Ashadd S. Robinson
Baltimore,Maryland
Overview
13
13
years of professional experience
1
1
Certification
Work History
Inside Liability Adjuster
Allstate
09.2024 - Current
- Evaluates property damage claims by reviewing photos, reports, and estimates to determine coverage and settlement amounts.
- Communicates with policyholders to explain the claims process, gather information, and provide updates on claim status.
- Collaborates with contractors, inspectors, and vendors to verify damages and validate repair estimates.
- Documents claim files accurately and thoroughly in accordance with company guidelines and regulatory requirements.
- Negotiates settlements fairly and efficiently while ensuring compliance with Allstate policies and customer service standards.
Escalations Coordinator
CFG
05.2024 - 07.2024
- Managed Escalated Tickets: Reviewed and prioritized customer issues that have been escalated from the frontline support team
- Tracked and Monitored Escalated Cases: Kept detailed records of escalated cases, ensuring that all necessary information is documented, actions taken are logged, and that there is a follow-up until the issue is fully resolved
- Troubleshooted and Analyzed Complex Issues: Investigated more challenging technical issues that required advanced knowledge or specialized skills, collaborating with higher-level support teams or engineering to resolve the problem.
- Coordinated Communication: Acts as the main point of contact between the customer and the support team during the escalation process, providing clear, timely updates and ensuring customer expectations are managed effectively.
- Responded to Complaints: Prepared and sent written responses to FDIC and BBB regarding the status and resolution of the complaints, ensuring that responses are professional, clear, and compliant with both regulatory requirements and the organization's policies.
Call Center Agent
CFG
08.2023 - 05.2024
- Responded to inbound calls from customers promptly and professionally, while providing excellent customer service by addressing inquiries, resolving issues, and offering solutions
- Demonstrated in-depth knowledge of the company products/services and policies to effectively assist customers
- Collaborated with team members and supervisors to improve overall call center performance and customer satisfaction
- Handled customer complaints with empathy and patience, while working towards a satisfactory resolution
- Managed the secure email box ensuring that our customers needs are met through our secure channel
Customer Engineer
NCR
09.2020 - 08.2023
- Maintained accurate records of customer calls and activity, tracking all expenses incurred in the delivery of services, resulting in a 100% compliance rate with the company's reporting and documentation requirements
- Streamlined hardware maintenance and installation processes, resulting in a 35% decrease in service call duration
- Completes 50+ maintenance repairs and system overhauls, such as modular swaps and unit replacements, with a 95% success rate
- Resolves 30+ network and traffic faults, 20+ configuration issues, and 20+ security issues, resulting in a 95% uptime for remote system access
- Completed 96% of warranty/maintenance requests within the same week, resulting in reduced equipment downtime and increased user productivity
- Collaborated with NCR help desk agents to resolve 100+ monthly IT requests, resulting in improved incident response time and identification of root causes
Assistant Manager
S3 Shared Service Solutions
10.2017 - 08.2020
- Resolved member inquiries, transactions, and escalations of high level complexity, resulting in a 95% satisfaction rate based on member surveys
- Monitored an average of 130 calls per week and provided coaching and feedback to Service Representatives, resulting in a 40% improvement of call quality and adherence to company standards
- Coached team members to make sure they were meeting stated KPIs which resulted in a 40% increase in the speed and accuracy of issue resolution
- Managed timecards and attendance trends
- Served on cross-functional teams including credit union partners and other S3 departments
Member Service Representative
S3 Shared Service Solutions
11.2015 - 10.2017
- Verified, documented, and processed all member transactions, achieving a 99.9% accuracy rate
- Responded to member and potential member phone inquiries on membership, products, and services, achieving a 95% customer satisfaction rating
- Safeguarded member accounts and information for privacy and accuracy, achieving a 98% compliance rate with privacy and security policies and procedures
- Navigated system applications as needed to resolve inquiries, resulting in a 30% reduction in average call handling time
- Performed and processed account maintenance, fulfillment requests, research requests, etc.
- Provided timely, friendly, and accurate service in building member relationships; determined member eligibility; helped members meet their financial needs, leading to a 20% increase in new accounts opened
Warehouse Associate
Kohl's Warehouse
06.2012 - 11.2015
- Pulled, packaged, and shipped orders in an efficient manner to exceed our goals, resulting in a 20% increase in productivity and a 95% on-time delivery rate
- Organized stocks and maintained inventories while prioritizing, planning, and meeting critical deadlines, which lead to a 30% reduction in stock-outs and backorders
- Achieved a 90% accuracy rate of order fulfillment requests by clarifying desired information and completing transactions
Education
High School Diploma -
Mergenthaler Vocational Technical High School
Certification - Autocad
My Computer Career
09.2020
Skills
- Skills: Customer Support: Skilled in handling inquiries, troubleshooting, and delivering solutions in a timely manner
- Technical Troubleshooting: Strong ability to diagnose and resolve software, hardware, and network issues
- Communication: Excellent verbal and written communication, capable of explaining technical concepts in a clear, user-friendly manner
- Problem Solving: Analytical approach to identifying and resolving technical problems
- Time Management: Capable of managing multiple tasks and prioritizing effectively to meet deadlines
- IT Fundamentals: Familiar with hardware, software installation, network configuration, and common operating systems (Windows, macOS, Linux)
- Remote Support Tools: Experience using tools like remote desktop software, ticketing systems (Zendesk, ServiceNow), and live chat support
Certification
- Certification: MTA Security, AutoCAD
- Work Eligibility: Eligible to work in the U.S. with no restrictions
Timeline
Inside Liability Adjuster
Allstate
09.2024 - Current
Escalations Coordinator
CFG
05.2024 - 07.2024
Call Center Agent
CFG
08.2023 - 05.2024
Customer Engineer
NCR
09.2020 - 08.2023
Assistant Manager
S3 Shared Service Solutions
10.2017 - 08.2020
Member Service Representative
S3 Shared Service Solutions
11.2015 - 10.2017
Warehouse Associate
Kohl's Warehouse
06.2012 - 11.2015
Certification - Autocad
My Computer Career
High School Diploma -
Mergenthaler Vocational Technical High School
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