Malina Truewell
Broken Arrow,OK
Summary
Results-oriented professional skilled in communication and problem-solving. Utilized Salesforce to enhance customer satisfaction and resolve return tickets efficiently. Recognized for driving operational efficiency and improving customer service quality through effective claims processing and Microsoft Office proficiency.
Overview
12
12
years of professional experience
Work History
Adverse Carrier Associate
Foundever
Remote
12.2024 - Current
- Reviewed and communicated liability and accident fault status determined by USAA adjusters to support claims resolution.
- Verified receipt of documents essential for claims processing.
- Coordinated and scheduled call-backs for claim adjusters to discuss status and resolutions.
- Processed and filed auto insurance damage claims efficiently.
- Authenticated member information prior to initiating claim status requests.
- Accurately recorded claim activity and updates within Guidewire system.
Return Associate (A subsidiary of Home Depot)
HD SUPPLY
Tulsa, OK
07.2021 - 05.2024
- Recognized for being an exceptional team player by being promoted from the Issue Resolution Team to a Return Associate
- Processed 50+ return tickets daily, ensuring timely resolution and customer satisfaction
- Utilized Salesforce Software to process and document returns closing out 90% of tickets
- Enhanced customer service for a subsidiary of Home Depot by resolving return issues efficiently.
- Coordinated scheduled pickups from carriers while maintaining effective communication with internal teams and external partners to streamline operations
Issue Resolution Team (IRT) Associate
HD Supply
Tulsa, OK
12.2018 - 07.2021
- Promoted from Customer Service Representative to the Issue Resolution Team
- Partnered with IRT team to identify and implement effective solutions for escalated customer issues, successfully resolving 50% of cases
- Collaborated with sales representatives via phone and email to resolve 60+ complex customer service issues daily; researched issues, identified causes, and provided solutions
- Received a company recognition award for consistently embodying Home Depot's values, delivering excellent teamwork, supporting customer service, and efficiently managing IRT tickets
- Supported Home Depot operations by streamlining issue resolution processes
Customer Service Associate
HD Supply
Tulsa, OK
05.2014 - 12.2018
- Handled up to 75 calls per day with a focus on first call resolution in a high volume call center environment
- Responded to customer inquiries on order processing, billing, and problem resolution, ensuring clarity and satisfaction.
- Utilized active listening to de-escalate customer concerns and issues with products, fostering trust and loyalty.
- Resolved and closed troubled orders for special projects, enhancing customer experience and service efficiency.
- Trained new associates on the Enterprise Resource Planning (ERP) software to deliver high quality customer service
- Contributed to the success of a Home Depot subsidiary
Education
Diploma -
Union High School
Tulsa, OK05.1995
Skills
- Communication proficiency
- Trustworthiness and integrity
- Adaptability with problem-solving skills
- Microsoft Office Suite alongside Salesforce
- ERP systems and PhaseWare expertise
- Avaya knowledge
Customer Service Skills
- Active listening
- Reliable
- Adaptability
- Communication
- Patience
- Problem solving
- Integrity
Timeline
Adverse Carrier Associate
Foundever
12.2024 - Current
Return Associate (A subsidiary of Home Depot)
HD SUPPLY
07.2021 - 05.2024
Issue Resolution Team (IRT) Associate
HD Supply
12.2018 - 07.2021
Customer Service Associate
HD Supply
05.2014 - 12.2018
Diploma -
Union High School