Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ladia Hancock

Miami Beach,FL

Summary

Service-oriented Claims Adjuster skilled at applying creative approaches to solving complex problems. Adept at developing profitable and quality-focused processes.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Representative

American Airlines
04.2023 - Current
  • Graduated at the top of training class with 100% on all assessments on company policies and software proficiency
  • Maintained 99% or above on overall customer satisfaction metrics while implementing efficient conflict resolution techniques which result in minimal call escalations, therefore positively impacting the customer experience
  • 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.

Auto Assembly

General Motors
10.2012 - 04.2022
  • Inspected vehicles on the assembly line for any defects or imperfections while following standardized work to maintain quality assurance of products
  • Worked well with team while displaying flexibility to adjust to any situation so that the team and organization were successful at achieving goals
  • Aided in implementing action plans to monitor reoccurring defects and track down where the damages originated from which led to improving the number of recalls by over 30 percent
  • Assisted in training new team members, sharing expertise and best practices for successful onboarding.

Education

High School Diploma -

Billy Ryan High School
Denton, TX
05-2006

Skills

  • Certified and Proficient in Xactimate
  • Active Listening
  • Detail Oriented
  • Conflict Resolution
  • Effective Communication
  • Critical Thinking
  • Policy Interpretation

Certification

  • TEXAS ALL LINES ADJUSTER LICENSE, #2861227
  • FLORIDA ADJUSTER LICENSE, #W877830

Timeline

Customer Service Representative

American Airlines
04.2023 - Current

Auto Assembly

General Motors
10.2012 - 04.2022

High School Diploma -

Billy Ryan High School

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Ladia Hancock