Analyst/Team Lead/Customer Service Rep.
NTT Data/Dell/Perot Systems Insurance Solutions
Lincoln, NE
09.2007 - 06.2020
- Customer Service Representative for phones, and special call resolution and handling including processing and approvals
- Team communications, emails and meetings as needed with onshore, offshore, and client approvals as needed
- Microsoft Teams, Outlook, Word and Excel for the documentation and communications with the teams both onshore, offshore, IT systems and any client notifications and approvals
- Created, updated and maintained the Training Aids and documentation for the standard operational procedures
- Led the team Training and Development with our offshore team including updates and creation of operational procedures
- Coordinated the team for handling special projects, spreadsheets, flowcharts and quality control and workflow handling
- Monthly, Quarterly, and annual special handling, reporting.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Self-motivated, with a strong sense of personal responsibility.
- Gained strong leadership skills by managing projects from start to finish.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
- Proven ability to develop and implement creative solutions to complex problems.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Passionate about learning and committed to continual improvement.
- Applied effective time management techniques to meet tight deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered services to customer locations within specific timeframes.
- Developed and maintained courteous and effective working relationships.
- Managed time efficiently in order to complete all tasks within deadlines.
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
