Nancy Watt
Rowlett,Tx
Summary
As a Customer Manager, I have a proven 7+ year track record of cultivating customer loyalty and retention. My greatest strengths lie in effortlessly building strong relationships with clients and colleagues, actively listening to their needs, and consistently achieving favorable outcomes in complex cases. With strong communication, negotiation, and data analysis skills, I excel at optimizing casework efficiency and keeping projects on track. My cheerful exterior conceals a sharp mind and unwavering work ethic, making me an indispensable addition to any team. I thrive in fast-paced environments, am adept at decisive problem-solving, and proficient in defusing high-pressure situations. I leverage superb analytical skills to proactively improve customer service processes and consistently garner stellar customer feedback.
Overview
9
9
years of professional experience
Work History
Customer Experience Manager (Claims)
PICKUP NOW
06.2021 - 02.2024
- Achieved rapid promotions (Case Manager → Claims Manager → Experience Manager) in 2 years through impactful results
- Reduced claim payout by 51% and employee turnover by 30%, while achieving a 92% first call resolution rate
- Championed customer experience improvements: resolved complex claims, secured favorable settlements, and fostered a collaborative environment for process improvement
- Led training initiatives that significantly boosted performance metrics.
Customer Service Specialist III (Flex Team)
North Texas Tollway Authority
05.2018 - 01.2021
- Demonstrated leadership by clearing a 100% backlog of admin hearing requests, training associates on new systems, and effectively negotiating settlements
- Honed case management, problem-solving, and client advocacy skills as a Customer Service Specialist adept at resolving complex issues.
10.2014 - 02.2018
- Held various customer service and sales roles at Sykes, Sutherland Global, and Convergys, developing strong communication, problem-solving, and client retention skills.
Education
High School Diploma -
North Texas Academy
Plano, TX05.2000
Skills
- Case Management
- Project Management (Large & Small Scale)
- Client Relations
- Process Improvement
- Team Leadership & Mentorship
- Personnel Development
- Legal Collaboration
- KPIs
- Negotiation & Settlements
- Data Analysis & Problem Solving
- Communication & Interpersonal Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Program Improvement
- Procedure writing
- Decision-Making
- Customer Relationship Management (CRM)
- Staff Management
- Relationship Building
- Cross-departmental Alignment
- CRM software proficiency
- Zendesk
- Kustomer
- Survey Monkey
- Docusign
Timeline
Customer Experience Manager (Claims)
PICKUP NOW
06.2021 - 02.2024
Customer Service Specialist III (Flex Team)
North Texas Tollway Authority
05.2018 - 01.2021
10.2014 - 02.2018
High School Diploma -
North Texas Academy
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