Mary Simpson
Topeka,KS
Summary
Dynamic professional with a proven track record at Hill's Pet Nutrition Inc., excelling in customer service and talent acquisition. Leveraged CRM system proficiency and strong teamwork to enhance operational efficiency and achieve a significant increase in customer satisfaction. Expert in complaint resolution and adept at supporting senior leadership, showcasing a blend of hard and soft skills.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Hill's Pet Nutrition Inc.
Topeka, KS
11.2016 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintain email/ phone call evaluations of 98 - 100% consistently
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries by call or email.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Mentored junior team members
- Adjusted bills and refunded money to resolve customers' service complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with product selection, ordering, billing, returns, and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recognized by management for providing exceptional customer service.
Claims Processing Specialist
Athene Annuities and Investments
Des Moines, IA
03.2014 - 12.2016
- Verified claim data correctness in preparation for processing.
- Collaborated with fellow team members to manage large volume of claims.
- Entered claim information accurately into database systems.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
- Performed data entry into various systems related to claims processing tasks.
- Documented claim processing activities in accordance with established procedures.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Updated claim files and documented actions taken in a clear and concise manner.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Provided training and guidance to new claims processors on department procedures.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Talent Acquisition Coordinator
Hill's Pet Nutrition Inc.
Topeka, KS
07.2016 - 11.2016
- Conducted comprehensive job analyses to create detailed job descriptions and specifications.
- Provided administrative support related to employee records maintenance including updating applicant tracking systems with candidate information.
- Coordinated interviews between hiring managers and potential candidates; scheduled meetings as needed.
- Prepared offer letters for successful applicants according to established guidelines.
- Conducted reference checks for final round candidates prior to extending an offer.
- Developed job postings and worked with internal teams to ensure accuracy of job descriptions.
- Scheduled and conducted new employee orientations, and drug screenings.
- Conducted initial phone screens and coordinated interview schedules with hiring managers.
Skills
- Account updating
- Scheduling
- Complaint resolution
- Senior/ Executive leadership support
- Call center procedures
- CRM system proficiency
- Data entry
- Microsoft Excel
- Strong teamwork
- Quality control
- Email management
- Inbound and outbound calling
- Tracking complaints
- Adaptive team player
References
References available upon request.
Timeline
Customer Service Specialist
Hill's Pet Nutrition Inc.
11.2016 - Current
Talent Acquisition Coordinator
Hill's Pet Nutrition Inc.
07.2016 - 11.2016
Claims Processing Specialist
Athene Annuities and Investments
03.2014 - 12.2016
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