Ivana Odney
Ewing Township
Summary
Knowledgeable Desired Position with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
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
10
10
years of professional experience
Work History
Manager
Eclipse Transportation
2023.02 - 2026.03
- Oversaw daily operations to ensure timely delivery of transportation services.
- Streamlined route planning processes, enhancing operational efficiency.
- Managed driver schedules to optimize workforce utilization and reduce downtime.
- Developed training programs for new drivers, improving safety compliance and performance.
- Facilitated team meetings to foster communication and align objectives across departments.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Customer Service Representative
Asurion Insurance Services
2022.01 - 2025.11
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Processed claims and policy changes accurately within established guidelines.
- Assisted customers in navigating digital platforms for seamless service access.
- Provided training support to new team members on operational procedures.
- Utilized CRM systems to track interactions and improve follow-up efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Kaiser Permanente
2016.02 - 2022.09
- Implemented feedback mechanisms to enhance service delivery quality.
- Collaborated with cross-functional teams to streamline claim processing workflows.
- Maintained up-to-date knowledge of insurance products and policy details.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Education
Bachelor of Arts - Business Communication
Seminole State College of Florida
Sanford, FLHigh School Diploma -
Dr Phillips High
Orlando, FL05.2010
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Documentation and reporting
- Strategic planning
- Operations management
- Customer relationship management (CRM)
- Sales techniques
- Conflict resolution
- Coaching and mentoring
- Policy and procedure development
- Data analysis
Timeline
Manager
Eclipse Transportation
2023.02 - 2026.03
Customer Service Representative
Asurion Insurance Services
2022.01 - 2025.11
Customer Service Representative
Kaiser Permanente
2016.02 - 2022.09
Bachelor of Arts - Business Communication
Seminole State College of Florida
High School Diploma -
Dr Phillips High