Annissa Stennis

• Providing real-time support to customers via live chat.
• Assisting customers with product selection and support.
• Managed multiple simultaneous chat conversations to ensure timely customer support.
• Processing returns, exchanges, and order inquiries.
• Supporting customers with account access and password resets using HYBRIS.
• Troubleshot and resolved customer concerns effectively, enhancing overall customer satisfaction.

Projects:

Digital Assistant Pilot

• Participated in an AI digital assistant pilot, testing functionality, evaluating response accuracy and usability, and providing feedback to improve performance and user experience.

VOC Survey Feedback

• Provided feedback on chat interactions to improve customer experience through process adherence, empathetic communication, and personalized support.

Help Chat - Group Chat

• Supported team members by answering process-related questions and providing guidance on the appropriate standard work procedures to ensure consistency and compliance

Virtual Ride-Along Program – Chat Host

• Hosted virtual ride-alongs, showcasing daily workflows and departmental operations while answering guest questions and sharing process knowledge.

• Resolved customer challenges by utilizing resources for account selection, product identification, order placement, order management, and addressing pricing and invoice discrepancies.
• Built customer relationships by efficiently responding to high-volume inbound phone calls and emails.
• Resolved pricing issues, applied credits, and implemented return procedures to enhance customer satisfaction.

• Educated customers on warranty coverage and evaluated claims for accuracy
• Process claims for homeowners
• Tracked progress of assigned claims to ensure timely resolution
• Cancelled or re-opened claims or work orders
• Provide homeowners with all relevant information pertaining to the contract or claim
• Answer inbound customer calls regarding new and existing service requests
• Coordinated dispatch activities to ensure timely service delivery
• Mediated scheduling conflicts between homeowners and contractors to facilitate service delivery

• Authorizing repair (or replacement) of systems or appliances covered by the policy
• Approved initial diagnosis of customer-reported issues, ensuring accurate assessment for timely resolution
• Negotiated pricing with contractors to secure cost-effective agreements.
• Conducting follow-ups with customers or contractors
• Informed customers of non-covered claims, clearly explaining reasons to enhance understanding and manage expectations

• Analyzed all evidence and facts necessary to determine liability
• Investigated losses to identify coverage issues and ensure accurate claim evaluations
• Determined potential fraud indicators in claims and referred such claims to the Special Investigations Unit for review
• Negotiate settlements with claimants and their attorneys to achieve fair resolutions
• Collected statements from insured, claimant, and witnesses to establish clear understanding of incidents
• Obtain and review evidence, police reports, repair estimates and other related documents

• Answered inbound calls from policyholders and claimants, accurately inputting necessary information for auto claims
• Responded to status and inquiry calls from customers regarding policy and coverage details
• Facilitated call transfers to appropriate departments, enhancing customer service experience

• Analyzed, diagnosed, and resolved reported issues in hardware, software, operating systems, applications, and device compatibility
• Delivered exceptional customer service while resolving device-related issues for customers
• Utilized a knowledge-based system to assist in providing technical support. and other tools to deliver exceptional technical support
• Operated systems, applications, and tools to facilitate device setup, user education, and troubleshooting for inoperable services or features