Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Rachel Hurd

Las Vegas

Summary

Dynamic Escalation Specialist with a proven track record in effective customer relationship management and issue resolution. Committed to maintaining high-quality service and delivering timely solutions.

Results-driven professional with extensive experience in warranty claim analysis and customer complaint resolution. Known for strong organizational skills and policy adherence, contributing to enhanced service quality and customer satisfaction.

Overview

7
7
years of professional experience

Work History

Escalation Specialist

DailyPay
Las Vegas
05.2022 - Current
  • Responded to customer inquiries and escalations effectively and promptly.
  • Documented customer interactions in the ticketing system for analysis.
  • Maintained up-to-date knowledge on product features and updates.
  • Engaged with customers to gather feedback for service enhancements.
  • Maintained a high level of quality assurance throughout the escalation process.
  • Investigated customer complaints and identified root cause of the issue.
  • Managed customer accounts and updated information in the database system.
  • Verified accuracy of data entry into computer systems prior to finalizing transactions.
  • Updated system with order specifics and customer details, preferences, and billing information.

Warranty Specialist

American Home Shield Corporation
Las Vegas
04.2020 - 05.2022
  • Process warranty claims from customers for home service issues.
  • Analyze customer inquiries to determine warranty coverage eligibility.
  • Maintain accurate records of warranty claims and customer interactions.
  • Communicate with service providers to facilitate repair and replacement services.
  • Educate customers on warranty policies and procedures for better understanding.
  • Investigate claim discrepancies and resolve issues promptly with stakeholders.
  • Utilize company software systems for tracking and managing warranty claims effectively.
  • Provided technical assistance when needed during troubleshooting activities for customers' products under warranty coverage.
  • Analyzed customer feedback data in order to identify potential areas of improvement within the warranty process.
  • Drafted correspondence regarding changes or updates made to existing warranty contracts.
  • Investigated customer complaints regarding product warranties and determined appropriate resolution.

Warranty Analyst

Fedility Home Services
Las Vegas
09.2018 - 04.2020
  • Analyzed warranty claims to identify trends and recurring issues.
  • Reviewed documentation for accuracy and compliance with company policies.
  • Coordinated with vendors to resolve warranty-related inquiries efficiently.
  • Communicated with customers to provide updates on claim status and resolution.
  • Maintained accurate records of all warranty transactions and communications.
  • Conducted research into competitors' policies and practices related to warranties.
  • Coordinated with law enforcement and testified at criminal proceedings.
  • Coordinated emergency repair, cleaning companies and contractors to optimize customer claim handling.
  • Communicated with reinsurance brokers to obtain claim information for processing.
  • Verified liability extent with reviews of police reports, medical treatment histories and other records.
  • Discussed current cases and issues in claim committee meetings.
  • Gathered and documented evidence to support court proceedings.
  • Analyzed information gathered by investigations and reported findings and recommendations.

Education

High School Diploma -

Basic High
Henderson, NV
06-1996

Skills

  • Ticketing system
  • Warranty analysis
  • Customer relationship management
  • Order and refund processing
  • Organizational skills
  • Communication skills
  • Policy adherence
  • Issue and complaint resolution
  • Time management abilities
  • Understanding customer needs
  • Inbound call management
  • Business ethics
  • Problem resolution
  • POS systems and ordering platforms
  • Billing procedures
  • Problem-solving
  • Data entry
  • Policies and procedures adherence
  • Multitasking Capability
  • Organization and recordkeeping
  • Product education
  • Goal setting
  • Form processing
  • Record preparation
  • Database maintenance
  • CRM software proficiency
  • Complaint handling
  • Spreadsheet tracking
  • De-escalation techniques

Accomplishments

  • promotion within first 6 mo

Timeline

Escalation Specialist

DailyPay
05.2022 - Current

Warranty Specialist

American Home Shield Corporation
04.2020 - 05.2022

Warranty Analyst

Fedility Home Services
09.2018 - 04.2020

High School Diploma -

Basic High

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