Danielle Williams
AZ
Summary
Dedicated customer service professional with a strong background in providing compassionate care and troubleshooting support via email and chat. Recognized for exceptional communication skills and a detail-oriented approach, consistently enhancing customer satisfaction and loyalty. Proven ability to handle multiple tasks effectively while applying knowledge to deliver quality care. Committed to continuous improvement of operational processes for an enriched customer experience.
Overview
7
7
years of professional experience
Work History
Total Loss Claims Specialist
State Farm
03.2024 - Current
- Effective time management, within a stewardship role, in a fast-paced environment
- Manage settlement payments and documentation with precision and compliance
- Communicate empathetically to address customer concerns, ensuring effective resolutions and less repeat contact
- Negotiation of settlement with customers and attorneys, to reach fair agreement on total loss
- Coordinate with lien holders/repair facilities/various service vendors/salvage yard
- Leverage Property and Casualty All Lines License to efficiently process claims, handle diverse call volumes, and meet performance targets in a fast-paced environment
Marketing Strategist
CanPro
07.2022 - 03.2024
- Inbound call and chat advisor
- Management of startup for product development
- Respond to user hardware and software problems
- Maintain and troubleshoot PC network connectivity to provide maximum uptime
- Proactive problem-solver and process-improver
- Test, document, and assist with corporate initiatives as assigned
- Engage in Ecommerce study skills for improvable marketing skills
Customer Service/Technical Support Team Lead
Teleperformance (General Motors)
11.2019 - 08.2022
- Assisting with connection issues within vehicles and mobile applications
- Sales-Force Admin and mobile hotspot tech
- Facilitate real time coaching and training by identifying skill/performance gaps
- Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner
- Receive customer inbound phone calls for various system issues providing technical assistance and customer education
- Troubleshoot the customer's technical issues by using our guided workflows which walk you and the customer step by step through various resolutions with the goal of solving the customers issue while on the phone
- Real Time Analyst for appropriate team management
Call Center Representative
U-Haul
04.2018 - 11.2019
- Handle 50+ customer in person and inbound emails per day, giving detailed, personalized, friendly & polite service to ensure customer retention
- Operation of customer facing system Zendesk
- Collaborate with other departments to troubleshoot, research and resolve open questions
- Receive source data such as customer names, addresses, phone numbers, credit card information, and enter data into various customer service software
- Trained new employees in customer service script recitation, conflict resolution, and data entry practices
Education
Bachelor's degree - Sociology
Marygrove College
Detroit, MI12.2016
Skills
- Microsoft Office
- Office Administration
- Upselling
- Quality Management Systems
- Help desk experience
- Workday experience
- Compassionate
- Empathetic
- Technical support
- First-line customer representative
- Zendesk
- Complex claims consulting
- Coverage assessments
- Verbal communication
- Claims investigation
- Settlement management
References
References available upon request.
Timeline
Total Loss Claims Specialist
State Farm
03.2024 - Current
Marketing Strategist
CanPro
07.2022 - 03.2024
Customer Service/Technical Support Team Lead
Teleperformance (General Motors)
11.2019 - 08.2022
Call Center Representative
U-Haul
04.2018 - 11.2019
Bachelor's degree - Sociology
Marygrove College
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