Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Chloe Dunston

Summary

I am a proactive and goal-oriented professional with exceptional time management skills. I consistently deliver timely results in case management and claims resolution.

Recognized for reliability and adaptability, I have a swift capacity to learn and apply new skills. Committed to driving team success and contributing to organizational growth, I am poised to achieve positive results and advance objectives with dedication and enthusiasm.

Overview

21
21
years of professional experience

Work History

Warranty Claims Specialist

LL Flooring
02.2019 - Current
  • Followed established guidelines and procedures for reviewing, researching and resolving warranty claims while documenting all actions in CMS,SAP and Salesforce
  • Communicated and coordinate with internal departments, including Store Managers/Regional Managers when necessary for customer related issues
  • Initiate outbound calls as necessary to resolve claims and returns calls promptly


  • Act as liaison between store management and customer for more in depth customer service issues, i.e., quality, complaints or compensation
  • Obtain and evaluate all relevant information to handle inquiries and claims
  • Record precise details of customer inquiries, comments and complaints, properly escalating concerns that may require management intervention
  • Respond to customer complaints using standard business writing protocol as well as standard verbal skills
  • Record details of actions taken regarding complaint resolution, notifications, and all other aspects of the complaint
  • Educate customers on the subject of wood flooring terminology, features and benefits of products in order to improve customer's product knowledge as well as installation requirements and ensuring customer satisfaction; these abilities are essential
  • Using Salesforce, SAP and LL Website; to research product and pricing inquiries
  • Contain knowledge current in regard to product line and installation technique
  • Efficiently resolves cases in a timely manner and at a cost benefit to both client and company.
  • Followed up with customers on unresolved issues.
  • Generated, posted and attached information to claim files.
  • Coordinated with contracting department to resolve payer issues.
  • Utilize Salesforce to maintain and update customer information, repair logs and inventory.
  • Scheduled and oversaw maintenance, repair and installation activities.

Mortgage Client Services

SunTrust
03.2018 - 02.2019
  • Handled inbound service calls from clients, Provide sales referral opportunities for personal banking products and services
  • Answer clients questions and request for payoffs, escrows, payments and clients needs
  • Resolved problems and complaints clients may have about banking products and services
  • Trained SunTrust products, systems, policies, SunTrust Online (STOLI) sales skills and other procedures, client service and referrals.

Operations Assistant

West Creek Financial
05.2016 - 03.2018
  • Handle escalation calls for customer service reps
  • Design and facilitate training classes for incoming customer service training classes, as well as developed quality assurance guidelines, policy and call center procedures
  • Assist in supervision of 10 to 15 customer service reps, also point of contact for problem resolution and coaching
  • Monitored and review all incoming and outbound calls for accuracy
  • Manually resubmit debit payments, collection of ACH/EFT returned payments and ensure account reconciliation were up to date daily
  • Performed any special assignment given by COO or process manager.
  • Assisted operations manager with planning of routine operations and special projects.
  • Solved problems timely and effectively, ensuring customer satisfaction.
  • Managed day-to-day department operations with effective workflow coordination.
  • Provided administrative support with accurate document preparation and data entry.
  • Collaborated with other departments to foster smooth operation of daily processes.
  • Completed daily logs for management review.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Trained and supervised employees on office policies and procedures.

311 Agent

Staffmark / City of Richmond
10.2014 - 05.2016
  • Responding to customer questions, requests, inquiries, complaints and safety concerns via the telephone, email, correspondences or in person with appropriate resolutions, and results
  • Calculating and processing appropriate adjustments to customer accounts
  • Creating, researching, resolving and closing various ticket inquires in the Citizens Request system
  • Performing special research on complex customer billing issues, such as tax and utility bills
  • Working on assigned special project teams within the City, DPU or the 311 Call Care
  • Managing customer account data records by adding new records, maintaining and revising existing account records.

