Summary
Overview
Work History
Education
Skills
Middleinitial
Projectsaccomplished
Timeline
Generic

ELIJAH MCTAGGART

Fort Lauderdale,FL

Summary

Dedicated professional with demonstrated strengths in customer service, time management and process improvement. Good at problem solving and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Overview

11
11
years of professional experience

Work History

Customer Account Manager/Sr Claim Specialist

ShipMonk
05.2018 - 05.2023
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Established performance and service goals and held associates accountable for individual performance.
  • Collaborated with cross-functional teams to develop strategic plans for improving overall customer experience.
  • Maintained strong relationships with clients to ensure satisfaction and retention.
  • Tracked customer feedback and shared insights with relevant teams for improvements.
  • Managed customer accounts and addressed inquiries or concerns.
  • Documented all communication with customers in CRM system for record-keeping purposes.
  • Managed cargo claims for over 1700 merchants shipping through 3PL
  • Manually generated customer claims reports for monthly auditing and account review
  • Monitored employee performance using real-time data and reports
  • Created standardization of claim processes and procedures for all 3PL warehouse locations
  • Performed Maintenance of claim database and systems with the dev department
  • Establish and maintain carrier, client relationships
  • Managed a team of 6 claim reps.
  • Conducted regular audits of claim files to ensure accuracy and proper documentation
  • Developed strategies for improving claims handling processes to minimize costs and maximize customer satisfaction
  • Implemented policies and procedures to ensure compliance with regulatory guidelines
  • Analyzed claim trends and identified potential areas of concern for risk management purposes
  • Handled escalated customer complaints relating to denied or delayed insurance claims
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Collaborated with other departments, such as underwriting and legal, to resolve complex claim issues.
  • Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.

Senior Account Executive/Defense Analyst

Govgistics Inc
07.2017 - 05.2018
  • Cultivated solid relationships with major clients such as OEM, distributors and manufactures to ensure a continuous flow of sales revenue
  • Expanded business opportunities by identifying prospects and evaluating their position in the industry and researching and analyzing sales opportunities
  • Drove business by identifying and selling prospects and maintaining strong relationships with clients
  • Enhanced staff accomplishments and competence by planning delivery of solutions, answering technical and procedural questions for less experienced sales reps, teaching improved processes, and mentoring respective sales rep team members
  • Closed deals with polished presentations and generated new sales leads
  • Identified product improvements or new products by remaining current on industry trends, market activities, and competitors
  • Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications and other content, establishing personal networks, bench-marking best practices, and participating in professional and industry organizations.
  • Brought in over $6K in revenue while managing multiple high-profile accounts.

Client Service Manager

SmartProcure Inc
06.2016 - 07.2017
  • Identified client's pain points and made recommendations for resolutions, which can range from technical to operational solutions
  • Presented products and services to client's based on their specific needs and trained them on how to use the company software to generate revenue
  • Evaluated and implemented a new client on-boarding procedure to ensure clients achieve their goals and objectives
  • Identifying the root causes for prevention and client retention goals
  • Served as liaison between internal departments such as the Sales, Tech support, Software engineers and Programmers.

Customer Services Manager

SpareZ Bowling Center
09.2015 - 06.2016
  • Trained all employees on new and existing products, policies, and procedures in the operations area
  • Improved customer service quality results in the center by conducting surveys re-designing internal processes and establishing service metrics and monitoring and analyzing results through reports
  • Implemented production, productivity, quality, and customer-service standards
  • Contributed customer service information and recommendations to strategic plans and reviews for the bowling center
  • Audited customer service procedures, trends and determines system improvements and enforced company policies and procedures
  • Managed SpareZ Technical Operations Program to ensure proper execution during assigned shifts
  • Built and maintained relationships to promote rapport with customers
  • Managed customer service staff, communicated job expectations to a team of 30 members, and performed appraisals and job reviews
  • Maintained customer satisfaction with professional management of complex escalated customer concerns.

Senior Legal Assistant

Lavan & Neidenberg Law Firm
01.2012 - 01.2014
  • Conducted legal research and gathered pertinent legal information
  • Onboarded sixty clients a week for representation by the firm
  • Consulted with clients weekly in person on the SSA(Social Security Administration) and SSI(Supplemental Security Income) process
  • Complete applications for new clients to start their Social Security Claim
  • Reviewed and validated client's information on all applications completed by agents
  • Assisted with building a QA department to monitor agents for better quality on the phone to improve service for future clients
  • Processed appeals and denials statuses for clients.

Education

High School Diploma -

Plantation High School
Plantation, FL
06.2024

Project Management -

PMI
Expert Rating Global Testing Center
04.2015

Adjuster - Claims -

Broward College
06.2003

Skills

  • Critical Thinking
  • Customer Service Experience
  • Process Improvement
  • Project Management
  • SalesForce
  • Fresh Desk
  • Analytical Thinking
  • Complex Problem Solving
  • Google sheet
  • Computer Skills
  • Client Relationship Building
  • Performance Tracking
  • CRM proficiency

Middleinitial

M

Projectsaccomplished

  • Created a Customer Review Project With the Marketing Team which consisted of building a report using SalesForce pulling all bad reviews from various websites such as trust polit, Google , and Facebook. Additionally, I worked closely with upper management, account management team and clients to remove all negative reviews from each website. The projected resulted in improving client account health and the company representation for good reviews from a 3 to 4.5 star.
  • Assisted in creating new insurance product called Monk Protect. Using my insurance background, I guided the company in implementing the rules and guidelines. Also, managed all customer issues and reported revenues made off of the product. This project allowed the company to generate a new source of revenue.

Timeline

Customer Account Manager/Sr Claim Specialist

ShipMonk
05.2018 - 05.2023

Senior Account Executive/Defense Analyst

Govgistics Inc
07.2017 - 05.2018

Client Service Manager

SmartProcure Inc
06.2016 - 07.2017

Customer Services Manager

SpareZ Bowling Center
09.2015 - 06.2016

Senior Legal Assistant

Lavan & Neidenberg Law Firm
01.2012 - 01.2014

High School Diploma -

Plantation High School

Project Management -

PMI

Adjuster - Claims -

Broward College

Similar Profiles

CREATE PROFILE
ELIJAH MCTAGGART