Millie Edwards
San Antonio,TX
Summary
Detail-oriented Business Professional with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Quality Assurance Consultant II
National General Insurance
02.2022 - 02.2024
- Serviced two primary business accounts by delivering prompt and efficient support for each client as needed
- Participated in weekly internal and external meetings, in order to address the needs and concerns of clients
- Advised leadership of all system irregularities and production deficiencies
- Collaborated with leadership by interviewing internal and external applicants in order to analyze personality traits and character, while gathering information about a candidate's experience, skillset and professional background
- Oversaw policy and procedure updates and the dissemination/adherence of all amendments
- Produced and maintained Volume Control reports for tracking incoming, completed and remaining work on hand
Customer Service Supervisor
National General Insurance
10.2020 - 02.2022
- Oversaw 70+ associates, ensuring team members were compliant/adhering to company policy and procedures
- Resolved highly escalated property claims and inbound calls, by working closely with legal representatives, contractors, adjusters, inspectors and clients, in order to obtain all required documents for the release of property claim funds
- Performed daily QA audits of inbound calls in accordance to company policies and procedures, in order to identify areas of improvement, enhance performance, meet KPIs/Stats while adhering to Service Level Agreements
- Participated in reviewing multiple resumes and performance evaluations, in order to determine candidate qualifications
- Utilized staffing expertise when interviewing and onboarding for 7 + clients across various roles
- Contributed to training, coaching and developing, in order to boost confidence, improve work performance, and build effective communication skills
Customer Service Manager
American Airlines
09.2017 - 01.2020
- Provided support and direction to frontline team members to ensure the necessary tools are available to deliver exceptional customer service
- Fostered positive reinforcement through employee engagement by having regular performance evaluations, while promoting a professional culture that is both socially responsible and ethical
- Collaborated with hiring managers to define job requirements and desired qualifications in order to meet the staffing needs of the operation
- Participated in interviewing and assessing candidates for entry level and leadership positions
- Oversaw inquiries received via AA.Com regarding social media compliments and/or complaints
Baggage Resolution Specialist
American Airlines
04.2016 - 09.2017
- Managed high volume inbound and outbound calls, while adhering to quality assurance and first call resolution
- Participated in coaching and developing new team members on administrative procedures, company policies and performance standards
- Resolved highly escalated calls regarding delayed, missing, damaged and lost items; and expenses incurred by customers due to service failures
- Oversaw baggage escalations for high profile customers and social media influencers
Customer Service Manager
Piedmont Airlines
08.2015 - 04.2016
- Oversaw 90 team members, while running a safe and reliable operation
- Analyzed metrics to achieve and improve on-time performance
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Participated in training and mentoring associates on performance-oriented strategies and customer service techniques
Administrative Assistant
HDR/ICA Engineering, Inc.
09.2014 - 07.2015
- Supported engineering and marketing operations by compiling, formatting and reporting information
- Collaborated with vendors and business partners to maintain marketing, and company materials
- Oversaw project plans and specifications, ensuring on-time deliveries with an established timeline
- Responsible for convening and facilitating town hall meetings, and establishing transportation as needed
Customer Service Agent
Piedmont Airlines
03.2013 - 07.2015
- Performed frontline duties including ticket counter, gate and baggage service functions
- Participated in raining, coaching and developing new hires as requested by leadership
Education
General Lines Property And Casualty
Texas Department of Insurance - Fort Worth
Fort Worth, TX07.2020
Medical Billing And Coding
Penn Foster Career School
Scranton, PA09.2011
Skills
Client Support
Timeline
Quality Assurance Consultant II
National General Insurance
02.2022 - 02.2024
Customer Service Supervisor
National General Insurance
10.2020 - 02.2022
Customer Service Manager
American Airlines
09.2017 - 01.2020
Baggage Resolution Specialist
American Airlines
04.2016 - 09.2017
Customer Service Manager
Piedmont Airlines
08.2015 - 04.2016
Administrative Assistant
HDR/ICA Engineering, Inc.
09.2014 - 07.2015
Customer Service Agent
Piedmont Airlines
03.2013 - 07.2015
General Lines Property And Casualty
Texas Department of Insurance - Fort Worth
Medical Billing And Coding
Penn Foster Career School