Ivy Walters
Dispute Specialist
Charlotte,NC
Overview
11
11
years of professional experience
Work History
Disputes Specialist
Direct ChassisLink Inc.
Charlotte, NC
07.2022 - 10.2024
- Used sound judgment and available resources to make well-informed decisions for case approval or denial
- Analyzed, researched and resolved payment claims within required timeframes
- Adhered to department processes, procedures and goal expectations for case investigations
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues
- Prevented unnecessary escalations by addressing concerns effectively at the earliest stages of the dispute process
- Collaborated with cross-functional teams for the successful resolution of complex dispute scenarios
- Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
Advanced Resolution/Legal
Power Home Solar
Charlotte, NC
11.2021 - 07.2022
- Manage BBB portal for negative complaints and work with customers to find resolution
- Managed and reviewed cases that involved customers retaining counsel or filings with the Attorney General office
- Work with various internal departments to retrieve information to resolve customer concerns
- Ensure complete resolution/satisfaction of customer complaint
- Guarantee poor review turnaround
- Track all work progress via daily task manager and case management
- Report to management daily (recap) and weekly required information/statistics/analysis
- Provided personalized recommendations for customers based on their unique needs and preferences.
Public Relations Coordinator
Power Home Solar
Charlotte, NC
09.2021 - 11.2021
- Investigate and resolve public platform complaints
- Point of contact for escalated customers
- Create reimbursements
- Review of production vs contract
- Production and billing analysis.
Customer Service Representative
Power Home Solar/Pink Energy
Charlotte, NC
07.2021 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Communicated with various internal departments to resolve customer issue.
Customer Service Representative
Amesbury Truth/Talent Bridge (Temporary Position)
Statesville, NC
12.2020 - 06.2021
- Provided prompt and knowledgeable services about products
- Processed Purchase order request
- Investigated and corrected billing
- Resolved escalated issues regarding accounts, billing, shipments.
Human Resources Specialist Sr.
Lowes
Mooresville, NC
01.2019 - 11.2019
- Handled employee complaints
- Served as escalation point in call center
- Analyzed company trends and rectified employee performance issues
- Trained new employees on company and communication standards
- Reviewed and maintained information using multiple system such as Workday/Workforce/Service now/People soft kronos/and sales force.
Customer Telephone Sales Consultant
Republic Services
Charlotte, NC
09.2017 - 01.2019
- Answered questions during initial contact and follow-up calls with sales prospects
- Maintained strong call control to keep customers focused on sales offerings
- Cultivated inbound sales inquiries to successfully convert leads to sales appointments
- Guided customers through plan selection by explaining benefits, costs and restrictions of each option
- Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.
Call Center Representative
Allstate
Charlotte, NC
11.2013 - 09.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Educated customers on company systems, form completion and access to services
- Answered average of 70 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
Timeline
Disputes Specialist
Direct ChassisLink Inc.
07.2022 - 10.2024
Advanced Resolution/Legal
Power Home Solar
11.2021 - 07.2022
Public Relations Coordinator
Power Home Solar
09.2021 - 11.2021
Customer Service Representative
Power Home Solar/Pink Energy
07.2021 - 09.2021
Customer Service Representative
Amesbury Truth/Talent Bridge (Temporary Position)
12.2020 - 06.2021
Human Resources Specialist Sr.
Lowes
01.2019 - 11.2019
Customer Telephone Sales Consultant
Republic Services
09.2017 - 01.2019
Call Center Representative
Allstate
11.2013 - 09.2017