Dawn Martindill

· Troubleshoot and resolve customer technical issues with internet, video, and phone services via phone and online platforms. · Diagnose and resolve complex technical problems for customers and field technicians. · Perform basic network and configuration checks and enter work orders. · Demonstrate excellent communication, customer service, and problem-solving skills. · Provided support in the installation and configuration of services, helping customers successfully access and utilize their subscriptions.

· Provided exceptional client experiences at every touch-point. · Maintained detailed and accurate client records in CRM. · Assisted with the seamless flow of documents, processes, and strategies for client success. · Collaborated closely with cross-functional teams to enhance service offerings. · Handled 75·100 incoming/outgoing calls per day. · Performed high-volume data entry.

*Provides day to day leadership, guidance, and mentoring, managing a multi‐discipline team of 12 *Provide backup to Scan and Mailroom Teams as needed. *Run high volume copy machines, produce jobs for binding, cutting and or assembly projects as needed. *Scanning and converting documents to PDF and uploading into database based on current company standards and protocols. *Troubleshoot issues with scanners and copiers for department , contact IT or Technicians for specific issues. *Manage reports and inventory of supplies *Manages and Updates User Manuals for departments in Corporate Services *Works with teams to create process improvements as needed *Handle sensitive and confidential information *Training of Team Members

* Manages multiple workflows by assigning responsibilities and preparing schedules; to include: • New Loss Set Ups • Processing Mail, inputting notes/diaries in claims and policy system • Processing payments • Processing requests for Loss Runs, Refunds, and policy questions from Brokers and Insureds • Processing form letters, state forms and reports • Responding to inquiries via Chat, Phone and Email • Providing oversight in claims assistant queue and new loss queues

* E-File Settlement Documents to the WCAB per established guidelines. * Document Workflows for publication on company intranet * Works with teams to create process improvements as needed