Alicia Dunn
Portage
Summary
Motivated Team Leader and sales expert who identifies customer needs and delivers effective solutions to problems. Committed to providing high-quality customer care to create a positive experience. Personable and professional under pressure with motivated, energetic nature.
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
28
28
years of professional experience
Work History
Team Leader
Lio Mobility
Galesburg
12.2017 - Current
- Work closely with veterans and disable patients throughout Michigan (including Upper Peninsula), Northern Indiana, Northern Ohio, Northern Wisconsin.
- Make sure parts are ordered for medical equipment. Provide information to all customers regarding our services.
- Led team in daily operations to enhance workflow efficiency.
- Trained and mentored staff on company policies and procedures.
- Facilitated team meetings to discuss challenges and solutions.
- Maintained a positive work environment that promoted collaboration between team members.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality, and conformance.
- Conducted regular performance reviews to assess individual team member progress.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
Claims Processor
State Farm Mutual Automobile Insurance Company
Portage
03.2009 - 12.2017
- Reviewed new files to determine current status of injury claim and to develop a plan of action.
- Investigate claims involving potential and suspected fraudulent activities.
- Provide remarkable customer service both internal and external.
- Issue payment drafts to policyholders, medical providers and attorneys.
- Handle a high volume of incoming calls and provide excellent claim experience.
- Review medical bills and confirm medical coding is accurate before payments can be issued.
- Quick learner and adapt to changes easily. Became a team leader and help train individuals who were new to the department.
- Assist department with issuing claim work to my peers daily.
Leasing Agent/Property Manager
Meyer C Weiner
Portage
05.2002 - 08.2008
- Completed final move-out walk-throughs for tenants.
- Introduced and monitored effective lease renewal programs.
- Carefully screened applicants for tenancy.
- Analyzed and evaluated monthly and quarterly financial statements.
- Developed annual operating budgets and forecasts, as well as sales and marketing plans.
- Verified that all customer complaints were handled promptly and appropriately.
- Maximized rental income while minimizing expenses through effective planning and control.
- Communicated effectively with owners, residents and on-site associates.
- Followed up on delinquent tenants and coordinated collection procedures.
- Monitored the timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Scheduled contractors for maintenance issues.
- Managed a community of nearly 198 apartment homes.
Store Manager
Northern Reflections
Portage
09.1998 - 03.2002
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Assigned employees to specific duties to best meet the needs of the store.
- Instructed staff on appropriately handling difficult and complicated sales.
- Hired, trained and evaluated personnel in sales and marketing.
- Examined merchandise to verify that it was correctly priced and displayed.
- Planned budgets and authorized payments and merchandise returns.
- Scheduled and led weekly store meetings for all employees.
- Reported to the district manager regarding all store and staff issues.
- Trained and developed new associates on POS system and key sales tactics.
- Generated repeat business through exceptional customer service.
Education
Diploma -
Portage Central High School
Portage, MISkills
- Customer Service
- Insurance claims
- Team leadership
- Data Entry
- Property Management
- Problem solving
- Relationship building
- Team assessment
- Coaching and mentoring
Timeline
Team Leader
Lio Mobility
12.2017 - Current
Claims Processor
State Farm Mutual Automobile Insurance Company
03.2009 - 12.2017
Leasing Agent/Property Manager
Meyer C Weiner
05.2002 - 08.2008
Store Manager
Northern Reflections
09.1998 - 03.2002
Diploma -
Portage Central High School