Dave Webb
Bloomfield Hills,MI
Summary
Accomplished professional with a proven track record at Proctor Loan Protector, enhancing customer satisfaction and streamlining claim management processes. Expert in data analysis and relationship building, I've significantly improved operational efficiencies and communication strategies. Skilled in customer needs assessment and report analysis, my focus on results has consistently elevated team performance and customer service standards.
Overview
8
8
years of professional experience
Work History
Call Center Quality Analyst
Proctor Loan Protector
Troy, MI
09.2023 - 07.2024
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
- Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
Loss Draft Specialist
Proctor Loan Protector
Troy, MI
04.2022 - 09.2023
- Cultivated strong relationships with external partners through effective communication and collaboration efforts during claim management process.
- Enhanced customer satisfaction through timely communication and resolution of loss draft-related inquiries.
- Maintained detailed records of claim activity, including supporting documentation and correspondence, ensuring accurate reporting.
- Provided training to new team members on company policies, industry regulations, and best practices for handling loss drafts.
- Consistently met deadlines for reviewing documents, resulting in improved turnaround times for fund release requests from homeowners.
Claim Examiner
Crawford & Co. & Safe Auto Insurance
Coppell, TX
03.2019 - 07.2022
- Established strong working relationships with independent adjusters during large-scale catastrophe claims, ensuring efficient and accurate assessments.
- Managed high-volume caseloads, maintaining organization and attention to detail for each individual case.
- Developed positive relationships with clients, maintaining open lines of communication for prompt issue resolution.
- Participated in industry conferences and workshops to stay informed about changing regulations and best practices in claims management.
- Improved customer satisfaction by providing timely and accurate claim updates throughout the process.
Administrative Assistant
Trinity Realty & Investments
Sterling Heights, MI
07.2016 - 01.2019
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
Education
Diploma -
Everglades High School
Miramar, FL05.2015
Skills
- Customer Service
- Management
- Call Monitoring
- Data Analysis
- Customer Needs Assessment
- Report Analysis
- Attention to Detail
- Excellent Communication
- Active Listening
- Relationship Building
Timeline
Call Center Quality Analyst
Proctor Loan Protector
09.2023 - 07.2024
Loss Draft Specialist
Proctor Loan Protector
04.2022 - 09.2023
Claim Examiner
Crawford & Co. & Safe Auto Insurance
03.2019 - 07.2022
Administrative Assistant
Trinity Realty & Investments
07.2016 - 01.2019
Diploma -
Everglades High School