APRIL BROWN
Addison,TX
Summary
Resourceful and dedicated professional offering a proven track record of account planning and execution while maintaining a passionate commitment to customer satisfaction, retention and
engagement. Instrumental at implementing sales target plans, fostering profitable relationships, exploiting and capitalizing on opportunities, and
driving revenue growth. Integral working across multiple functions, managing multiple sites while making sound strategic business decisions
Overview
10
10
years of professional experience
Work History
Commercial Claims Adjuster
Progressive Insurance
01.2022 - Current
- Manage claims through well-developed action plans to an appropriate and timely resolution
- Increase customer satisfaction by effectively communicating with policyholders, brokers, and attorneys throughout the claims process.
- Manage a diverse caseload of complex commercial claims, resulting in timely settlements and satisfied clients.
- Maintain knowledge of industry trends and developments in order to provide informed recommendations on claim strategy or policy revisions when necessary.
- Analyze complex coverage issues to determine appropriate course of action for each individual case.
- Develop strong professional relationships with external partners such as attorneys, service providers, and vendors to foster a collaborative approach to claims resolution.
- Mitigate risks and increase profitability with well-developed strategies for reducing future claims and costs.
- Evaluate potential fraud indicators within claim files, contributing to the identification and prevention of fraudulent activity.
- Facilitate subrogation efforts by identifying responsible third parties and effectively collaborating with collections teams to recover funds owed to the insurer.
- Serve as a mentor for junior adjusters by providing guidance on claim handling techniques, company procedures, and industry best practices.
Lead Customer Experience Specialist
Delta Air Lines
10.2017 - 01.2022
- Continuously exceeded customer expectations by developing creative solutions to problems, building advantageous relationships, and always going above and beyond.
- Aligned team objectives with organizational goals, resulting in an increased level of overall success and employee engagement.
- Communicated recurring customer product feedback and insights to internal teams; identifying opportunities for process improvements.
- Implemented new training programs for team members, resulting in higher skill levels and better performance metrics.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Met customer call guidelines for service levels, handle time and productivity.
Uber Partner
Uber Technologies Inc.
02.2016 - 10.2017
- Developed strong time-management skills to ensure punctual pick-ups and drop-offs for passengers.
- Consistently maintained positive reviews from passengers on the Uber platform due to exceptional service quality.
- Provided safe transportation for passengers, adhering to traffic laws and regulations.
- Built rapport with passengers through friendly conversation and attentive listening.
- Assisted passengers with special needs or requirements, ensuring their comfort throughout the ride.
- Completed daily vehicle maintenance and repair to guarantee dependable and safe ride.
- Monitored traffic patterns and adjusted routes to minimize travel time.
- Assisted passengers with loading and unloading luggage for enhanced customer care.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Demonstrated flexibility by working nights, weekends, and holidays to accommodate passenger schedules.
Management Trainee
Enterprise Rent-A-Car
02.2015 - 02.2016
- Developed and executed fleet growth plans to increase profits and revenue.
- Analyzed sales data for accurate forecasting, enabling proactive adjustments to strategy as needed for maximum revenue generation.
- Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfaction at every touchpoint within the business journey.
- Used company reports to analyze sales, gross profit and inventory activities.
- Facilitated sales penetration meetings to keep sales team focused on daily, weekly and monthly sales goals.
Account Manager
UPS
04.2014 - 02.2015
- Exploited new business and partnership opportunities by effectively managing products/services and finding new channels to generate increased sales from established accounts.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Used analytical skills to track and report on account performance metrics, providing insights for future growth opportunities.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
Education
Bachelor of Arts - English
University of Texas
San Antonio, TXTESOL / TESL Certification -
Oxford Seminars
San Antonio, TXSkills
- Superior Customer Service
- Product Knowledge
- Account Management
- Quality Assurance/ Control
- Training & Development
- Relationship Cultivation
- New Business Development
- Strategic Planning
- Complaint Resolution
- Effective Communication Skills
- Meeting Facilitation
- Service Delivery Optimization
- Revenue Growth
- Advanced Problem Solving
Timeline
Commercial Claims Adjuster
Progressive Insurance
01.2022 - Current
Lead Customer Experience Specialist
Delta Air Lines
10.2017 - 01.2022
Uber Partner
Uber Technologies Inc.
02.2016 - 10.2017
Management Trainee
Enterprise Rent-A-Car
02.2015 - 02.2016
Account Manager
UPS
04.2014 - 02.2015
Bachelor of Arts - English
University of Texas
TESOL / TESL Certification -
Oxford Seminars