Gail Tyson

September 2021 to Present

• Review high volume of business submitted for processing to ensure contracts pass all eligibility requirements this includes but is not limited to;

a) entering, updating, reinstating, and cancelling contracts,

b) resolving customer inquiries,

c) examine, identify, and resolve contracts for missing, incorrect information and completeness, and

d) verify validity of contract exceptions.

• Handle calls from contract holders, lenders, agents and dealership personnel.
• Ensure timely, accurate and consistent file documentation.
• Monitor call queues and ensure agent availability through proper use of AUX codes.
• Anticipate and meet all customer needs.
• Maintain a depth of knowledge regarding other facets of the business to include online systems, claims, financing, vehicle information, and general product knowledge.
• Assist in monthly close out functions.

• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Communicated product quality and market comparisons by creating sales presentations.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Implemented systems and procedures to increase sales.
• Prepared sales presentations for clients showing success and credibility of products.

• Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
• Attended retailer and distributor product and sales training events to consistently increase product knowledge.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Demonstrated products to show potential customers benefits and advantages and encourage purchases.
• Managed revenue models, process flows, operations support and customer engagement strategies.
• Developed solutions to sales challenges and maximized business opportunities.
• Built relationships with customers and community to establish long-term business growth.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Collaborated with upper management to implement continuous improvements and exceed team goals.

• Process automotive repair claims from start to finish.
• Communicate with customers, repair facilities, dealers, inspection company and part suppliers via phone and email.
• Conflict resolution. Negotiations.
• Verified insurance claims and determined fair amount for settlement.
• Answered customer questions regarding deductibles.
• Examined claims forms and other records to determine insurance coverage.
• Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
• Directed and coordinated various investigations conducted by field investigation team.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Walked individuals through basic troubleshooting tasks.
• Documented support interactions for future reference.
• Recorded and maintained relevant notes for each client and work order.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Managed high levels of call flow and responded to technical support needs.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Responsible for dealer calls, customer calls and setting up outside service calls.
• Follow through from start to finish on service calls, send necessary parts for repairs, track part shipments, send invoices and approve payments on completed repairs.