Donnisha Richards
Dallas,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Customer Operations Manager
McKesson
11.2022 - 09.2024
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Streamlined team communication for improved collaboration, leading to faster issue resolution and increased customer retention.
- Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Assisted in recruiting, hiring and training of team members.
Auto Claims Adjuster
State Farm
01.2016 - 11.2022
- Improved departmental workflow by implementing best practices in claims handling procedures, leading to more accurate assessments and quicker resolutions.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Successfully negotiated settlements with claimants and insurers.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Modified, updated and processed existing policies.
Customer Service Representative
Maximus
02.2014 - 12.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
High School Diploma -
South Oak Cliff Highschool
Dallas, TX05-2010
Skills
- Operational Efficiency
- Client satisfaction
- Collaborative mindset
- Compliance Management
- Proactive Approach
- Claims Investigation
- Claims Processing
- Highly motivated
- Policy investigations
- Customer Service
- Critical Thinking
- Data Entry
- Problem Resolution
Timeline
Customer Operations Manager
McKesson
11.2022 - 09.2024
Auto Claims Adjuster
State Farm
01.2016 - 11.2022
Customer Service Representative
Maximus
02.2014 - 12.2015
High School Diploma -
South Oak Cliff Highschool
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