Ivy Walters
Newark,DE
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Disputes resolution professional with broad expertise in conflict resolution, case management, and regulatory compliance. Proven ability to navigate complex situations with strong focus on collaboration and achieving measurable results. Known for adaptability, effective communication, and analytical skills. Reliable team player committed to maintaining high standards and delivering consistent outcomes.
Overview
11
11
years of professional experience
Work History
Disputes Specialist
Direct ChassisLink Inc.
07.2023 - 07.2024
- 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 successful resolution of complex dispute scenarios.
- Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.
- Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Resolved disputes efficiently by conducting thorough investigations and applying appropriate resolution strategies.
- Leveraged strong communication skills when liaising between parties to facilitate clear understanding and resolution of issues at hand.
- Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Advanced Resolution/Legal
Power Home Solar
11.2022 - 07.2023
- Manage our BBB portal for negative complaints and work with customers to find resolution
- Manage and review 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
- Production and billing analysis
- Report to management daily (recap) and weekly required information/statistics/analysis
- Increased customer satisfaction by providing exceptional service and product knowledge.
- Provided personalized recommendations for customers based on their unique needs and preferences.
Public Relations Coordinator
Power Home Solar
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
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)
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
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
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
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
Skills
- Courteous with a Strong Service Mindset
- Customer Data Confidentiality
- Order and Refund Processing
- Workday
- Kronos
- Salesforce
- People Soft
- Microsoft Office Programs
- Case analysis
- Legal knowledge
- Compliance Awareness
- Assertiveness
- Policy Interpretation
- De-Escalation Techniques
- Teamwork and Collaboration
- Time Management
- Excellent Communication
- Active Listening
- Decision-Making
- Self Motivation
Timeline
Disputes Specialist
Direct ChassisLink Inc.
07.2023 - 07.2024
Advanced Resolution/Legal
Power Home Solar
11.2022 - 07.2023
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
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