Alexzandra Higgs
Clarksville
Summary
Operations Coordinator with 5 years of experience in customer service roles, specializing in enhancing client satisfaction and operational efficiency. Proficient in data entry, communication, and multitasking, with a proven track record of streamlining processes and improving client relationships. Dedicated to fostering a supportive team environment and continuously developing skills in customer communications and satisfaction.
Overview
5
5
years of professional experience
Work History
Operations Coordinator
Agero
Clarksville
01.2022 - Current
- Addressing client needs pertaining to billing questions, reimbursements, escalated cases etc
Special Matters Expert
Agero
Clarksville
06.2021 - 01.2022
- Document data in Google Sheets for accountability and tracking purposes
- Attend meetings with leadership to discuss platform migrations such as Swoop
- Communicate with insurance clients via HubSpot
- Manage escalated insurance cases, process virtual payments, and assist agents with complex issues, enhancing client satisfaction and operational efficiency
- Streamline billing inquiries and reimbursement processes, significantly reducing resolution time and improving client relationships
- Meticulously handle virtual credit card payments for service providers, ensuring accurate and timely transactions across diverse scenarios
- Develop and implement improved escalation handling procedures, leading to a marked decrease in client complaints and increased team productivity
- Assisted vendor agents with complex cases, enhancing operational efficiency and fostering a supportive team environment
- Contributed to platform migration discussions, such as Swoop, demonstrating adaptability and commitment to technological advancements in operations
- Attend meeting meetings with upper management
- Guided agents in accident management, boosting service consistency and operational efficiency
- Analyzed performance data to identify coaching needs, implementing strategies for improvement
- Streamlined case review processes, enhancing productivity and quality in accident management
- Addressed agent queries promptly, fostering collaboration and maintaining process knowledge
- Developed motivational techniques, increasing agent engagement and performance measurably
Delay Coordinator
Agero
Clarksville
07.2021 - 08.2021
Accident Management II
Agero
Clarksville
08.2020 - 06.2021
Ultra Premium Agent
Agero
Clarksville
06.2020 - 08.2020
Education
Bachelor of Business Administration - Management
Austin Peay State University
05.2020
Associate of Science - Liberal Arts
Austin Peay State University
08.2019
Skills
- Customer Service
- Excel
- Word
- Public Speaking
- Team player
- Typing
- Organization
- Prioritization
- Communication
- Data Entry
- Multitasking
- IT
Additional Information
Sigma Gamma Rho Sorority Inc., 11/19
Timeline
Operations Coordinator
Agero
01.2022 - Current
Delay Coordinator
Agero
07.2021 - 08.2021
Special Matters Expert
Agero
06.2021 - 01.2022
Accident Management II
Agero
08.2020 - 06.2021
Ultra Premium Agent
Agero
06.2020 - 08.2020
Bachelor of Business Administration - Management
Austin Peay State University
Associate of Science - Liberal Arts
Austin Peay State University
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