Kimberly Griffin

• Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
• Maintained updated and detailed records of calls in physical and electronic database.
• Directed dispatching, routing, and tracking of Number fleet vehicles.
• Tracked delivery progress to identify possible delays and provide real-time updates to customers.
• Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
• Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
• Analyzed customer feedback and provided solutions to improve customer service.
• Assisted in resolving customer complaints and grievances.
• Answered phone calls and responded to customer emails.

Handled Inbound Calls For Aetna Health Insurance...Handled Inbound Calls For Retired Members That Had An HRA Account

• Resolved complaints to satisfy customers and encourage future transactions.
• Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
• Answered phone with friendly greeting to create positive inbound calling experience for customers.

Handled Inbound Calls, Performed Credit Audits, Issued Credit When Warranted Accounts, Added Added Local Phone Service, Placed Operator Assistance Calls