OLIVIA PIERCE
Atlanta,GA
Summary
A highly dynamic and skilled professional with extensive experience in equipment rental, auto claims processing, and client support. Demonstrated ability to cultivate strategic relationships with business leaders, enhancing market penetration and fostering long-term partnerships through exceptional account management and innovative financial solutions. Adept in streamlining operations and processes across diverse sectors to improve operational efficiency, minimize wait times, and boost customer satisfaction. Exhibits advanced problem-solving and negotiation skills, with a track record of efficiently resolving complex issues, managing customer expectations, and securing competitive pricing. Leverages technology to enhance customer interactions, notably utilizing Salesforce to drive targeted sales efforts and improve client retention rates. Committed to delivering outstanding customer service, evidenced by achieving top-tier support satisfaction ratings and significantly increasing sales performance within high-volume environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Equipment Rental Specialist
Sunbelt Rentals
05.2023 - Current
- Strategic Business Engagement: Cultivated relationships with business owners and CEOs to facilitate heavy equipment rentals, significantly enhancing equipment utilization and expanding market penetration.
- Account Management Excellence: Spearheaded the establishment of Net 30 accounts for businesses, streamlining the rental process and fostering long-term client relationships through tailored financial solutions.
- Operational Proficiency: Mastered multi-system navigation to identify available equipment across local and national inventories, optimizing asset allocation and minimizing customer wait times.
- Customer-Centric Solutions: Delivered personalized equipment recommendations, ensuring an optimal match for customer projects, and adeptly negotiated rental terms to secure competitive pricing and build lasting rapport.
- Logistics Coordination: Coordinated with auction companies and internal service managers to guarantee seamless equipment pickup and delivery, enhancing customer experience and operational efficiency.
- Financial Stewardship and Relationship Building: Managed comprehensive financial transactions including payment processing and invoice review, reinforcing trust through transparency and diligent account management.
Auto Claims Associate
Allstate Insurance Remote Call Center
10.2022 - 05.2023
- Claims Process: Initiated thorough investigations for first notice of loss, determining fault through meticulous review of insured coverages, recorded statements, photos, videos, witness accounts, and police reports, ensuring accurate liability decisions.
- Streamlined Communication: Acted as the pivotal communication liaison between claimants, insurance companies, and mechanics, facilitating discussions on liability decisions and repair updates to expedite claim resolution processes.
- Customer Support and Service Delivery: Scheduled necessary appointments with repair shops and organized towing services, demonstrating exceptional support and care for insureds and claimants during stressful situations.
- Claims Management: Responded promptly to email inquiries, managing and reviewing customer documents and updates efficiently, thereby maintaining high levels of customer satisfaction and trust.
- Continuous Improvement: Conducted detailed analysis of claims processes, identifying key areas for improvement, leading to a streamlined claims procedure that reduced average resolution times and bolstered customer retention.
- Client Data and Privacy: Upheld stringent data protection protocols to secure sensitive customer information, including personal and medical records, ensuring compliance with privacy regulations and maintaining trust in client relationships.
Client Support Associate
Carmax Remote Call Center
07.2018 - 10.2022
- Customer Communication: Excellently communicated with customers to unearth vehicle needs, leading to a 100% discovery index by offering personalized recommendations, including vehicle choice, financing, and delivery options, based on detailed customer profiles and needs.
- Credit Application and Trade-In Process: Expertly handled credit applications and trade-in evaluations, asking clarifying questions to recommend optimal solutions, and prepared online paperwork to ensure a seamless customer experience upon vehicle pickup.
- Customer Support: Achieved top 25% in customer support satisfaction within the Atlanta CC through adept conflict resolution, leveraging deep product knowledge and active listening skills to address and resolve customer concerns effectively.
- Customer Interaction: Utilized Salesforce software to meticulously track customer preferences and purchase history, driving targeted sales efforts that significantly increased the average order value by 25% in a high-volume call center environment.
- Customer Education: Conducted comprehensive research on customer search options, educating them through email and phone about finance application decisions, warranties, and coverages, ensuring customers felt supported and well-informed.
- Innovated Sales Performance Enhancement Strategy: Developed and implemented a data-driven formula, approved by management, to optimize sales team performance, culminating in a 40% increase in overall team goals achieved within three months.
Education
Bachelor of Science - Graphic Arts
Independence University
Skills
- Salesforce
- Excel
- Adobe
- MEWP
Certification
OSHA 30
CORE QUALIFICATIONS
- Strategic Relationship Management and Business Development: Proven expertise in cultivating strategic relationships with business leaders and clients across industries, enhancing equipment utilization, expanding market penetration, and fostering long-term partnerships through exceptional account management and financial solutions.
- Operational Efficiency and Process Optimization: Demonstrated ability to streamline operations, from claims processing to equipment rental logistics, through effective communication, multi-system navigation, and strategic planning.
- Advanced Problem-Solving and Negotiation Skills: Expert in conducting thorough investigations, analyzing complex data, and negotiating terms to resolve issues efficiently.
- Customer-Centric Approach and Technology Integration: Outstanding record of leveraging technology to enhance customer interactions and service delivery, including Salesforce for targeted sales efforts.
AREAS OF EXPERTISE
- Strategic Planning
- Relationship Management
- Business Development
- Account Management
- Operational Efficiency
- Process Optimization
- Problem-Solving
- Negotiation
- Customer Service
- Claims Processing
- Logistics Coordination
- Financial Management
- Data Analysis
- Communication
- Team Leadership
- Conflict Resolution
- Project Management
- Customer Needs Assessment
- Risk Management
- Compliance Adherence
Timeline
Equipment Rental Specialist
Sunbelt Rentals
05.2023 - Current
Auto Claims Associate
Allstate Insurance Remote Call Center
10.2022 - 05.2023
Client Support Associate
Carmax Remote Call Center
07.2018 - 10.2022
Bachelor of Science - Graphic Arts
Independence University