Melenaite Carter
722 Eagle CV,Missouri
Summary
Dynamic professional with proven expertise at Asurion Insurance LLC, delivering exceptional customer service and effectively resolving conflicts.
Overview
21
21
years of professional experience
Work History
Resolution Team Lead (Work From Home)
Asurion Insurance LLC
Nashville, TN
04.2012 - Current
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provide outstanding service for internal and external customers.
- Ability to handle a high volume of inbound calls in a timely manner and make outbound calls as necessary.
- Handle confidential customer information in a positive, highly ethical and professional manner.
- Absorb new information and have the flexibility to adapt to new processes rapidly.
- Respond to emails, internal chat request, in a timely manner
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Responded to client inquiries and resolved issues promptly.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Participated in ongoing training programs related to job duties or responsibilities.
- Provided customer service to clients through phone and email communication.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Evaluated and identified opportunities to drive process improvements, positively impacting customer experience.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
Finance Escalation Team Lead (Work From Home)
NCO/Sprint
Kansas City , MO
09.2006 - 01.2011
- Monitored team performance against targets, taking corrective action where necessary.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Identified needs of customers promptly and efficiently.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Implemented strategies to take advantage of new opportunities.
- Maintained accurate records of employee attendance and task completion times.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Manager
Best Western Hotel
Bethany, MO
02.2004 - 06.2006
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Recruited and trained new employees to meet job requirements.
- Monitored staff performance and addressed issues.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Trained employees on additional job positions to maintain coverage of roles.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Education
Associate of Arts - Business Administration
Univeristy Of Phoenix
Arizona3 2012
Skills
Performance monitoring
- Team leadership
- Call handling
- Effective communication
- Problem solving
- Confidential information management
- Adaptability to change
- Collaboration and teamwork
- Follow-up communication
- Goal setting
- Data entry
- Customer service and support
- Conflict resolution
- Customer relations
Timeline
Resolution Team Lead (Work From Home)
Asurion Insurance LLC
04.2012 - Current
Finance Escalation Team Lead (Work From Home)
NCO/Sprint
09.2006 - 01.2011
Manager
Best Western Hotel
02.2004 - 06.2006
Associate of Arts - Business Administration
Univeristy Of Phoenix