Cheryl Walls
Pembroke Pines
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Advocate
United States Pharmaceutical Group
12.2023 - 01.2024
- Demonstrated strong ethical standards in all aspects of practice, upholding the integrity of the legal profession. (HIPPA LAWS)
- Delivered friendly service and offered expert support in every interaction.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about the Grievance/ Appeals Process. .
- Developed and updated databases to handle customer data.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Claim Specialist /Offline Team
Choice Home Warranty
12.2019 - 09.2023
- Answered Inbound Calls , submitting New Warranty claims, processing New Claims.
- Data Entry for Offline Team from Customer's Submissions via Email.
- Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
- Made Outbound Calls to the customers as well as The technicians to ensure customer's appointments were met. And that the Vendors/ Technicians followed up on Recalls.
- Collaborated closely with Vendors/ Technicians to ensure accurate, fair, and timely claims settlements for all involved parties.
- Managed high-volume caseloads effectively, prioritizing urgent cases while maintaining attention to detail for all claims.
- Assisted with Supervisors' calls and callbacks to ensure that customers' issues , questions, and concerns were addressed and resolved in a timely manner.
- Worked closely alongside with The Resolution Team and Supervisors to ensure Customer Retention to avoid cancellations.
- Always had the Goal to ensure A One Call Resolution was met.
Customer Services Resolution Specialist/Collection
Alorica/ Toyota Financial Services
07.2009 - 11.2019
- Answered Escalated Calls from the Customer Service Agents to De-Escalate the calls. Resolved the customer's payment questions, concerns, and issues concerning their vehicles.
- Assisted with customers' request for Payment Extensions and Lease Deferrals to avoid repossessions for Toyota Financial Services.
- Stopped Vehicle Repossessions , Reinstated Customer's accounts after Repossessions.
- Took Total Loss Claims from Insurance Providers and worked closely with the Total Loss Department to ensure customers' claims were submitted accurately and paid out accordingly.
- Trained New Hires
- During busy seasons would help with Customer Service/ Collection Calls.
Supervisor/Income Tax Preparer
Jackson Hewitt Tax Service - Miami, Florida
12.2006 - 04.2009
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Supervised and Managed the Office during Tax Season and year round.
- Supervised the Compliance, Prepared Taxes , and ensured the Preparers were fully trained and skilled in their profession.
- Ensuring that each Tax Preparer were trained to be friendly, courteous, and professional as interacted with the clients.
- In charge of payroll
- Responsible for Opening and Closing the Office Daily.
Adult Caregiver
Terry's Adult Care Center
08.2003 - 08.2006
- Enhanced patient well-being by providing compassionate and attentive care.
- Assisted Clients daily with grooming and hygiene.
- Assisted patients with daily living activities ( transported them to and from different outside events and activities as well) .
- Maintained detailed records of patient progress, enabling accurate evaluation of care plan effectiveness.
- Conducted regular safety checks on patient environments, reducing the risk of accidents or injuries.
- Promoted independence among patients by teaching self-care skills tailored to individual needs and abilities.
- Developed strong rapport with patients through active listening and empathetic communication techniques, enhancing overall trust in caregiver services provided.
- Maintained patient confidentiality while sharing relevant information with authorized parties as needed.
- Collaborated with healthcare professionals to develop personalized care plans, leading to better patient outcomes.
- Monitored vital signs and reported changes to medical team, allowing for timely interventions.
Education
Associate of Arts - Psychology
Miami Dade North Community College
11380 NW 27th Avenue01.1978
Skills
- Policy Development
- Training Delivery
- Document Review
- Research Proficiency
- Mentorship
- Document Filing
- Effective communication
- Adaptability
- Interpersonal skills
- Critical thinking
- Problem-solving
- Self-motivation
- Active listening
- Professionalism
- Attention to detail
- Multitasking
- Conflict resolution
Timeline
Advocate
United States Pharmaceutical Group
12.2023 - 01.2024
Customer Service Claim Specialist /Offline Team
Choice Home Warranty
12.2019 - 09.2023
Customer Services Resolution Specialist/Collection
Alorica/ Toyota Financial Services
07.2009 - 11.2019
Supervisor/Income Tax Preparer
Jackson Hewitt Tax Service - Miami, Florida
12.2006 - 04.2009
Adult Caregiver
Terry's Adult Care Center
08.2003 - 08.2006
Associate of Arts - Psychology
Miami Dade North Community College
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