Hannah Sheler
Lebanon,OR
Summary
Experienced and results-driven professional with a proven track record in customer service, team leadership, and process management. Demonstrated ability to build trust and credibility, ensuring customer satisfaction and loyalty. Skilled in client relationships, internal department coordination, and leading teams to achieve performance objectives. Committed to fostering a positive work environment and driving organizational success through the development and enforcement of standards and guidelines.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Resolution Analyst Team Lead
Assurant
07.2019 - Current
- Demonstrated leadership to build trust, credibility and drive needed changes among team members and clients.
- Developed standards and guidelines for programs, enforcing company policies and ensuring consumer satisfaction throughout the process.
- Designed, developed, and delivered training to meet department needs.
- Consulted with external and internal clients/customers to ensure accuracy of policies and processes.
- Promoted a positive work environment by fostering teamwork and open communication.
- Mentored team members on proper escalation handling techniques, enhancing overall team performance.
- Modeled and promoted company culture, supporting organizational initiatives.
- Negotiated successfully between various parties involved in disputes or conflicts, achieving mutually beneficial outcomes.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Updated employees with latest policies, procedures and compliance standards.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
Resolution Specialist
Assurant
05.2017 - 07.2019
- Managed high volumes of customer inquiries, ensuring efficient resolution and enhancing overall consumer and client experience.
- Coordinated with internal departments to gather information on individual cases, facilitating accurate and timely responses.
- Handled escalated calls calmly and professionally, ensuring highly dissatisfied customers felt heard and supported throughout the process.
- Responded to written complaints from legal and state entities in a professional and timely manner.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
Team Lead
Assurant
10.2016 - 05.2017
- Promoted a positive work environment by fostering teamwork and open communication.
- Assisted in training new team members by conveying information on company procedures and requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Mentored junior team members on proper escalation handling techniques, enhancing overall team performance.
CSR 1
Assurant Solutions
07.2016 - 10.2016
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in increased customer satisfaction.
- Responded to customer requests for products, services, and company information with accuracy and efficiency.
- Met customer call guidelines for service levels, handle time, and productivity, consistently achieving performance targets.
- Responded proactively and positively to rapid changes, adapting quickly to new situations.
- Delivered exceptional customer service by leveraging extensive product and service knowledge, creating welcoming and positive experiences for every customer.
Office Manager
DnB Painting Inc.
07.2014 - 07.2016
- Answering multi-line phone systems, emails, and scheduling estimates
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Processed employee payroll and maintained confidential employee files.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Team Lead
Assurant
11.2013 - 06.2014
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Assisted with training new team members by relaying information on company procedures and safety requirements.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
CSR 1
Assurant Solutions
09.2013 - 11.2013
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Foster Care and Rescue Coordinator
SafeHaven Humane Society
10.2011 - 06.2013
- Managed multiple databases and social media platforms, ensuring accurate and timely updates.
- Recruited, interviewed, and coordinated over 100 foster families and volunteers, fostering a supportive community.
- Planned, coordinated, and executed numerous volunteer and outreach events, enhancing community engagement.
- Entered data, generated reports, and produced tracking documents, maintaining meticulous records.
Weekend Adoption Manager/ PIC
SafeHaven Humane Society
03.2008 - 10.2011
- Assisted customers with adoption paperwork, financial transactions, and inquiries, ensuring a smooth and efficient process.
- Maintained a professional and organized office/reception area, enhancing the overall customer experience.
- Took ownership of customer issues, following problems through to resolution with a proactive approach.
- Resolved customer complaints, prioritizing customer satisfaction and loyalty.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service in person, via phone calls, and email correspondence, consistently exceeding customer expectations.
Education
GED -
Linn Benton Community College
Albany07-2004
Skills
- Effective Communication
- Customer Service Excellence
- Critical thinking
- Training and Development
- Leadership and Team Management
- Compliance awareness
- Multitasking
- Process Improvement
- Conflict Resolution
Certification
- Licensed Insurance Ajuster
Timeline
Resolution Analyst Team Lead
Assurant
07.2019 - Current
Resolution Specialist
Assurant
05.2017 - 07.2019
Team Lead
Assurant
10.2016 - 05.2017
CSR 1
Assurant Solutions
07.2016 - 10.2016
Office Manager
DnB Painting Inc.
07.2014 - 07.2016
Team Lead
Assurant
11.2013 - 06.2014
CSR 1
Assurant Solutions
09.2013 - 11.2013
Foster Care and Rescue Coordinator
SafeHaven Humane Society
10.2011 - 06.2013
Weekend Adoption Manager/ PIC
SafeHaven Humane Society
03.2008 - 10.2011
GED -
Linn Benton Community College
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