluence tasks via JIRA Atlassian to troubleshoot/debug software/site issues for customers
- Assessed monthly reports to review client activity and identify opportunities
- Performed quantitative and qualitative analysis to identify risks and find resolutions to ensure overall success of the business
- Built lasting partnerships by taking part in various types of networking events
- Fostered relationships with product support staff, technical personnel, sales leaders, finance team and executives to transform and strengthen business processes
- Utilized Zendesk and Salesforce to build and manage client and Customer relationship in collaboration with Marketing and Sales team.
- Managed over 70 calls per day and increased sales by 10%
Education
Monroe College (Undergoing Bachelors) - Coursework in Business Administration and Organizational Development
Monroe College
The Bronx, NY05.2025
Skills
- Microsoft Office
- Microsoft Excel
- Sales and Development
- Experienced in Salesforce, Jira Atlassian, Calleo, and Zendesk
- Technical support expertise
- Analytical
- Issue resolution
- Acrobat
- Calleo
- NICE Platform
- Risk Management
- Microsoft Publisher
- Calleo
- NICE Platform
- Cross-functional Coordination
- Calleo
- NICE Platform
- Customer Relationship Management
Additional Information
Set goals for performance and deadlines in ways that comply with the companies vision, mission statement and core values. Collaborated with Digital Engagement team to maintain positive and loyal customers throughout the following Social Media platforms, Instagram, Facebook, and Twitter.
Languages
Spanish
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Claims Adjuster
Progressive
04.2022 - Current
Customer Service Supervisor
Nespresso
02.2019 - 04.2022
B2C Coffee Specialist
Nespresso
10.2017 - 02.2019
Senior Client Success Specialist
Workstride
09.2014 - 07.2017
Monroe College (Undergoing Bachelors) - Coursework in Business Administration and Organizational Development
Monroe College