DDA Collector

SunTrust
06.2012 - 06.2014
  • Using an automated dialer and call distribution system to contact clients
  • Responsible for servicing inbound and outbound collection telephone calls associated with overdrawn and charged off deposit (checking, savings, and money market) accounts
  • Contact SunTrust clients to negotiate payment arrangements on delinquent balances
  • Ensures bank collection policies and procedures are followed
  • Services mainly routine outbound collection calls to negotiate payment arrangements
  • Objective is to minimize expected losses on these accounts by maximizing the collection/recoveries efforts
  • Work in a fast paced, back office environment with minimal supervision
  • Exhibit excellent verbal communication skills via telephone.

Retention Specialist

Richmond Times Dispatch
01.2009 - 01.2012
  • Handled inbound complaints/inquiries with efficient & accurate responses
  • Handled outbound calls to customers who have stopped subscription to inquire reason and to regain their business if possible
  • Contacted long time customers to ensure satisfaction and to provide information on additional offers that they may be interested in obtaining
  • Contacted delinquent subscribers to obtain payment
  • Maintained database to track all aspects of retention to include; complaints, suggestions, customer satisfaction, etc.

Fraud Adjuster

Capital One
01.2008 - 01.2009
  • Responsible for Recovery Adjuster System maintenance ensuring that all accounts are coded correctly and all accounting is accurate to minimize losses and maximize loan recoveries
  • Reviewed and evaluate credit & collateral files of charge off loans as assigned within 30 days
  • Reconciled all charges to determine validity with merchants, credit reporting agencies and customers.

Customer Account Executive

Comcast
01.2006 - 01.2008
  • Communicated with customers to resolve billing and service problems
  • Resolve billing issues by researching payment history and ensuring appropriate charges for service
  • Service problems resolved by providing standard resolution techniques, or referring customer to technical support
  • Consulted with customers regarding programming information, upgrade opportunities & provide a clear understand of all charges
  • Entered account information into billing system in order to accurately execute customer orders, schedule installs and trouble calls, and document customer accounts daily.

Personal Sales Service Representative

Wells Fargo
01.2004 - 01.2006
  • Provided prompt quality service to ensure customer retention and sales support
  • Responsible for customer service needs of the clients to help them succeed financially through quality retail product sales and referrals
  • Opened certificate of deposits, savings & checking accounts
  • Assessed customer needs, and promote alternative products and services
  • Navigate a computerized system for tracking, information gathering, and or troubleshooting
  • Received and or placed telephone calls regarding customer banking questions or inquiries, answering a high volume of calls per day
  • Answered all customer questions, inquiries and requests.

Education

High School Diploma -

Highland Springs High School
Highland Springs, VA
06.2000

High School Diploma -

Highland Springs High School
Highland Springs, VA
06.2000

Skills

  • Account Reconciliation
  • SAP
  • Balance Sheet Reconciliation
  • ACH
  • Accounting
  • Research
  • Bank Reconciliation
  • Office Administration
  • Microsoft Outlook
  • Account Management
  • Accounts Receivable
  • Quality Assurance
  • Claims (3 years)
  • Customer service
  • Negotiation
  • Claims Investigation
  • Verbal Communication
  • Claims
  • Eligibility Determination
  • Teamwork and Collaboration
  • Conflict Resolution
  • Decision-Making
  • Interpersonal Communication
  • Attention to Detail
  • Task Prioritization
  • Coverage Determination
  • Negotiation Tactics
  • Critical Thinking
  • Fraud Detection
  • Payment and Investigation Escalations
  • Organizational Skills
  • Written Communication
  • Time Management
  • Problem-solving abilities
  • Case Management
  • Problem-Solving

Personal Information

Title: Customer Service and Claims Professional

Timeline

Warranty Claims Specialist

LL Flooring
02.2019 - Current

Mortgage Client Services

SunTrust
03.2018 - 02.2019

Operations Assistant

West Creek Financial
05.2016 - 03.2018

311 Agent

Staffmark / City of Richmond
10.2014 - 05.2016

DDA Collector

SunTrust
06.2012 - 06.2014

Retention Specialist

Richmond Times Dispatch
01.2009 - 01.2012

Fraud Adjuster

Capital One
01.2008 - 01.2009

Customer Account Executive

Comcast
01.2006 - 01.2008

Personal Sales Service Representative

Wells Fargo
01.2004 - 01.2006

High School Diploma -

Highland Springs High School

High School Diploma -

Highland Springs High School

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Chloe Dunston