Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Lynn Whitehouse

Centralia,IL

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

16
16
years of professional experience

Work History

LCSA

Allstate/WNS
Northbrook, IL
11.2020 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Developed and implemented escalations process to ensure customer satisfaction.
  • Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
  • Maintained a database of all escalated cases, ensuring accuracy of data entry and reporting.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Claims Customer Care Associate

Sitel
Nashville , TN
08.2015 - 11.2020
  • Conducted research into potential solutions for difficult or complex cases.
  • Worked with internal teams such as Underwriting, Loss Control, Risk Management, Customer Service Representatives to ensure successful resolution of customer queries.
  • Researched and resolved customer issues related to claim processes, payments, and policies.
  • Actively participated in team meetings aimed at improving workflow processes or identifying areas needing improvement.
  • Developed strategies for improving customer relations by utilizing available resources.
  • Responded to client inquiries via telephone, email, or other communication methods in a timely manner.
  • Asked probing questions and offered solutions to resolve customer issues.
  • Addressed and escalated complex customer issues to management, when necessary.
  • Developed and maintained strong professional relationships with customers through exceptional service.
  • Built trusted partnerships through open and interactive communication to earn positive customer feedback.
  • Resolved billing disputes and processed payments and refunds as required.

Live Chat Supervisor

NBTY
Ronkonkoma, NY
06.2008 - 01.2015
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Managed team of seven employees, ensuring high productivity and quality standards were met.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Responded to customer questions regarding products, prices and availability.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.

Education

Some College (No Degree) - Criminal Law

Southwestern Illinois College
Granite City, IL

Skills

  • Flexible and Adaptable
  • Cultural Awareness
  • Analytical and Critical Thinking
  • Written Communication
  • Recordkeeping
  • Self-Directed
  • Troubleshooting
  • Dependable and Responsible
  • Time Management
  • Team building
  • Active Listening

Affiliations

  • When not working, I enjoy spending time with my family and working on new home projects.
  • I enjoy crafting, spending time outdoors with our dogs and just taking time to read a good book.
  • I love cooking and trying new recipes, especially baking.

Timeline

LCSA

Allstate/WNS
11.2020 - Current

Claims Customer Care Associate

Sitel
08.2015 - 11.2020

Live Chat Supervisor

NBTY
06.2008 - 01.2015

Some College (No Degree) - Criminal Law

Southwestern Illinois College

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Lynn Whitehouse