Patricia Nugent

• Handle escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Manage high call volume while maintaining a courteous and professional demeanor.
• Assist new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapt quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Ongoing recognition for numerous achievements with multiple merit promotions, accolades, and positive feedback for consistently surpassing goals.
• Proficient in diverse communication channels (phone, email, chat, in-person) and Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Committed team player dedicated to fostering a collaborative environment that maximizes team performance and success.

Recruited by the Vice President of Executive Sales, this position entails supporting nationwide customers with logistics, analyzing, and resolving relocation issues. Serving as a liaison and processor for the claims department, responsibilities include managing the performance of customer coordinators, drivers, and crew members to assess strengths and address challenges effectively. Additionally, this role involves compiling and delivering monthly statistical reports on a nationwide scale. The incumbent will also be tasked with implementing incentive programs aimed at enhancing performance, resulting in a notable 30% reduction in submitted claims.

• Reduced customer complaints by proactively addressing potential issues and consistently monitoring feedback.
• Collaborated with cross-functional teams to identify process improvements and drive continuous improvement initiatives.