Nena Griffith

• Investigate auto claims from first notice of loss through resolution, gathering statements, documentation, and evidence to assess coverage, liability, and damages in line with company guidelines and regulations.
• Communicate clearly with policyholders, claimants, agents, and repair facilities to explain coverage decisions, next steps, and timelines while maintaining a strong focus on customer experience and compliance.
• Manage a high-volume caseload, accurately documenting all activities in internal systems and consistently meeting or exceeding quality, accuracy, and cycle-time performance standards.
• Negotiate settlements with customers while ensuring compliance with state regulations and company policies.

• Provide scheduling and Workforce Management support, assist Team Leaders with issue resolution, and lead process enhancement initiatives.
• Partner with leadership, developers, and analysts on reporting and automation projects while supporting new hires with onboarding and training.
• Maintain high accuracy and task completion standards, proactively seek learning opportunities, and contribute to workflow improvements.

• Handled Escalated Calls: Resolve complex customer issues by taking escalated calls, providing expert knowledge on personal loans, and ensuring customer satisfaction.
• Supported training sessions by sharing expertise, answering questions, and helping frontline agents improve their loan servicing skills.
• Offered real-time assistance to agents, provided feedback on best practices, and contributed to refining training materials and procedures.

Independently managed fulfillment and delivery of online customer orders from multiple stores, ensuring clear communication regarding availability or quality changes.

Supported the business development team by serving as the main point of contact for client communication, handling account management tasks such as invoicing, reconciliation, account onboarding, contract review, and performing various administrative duties.

Resolved customer inquiries at the Genius Bar by accurately diagnosing software and hardware problems. Delivered effective solutions and established clear service expectations. Enhanced customer satisfaction by recommending tailored products and services.

Delivered exceptional customer service by analyzing accounts and recommending suitable products and plans. Developed compelling sales pitches to highlight the benefits of AT&T over competitors.

Maintained a customer-focused approach at the teller window by identifying opportunities to recommend additional products and services, while effectively managing daily operational risks.

• Processed customer transactions efficiently, ensuring accuracy in cash handling and record-keeping.
• Maintained knowledge of banking products to provide tailored solutions for customer needs.
• Assisted clients with account inquiries, resolving issues promptly to enhance customer satisfaction.
• Collaborated with team members to improve operational workflows and reduce transaction times.

• Supervised daily operations to ensure efficient service and quality standards.
• Trained and mentored new team members on customer service protocols.
• Implemented inventory management practices to optimize stock levels.
• Resolved customer complaints promptly to enhance satisfaction and loyalty.