Monisha Cross
Loganville,GA
Summary
Experienced leader in operational management and strategic improvements for high-volume customer support environments. Utilizes data-driven insights to optimize grocery delivery experiences and enhance customer service. Committed to excellence, championing customer needs, and fostering continuous improvement within service standards.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sr. Vanguard Specialist
Instacart (Remote)
04.2022 - Current
- Played a key role in identifying process gaps and significantly reduced unnecessary 'heavy pay' bump payments
- Conducted thorough investigations on potential fraud activities, reinstating approximately 10,000 shoppers which enhanced account security
- Resolved 5,790 duplicate account inquiries and 7,201 identity verifications, reinstating shoppers and enhancing platform integrity
- Efficiently managed high-volume customer account takeovers, reverting account information, facilitating refunds, and reinstating accounts, reducing backlogs from 6.3k to just over 100 tickets in approximately six weeks.
- Assisted Product Support with Potential Bugs project bringing down the volume intake from 1000 weekly to less then 100 daily.
Auto Total Loss Adjuster
The BestIRS - Atlanta, GA
01.2020 - 02.2022
- Provided exemplary customer service to policyholders post-loss by closely working with internal departments to apply relevant coverage accurately.
- Enhanced claims accuracy and recovery by collaborating with Special Investigations Unit (SIU) and Subrogation departments, identifying potential instances of fraud and subrogation opportunities.
- Negotiated with various vendors to supervise replacements and repairs, ensuring quality and cost efficiency.
Claims Specialist (Auto Total Loss)
Wardlaw (Contractor for State Farm) - Johns Creek, GA
09.2019 - 12.2020
- Managed the complete title work process for total loss vehicles ensuring compliance with state regulations
- Communicated with salvage vendors to facilitate the preparation of all necessary documents for the sale of salvage vehicles
- Liaised with insured clients to collect missing documents critical to the claims process
- Dispatched total loss packages and updated loss histories post vehicle sales, ensuring documentation accuracy and process compliance.
Education
Certificate - Hospitality
Gwinnett Technical College
Lawrenceville, GA01.2015
Diploma -
Central Gwinnett High School
Lawrenceville, GA01.2009
Skills
- Process Improvement
- Advanced Excel
- Problem-Solving
- Critical Thinking
Certification
- Product Management Certification
- Time Management Certification
- Problem Solving Certification
- Feedback is Fuel Certification
Timeline
Sr. Vanguard Specialist
Instacart (Remote)
04.2022 - Current
Auto Total Loss Adjuster
The BestIRS - Atlanta, GA
01.2020 - 02.2022
Claims Specialist (Auto Total Loss)
Wardlaw (Contractor for State Farm) - Johns Creek, GA
09.2019 - 12.2020
Certificate - Hospitality
Gwinnett Technical College
Diploma -
Central Gwinnett High School