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
Richmond, VA
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
Richmond, VA
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
Glen Allen, VA
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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
Richmond, VA
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, VA06.2000
High School Diploma -
Highland Springs High School
Highland Springs, VA06.2000
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