Summary
Overview
Work History
Education
Skills
Timeline
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Heather Poindexter

Phoenix,AZ

Summary

Versatile leader with more than 10 years of customer success experience. Strong analytical problem-solver with talents for team building as well as excellent customer relations aptitude & 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. Experience in business settings and remote.

Overview

10
10
years of professional experience

Work History

Courier

Amazon
06.2021 - Current
  • Delivered on average 40 packages daily with 100% accuracy on routes for 12 months resulting in continued high rated standings within the company
  • Ensured adherence to safety and security protocols during transit, resulting in 98% successful delivery rate to residential and business locations
  • Continuous maintenance of high-level customer satisfaction through courteous and timely transit.
  • Logged delivery information in tracking systems to enable real-time delivery status.

Claims Adjuster

State Farm
03.2022 - 03.2023
  • Performed in-depth analysis on active claims and identified areas of opportunity to leadership resulting in weekly follow up meetings to improve customer experience and claims handling by other agents
  • Successfully resolved 90% of high-escalation client calls, freeing up manager availability to assist other agents while maintaining compliance with SCP settlement guidelines
  • Ensured compliance with state laws and regulations governing insurance claims with no overpayments to clients
  • Identified and rectified $180,000 in incorrectly processed payments on claims
  • Correction of 100+ claim details resulting in identifying additional involved parties via photos cross referenced with police reports; findings would overturn fault determination on 30% of claims.

Loan Document Specialist

Wells Fargo Auto
10.2019 - 04.2021
  • High satisfactory call performance resulting in promotion to LDS III in 4 months
  • Funded 1000+ loans for company resulting in weekly recognition by leadership
  • Demonstrated excellent B2B communication skills, fostering strong relationships with dealerships and ensuring continued business with Wells Fargo Auto.
  • Provided support for document controls and worked with contract documents.

Customer Success Specialist

American Electric Power
01.2015 - 09.2018
  • Provided comprehensive training techniques to several COAs resulting in the reduction of AHT and productivity increasing over the span of 2 months
  • Assisted with coordination of savings program input to customer accounts and identified $1.1 million dollar error for company resulting in savings for company
  • Provided training to new hires and led group projects, resulting in a 33% improvement in employee morale and increased preference for leadership roles
  • Contributed to third party sales affiliate, Allconnect, resulting in top 10% for company transfers for 24-months consecutively.

Assistant Manager

7 Eleven
03.2014 - 09.2015
  • Increased sales by 20% with correct forecast analysis for products within 6 months
  • Facilitated continuous training and coaching for cashiers, resulting in four promotions to assistant manager positions across three local stores within three months
  • Developed and event planned for community day resulting in increased sales for store by 25%
  • Achieved top store sales of new launch product (out of 55 stores statewide) selling 1,500 of the products in the first 3 weeks.

Education

Bachelor of Science - Advertising

West Virginia University

Skills

  • CRM software
  • MACCS
  • Virtual Agent
  • Microsoft Office
  • Lean Six Sigma
  • Attention to confidentiality
  • Complaint resolution
  • Account Management
  • Administrative Support
  • Staff Training

Timeline

Claims Adjuster

State Farm
03.2022 - 03.2023

Courier

Amazon
06.2021 - Current

Loan Document Specialist

Wells Fargo Auto
10.2019 - 04.2021

Customer Success Specialist

American Electric Power
01.2015 - 09.2018

Assistant Manager

7 Eleven
03.2014 - 09.2015

Bachelor of Science - Advertising

West Virginia University

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Heather Poindexter