Cristina Scott

Resolved customer complaints while prioritizing customer satisfaction and loyalty.

• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of 75 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
• Championed a positive work environment built on open communication, teamwork, mutual respect, and personal accountability.
• Examined claims forms and other records to determine insurance coverage.
• Enhanced customer satisfaction with timely and accurate claims resolutions.
• Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
• Managed a team of adjusters, providing coaching and performance feedback for improved productivity.

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in the brand.
• Documented and detailed calls and complaints using call center's CRM database.