Alicia Bridges
Oklahoma City,OK
Summary
Accomplished professional with a proven track record at AAA, adept in customer relationship management and complex problem-solving. Leveraged strong organization and exceptional customer service skills to enhance client satisfaction and drive revenue growth. Demonstrated ability to streamline processes and negotiate favorable terms, significantly improving workflow and productivity.
Overview
34
34
years of professional experience
Work History
Sr. Office Rep.
SSM
Oklahoma City, Oklahoma
08.2014 - Current
- Streamlined office processes for improved workflow and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Assisted with event planning, coordinating logistics for seamless execution of office functions.
- Developed strong relationships with vendors, negotiating favorable terms for supply procurement while maintaining budget constraints.
- Delivered exceptional service by promptly responding to phone calls and emails from clients and staff members.
- Supported management staff in various administrative tasks such as drafting reports, preparing presentations, and managing correspondence with key stakeholders.
- Handled confidential information with discretion, maintaining the privacy of clients and colleagues alike.
- Facilitated communication between departments, improving interdepartmental relations and cooperation.
- Trained new hires on office procedures, software applications, and company policies, fostering their success within the organization.
- Showcased excellent problem-solving skills while troubleshooting technical issues related to computer software programs or hardware devices used within the office setting.
- Completed intakes and referrals.
Sr Insurance Agent
AAA
08.2013 - 08.2014
- Conducted comprehensive risk assessments, recommending appropriate coverage levels to mitigate potential losses.
- Provided exceptional customer service, resolving complex issues and maintaining high levels of client satisfaction.
- Collaborated with other departments to develop new insurance products, increasing market share and revenue growth.
- Stayed current on industry trends and regulatory changes to provide informed advice to clients and colleagues alike.
- Enhanced customer satisfaction by addressing their insurance needs and providing tailored solutions.
- Cultivated long-lasting professional relationships with both clients and carriers through regular communication and followups.
- Assisted clients in navigating complicated claim situations, ultimately leading to satisfactory settlements.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Identified cross-selling opportunities within existing client base, maximizing revenue potential.
- Streamlined internal communication channels between sales, underwriting, claims management teams for improved efficiency across all departments.
Sr Customer Service Rep
Aetna
05.1998 - 08.2013
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
Specialty Travel Agent
Cendant
06.1990 - 06.1998
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Streamlined booking processes for improved efficiency and reduced wait times for customers.
- Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
- Followed up with customers to increase customer service with travel plans.
- Created compelling marketing materials that showcased available travel packages and promotions, generating increased interest from potential clients.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes.
- Updated and maintained customer databases to increase customer retention.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Organized group tours, coordinating logistics and accommodations to ensure a smooth experience for all participants.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Leveraged social media channels to showcase client testimonials and share exciting travel opportunities, attracting new clientele and fostering a sense of community among existing customers.
- Attended industry conferences and networking events to stay current on market trends, forging valuable connections with key players in the travel sector.
- Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.
- Implemented a new customer relationship management system to better track client interactions and preferences, resulting in repeat bookings.
- Developed strong relationships with suppliers, securing exclusive deals and discounts for clients.
- Improved client loyalty by consistently exceeding expectations with personalized travel advice and support.
- Kept abreast of global travel advisories and communicated relevant updates to clients, ensuring their safety and well-being.
- Provided emergency travel assistance, offering peace of mind and support to clients during their journeys.
- Utilized travel planning software to efficiently manage bookings and itineraries.
- Streamlined booking processes, reducing errors and improving efficiency.
- Maintained accurate and up-to-date client records to enhance service delivery and personalization.
- Enhanced client satisfaction by crafting personalized travel itineraries based on individual preferences.
- Fostered positive relationships with airlines, hotels, and tour operators, enhancing service offerings and client experiences.
- Resolved unexpected travel disruptions, maintaining calm and providing solutions to ensure client satisfaction.
- Increased repeat business with exceptional customer service and follow-up communication.
- Organized and facilitated travel information sessions, attracting potential clients and building community engagement.
- Conducted informative client consultations to understand travel needs and preferences, leading to tailored travel solutions.
- Implemented feedback system to gather client insights, driving improvements in service and satisfaction.
- Customized group travel packages that met diverse needs and interests, leading to successful and memorable trips.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Helped customers with passport and visa applications.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Generated travel-related reports for clients to facilitate decision-making.
- Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Developed process improvements and long-term business strategies through analysis of customer feedback.
Education
GED -
Chickasha High
Chickasha Ok 05.1989
Skills
- Strong Organization
- Document Management
- Meeting Scheduling
- Research abilities
- Report Preparation
- Calendar Management
- Travel Arrangements
- Positive Attitude
- Customer Service
- Time Management
- Valid Driver's License
- Dedicated Team Player
- Verbal Communication
- Relationship Building
- Patient Charting
- Office Administration
- Strong Problem Solver
- Prioritizing Work
- Scheduling appointments
- Data Entry
- Professional and mature
- Office Management
- Medical Terminology
- Appointment Scheduling
- Scheduling
- Complex Problem-Solving
- Documentation And Reporting
- Strategic Planning
- Front Office Management
- Schedule Management
- Resourceful
- Issue Resolution
- Inventory Management
- Administrative Support
- Team Bonding
- Customer Relationship Management (CRM)
- File Maintenance
- Performance Improvement
- Office Supplies Management
- Bookkeeping
- Medical Records Management
- Technical Support
- Multi-line phone proficiency
- Scheduling Meetings
- Clerical Support
- Digital File Management
- Record preparation
Timeline
Sr. Office Rep.
SSM
08.2014 - Current
Sr Insurance Agent
AAA
08.2013 - 08.2014
Sr Customer Service Rep
Aetna
05.1998 - 08.2013
Specialty Travel Agent
Cendant
06.1990 - 06.1998
GED -
Chickasha High
Similar Profiles
Cole BrownCole Brown
Registered Respiratory Therapist at SSMRegistered Respiratory Therapist at SSM
Jennifer NavarroJennifer Navarro
HUC/CNA at SSMHUC/CNA at SSM
Denise BatemanDenise Bateman
Charge Nurse at SSMCharge Nurse at SSM