Diane Andrea
Salem,WI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Resolution Specialist
Veyo/MTM Transportation
Middleton, WI
12.2021 - Current
- Interacted with internal departments to ensure complete resolution of customer issues.
- Delivered conclusions on mediation cases.
- Attended regular meetings with department supervisors in order to review open cases and discuss strategies for improving performance metrics related to case resolution times.
- Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- Drafted correspondence to customers regarding resolutions of their issues.
- Provided training sessions on how to effectively resolve customer complaints.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Ensured compliance with applicable laws and regulations during the resolution process.
Skills
- De-Escalation Techniques
- Problem-Solving
- Self Motivation
- Interpersonal Skills
- Task Prioritization
Timeline
Resolution Specialist
Veyo/MTM Transportation
12.2021 - Current