Alisa Brown
Haines City,FL
Summary
Hardworking professional experienced in customer service management and quality assurance. Demonstrated success in handling complicated policy issues with efficiency and accuracy. Bringing 2 years of related account resolution experience. Results-oriented Senior Resolution Specialist well-versed in handling account issues such as claims, payment collection and updates. Successful at handling key decisions autonomously.
Overview
7
7
years of professional experience
Work History
Senior Resolution Specialist
Progressive Casualty Insurance
10.2022 - Current
- Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
- Participated in continuous improvement initiatives, identifying opportunities to enhance the efficiency of the resolution process.
Customer Service Consultant
Progressive Casualty Insurance
09.2018 - 10.2022
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Increased client retention through exceptional service and timely solutions to issues.
- Handled at least 50 calls per day while maintaining high call volumes while maintaining courteous and professional demeanor.
- Provided personalized assistance for customers, ensuring their needs were met efficiently and effectively.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Conducted thorough research on complex issues when required, ensuring accurate information was provided to customers at all times.
Benefits Sr. Admin. Specialist
Conduent HR Services
06.2017 - 09.2018
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Managed approximately 35 incoming calls per day from customers and mailed correspondence out at least 3 days per week.
Education
Technical Diploma - Medical Office Assistance
Miller-Motte Technical College
Raleigh, NC07.2012
Skills
- Investigation skills
- Account Updates
- Quality assurance expertise
- Issue Tracking
- Knowledge of regulations
- Effective Communication
- Policy Interpretation
- Ethical Standards
- Problem Resolution
- Performance Feedback
- Clerical Support
- Retail Sales Customer Service
- Call Center Customer Service
- Regulations and Policies
Additional Information
Serve coordinator and participant for my family and church in organizing family reunions, holiday events and community events. This included budget planning, managing payments, purchasing, and marketing. I worked with others to find the best solutions to streamline processes for efficient processes to save time and money. I have volunteered in these positions for 15 years.
Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCareer advancementHealthcare benefitsFlexible work hoursPaid sick leaveTeam Building / Company RetreatsWork from home option401k matchStock Options / Equity / Profit SharingPersonal development programsPaid time offTimeline
Senior Resolution Specialist
Progressive Casualty Insurance
10.2022 - Current
Customer Service Consultant
Progressive Casualty Insurance
09.2018 - 10.2022
Benefits Sr. Admin. Specialist
Conduent HR Services
06.2017 - 09.2018
Technical Diploma - Medical Office Assistance
Miller-Motte Technical College