Summary
Overview
Work History
Education
Skills
Timeline
Generic

Penny Crisp

Arbitration Specialist - Dispute Resolution
Kyle,TX

Summary

Analytical thinker with proven leadership, research, organizational and concise attention to detail seeking to apply the abilities I have to enhance your company. I have over 16 years as an arbitration specialist and am a dedicated team player who can be relied upon to present maximum effort to any task. Talented business and customer relations professional with self-directed nature and analytical problem-solving abilities. Excellent project management, communication and planning abilities. Experienced Dispute Resolution with over 16 years of experience in Lemon Law Claim Arbitration. Excellent reputation for resolving problems and improving customer satisfaction. Professional with 16 years of experience in counseling individuals and groups to drive practical solutions to conflicts. Innovative in developing unique solutions targeted to precise needs of each individual case. Attentive in hearing all viewpoints and working closely with disputants to deliver mediation and solutions based on communication and cooperation.

Overview

17
17
years of professional experience
4
4
years of post-secondary education

Work History

Arbitration Specialist

Teleperformance USA
Austin, TX
12.2020 - Current
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Maintained current understanding of market conditions, compliance standards and best practices.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Collected and analyzed customer information to prepare product or service reports.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved arbitration lemon law issues over phone with customers daily.
  • Successfully attended and defended 100's of arbitration within a year
  • Resolved 80% of cases avoiding arbitration and the expense of arbitration
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Responded proactively and positively to rapid change.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Communicated professionally with colleagues, freelancers and clients.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Sought ways to improve processes and services provided.
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Drafted settlement paperwork and gathered signatures from disputants to provide official documentation of agreed-upon solutions.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Prepared written opinions or decisions regarding cases.
  • Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Developed and maintained courteous and effective working relationships.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Collaborated with team members to achieve target results.
  • Prepared variety of different written communications, reports and documents.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Resolved problems, improved operations and provided exceptional service
  • Collaborated with team members to achieve target results
  • Used Microsoft Word and other software tools to create documents and other communications
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Delivered services to customer locations within specific timeframes

Arbitration Specialist

Alorica
Austin, Texas
04.2015 - 12.2020
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Kept detailed records of project progress, discrepancies and other funding issues.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Drafted settlement paperwork and gathered signatures from disputants to provide official documentation of agreed-upon solutions.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Prepared written opinions or decisions regarding cases.
  • Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Developed and maintained courteous and effective working relationships.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Collaborated with team members to achieve target results.
  • Prepared variety of different written communications, reports and documents.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Kept arbitration rate below 10%
  • Defended 100's of cases
  • Lowered cases going to arbitration by 36%

Arbitration Specialist

Concentrix
Austin, Texas
04.2014 - 04.2015
  • Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
  • Followed all company policies and procedures to deliver quality work.
  • Kept detailed records of project progress, discrepancies and other funding issues.
  • Interpreted clients' needs and introduced services to fit specific requirements.
  • Drafted settlement paperwork and gathered signatures from disputants to provide official documentation of agreed-upon solutions.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
  • Reviewed and analyzed opposing sides of disputes to objectively assess situations from legal perspective.
  • Logged 100's of arbitrations
  • Reviewed and settled over 70% of cases
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Prepared written opinions or decisions regarding cases.
  • Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Developed and maintained courteous and effective working relationships.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Collaborated with team members to achieve target results.
  • Prepared variety of different written communications, reports and documents.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Adhered to department processes, procedures and goal expectations for case investigations.
  • Used sound judgment and available resources to make well-informed decisions for case approval or denial.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Increased customer satisfaction by resolving issues.
  • Carried out day-to-day duties accurately and efficiently.

Arbitration Specialist

SITEL & Aditya Birla Minacs
Austin, Texas
03.2006 - 04.2014
  • Defend General Motors against Better Business Bureau claims in oral and written arbitrations with and without customer’s retaining legal counsel; review any files scheduled for arbitration; ensure that all documents are attached and are in order; assist agent with the file prior to arbitration offering any suggestions for settling the case or mediation with the customer; systematically break apart complex problems and identify the underlying causes; identify trends, identify causes and consequences; generate a variety of alternative techniques or methods to resolve issues and/or solve problems; communicate with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport; prepare opening statements for hearing; present case to all parties involved in the hearing; clearly present information through the spoken and/or written word, influence or persuade others through oral presentation in positive or negative circumstances, listen well, write clearly in a variety of communication settings and styles; able to adjust personal style to changing environment; maintains focus and intensity and remains calm, optimistic and persistent, even under adversity; prepare a rebuttal on the spot (defend General Motors position). Defended over a hundred cases successfully.

Education

High School Diploma -

Mildred High School
Corsicana TX
09.1985 - 06.1989

Skills

Customer Relations

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Timeline

Arbitration Specialist

Teleperformance USA
12.2020 - Current

Arbitration Specialist

Alorica
04.2015 - 12.2020

Arbitration Specialist

Concentrix
04.2014 - 04.2015

Arbitration Specialist

SITEL & Aditya Birla Minacs
03.2006 - 04.2014

High School Diploma -

Mildred High School
09.1985 - 06.1989

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Penny CrispArbitration Specialist - Dispute Resolution