Najma Ahmed
Rosemount,MN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
12
12
years of professional experience
Work History
Claims Representative
Auto Club Group
Dearborn, MI
06.2022 - 03.2024
- Reviewed insurance policies to determine coverage and extent of loss.
- Investigated claim details such as liability issues and damage assessments.
- Resolved disputed claims through negotiation or mediation with claimants or their representatives.
- Maintained accurate records of all claims activities for audit purposes.
- Provided excellent customer service to policyholders by responding promptly to inquiries regarding the status of their claim.
- Monitored the progress of open claims to ensure timely resolution in accordance with company guidelines.
- Identified fraudulent or exaggerated claims and referred them for investigation and and or prosecution.
- Educated customers on insurance policy coverage, procedures, regulations.
Customer Service Specialist
US Bank Service Center
Saint Paul, MN
01.2022 - 06.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Escalation Specialist
Clear Capital
Bloomington, MN
08.2021 - 05.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Specialist
Health Partners Free Clinic
Bloomington, MN
05.2020 - 08.2020
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales
- Resolved customer complaints and addressed emergency requests and needs.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Customer Service Representative
Alorica
Minneapolis, MN
12.2017 - 03.2020
- Answered inbound customer calls and responded to inquiries.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Listened to client concerns and asked questions to better understand needs.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Investigated and solved routine, complex and long-standing customer issues each day.
Server and cashier
OTG Mangerment — Job Title
Minneapolis, MN
02.2016 - 01.2017
- Operated cash register, collected payments and provided accurate change.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
- Helped customers find specific products, answered questions and offered product advice.
- Worked flexible schedule and extra shifts to meet business needs.
- Answered questions about store policies and addressed customer concerns.
Front Desk
Sagel Day Care
Apple Valley, MN
10.2011 - 03.2015
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
Education
Degree -
East view high school
2013
Inver Hills Community College
Skills
- Customer assistance
- Cash management
- Product recommendations
- Ordering and stocking
- Issue resolution
- Customer Retention Strategies
- Call Documentation
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Understanding Customer Needs
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Microsoft Access
- Microsoft Windows
- File Management
- Documentation research
- Insurance Claims Review
- Microsoft Office
- Coverage assessments
- Flexible Schedule
Timeline
Claims Representative
Auto Club Group
06.2022 - 03.2024
Customer Service Specialist
US Bank Service Center
01.2022 - 06.2022
Escalation Specialist
Clear Capital
08.2021 - 05.2022
Customer Service Specialist
Health Partners Free Clinic
05.2020 - 08.2020
Customer Service Representative
Alorica
12.2017 - 03.2020
Server and cashier
OTG Mangerment — Job Title
02.2016 - 01.2017
Front Desk
Sagel Day Care
10.2011 - 03.2015
Degree -
East view high school
Inver Hills Community College
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