Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rachel Lujan

Hutto

Summary

Dynamic Certificate Specialist at Marsh & McLennan with a proven track record in enhancing operational efficiency and customer satisfaction. Skilled in data-driven decision making and effective communication, I consistently exceeded performance metrics, driving quality improvement initiatives and fostering collaborative teamwork to deliver superior service and resolve complex issues efficiently.


Overview

10
10
years of professional experience

Work History

Certificate Specialist

Marsh & McLennan
04.2019 - 05.2024
  • Led cross-functional teams to develop and implement strategic initiatives enhancing operational efficiency.
  • Streamlined reporting processes, improving accuracy and reducing turnaround time for deliverables.
  • Managed client relationships, addressing concerns proactively to strengthen loyalty and satisfaction levels.
  • Followed all company policies and procedures to deliver quality work.
  • Evaluated performance metrics to identify areas for improvement, driving continuous enhancement of workflows.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Managed customer accounts using CRM software to ensure accurate information and timely updates.
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Participated in training programs to enhance product knowledge and customer service skills.

Property Preservation Specialist

Nations Property Solutions
12.2017 - 02.2019
  • Coordinated property assessments to identify preservation needs and ensure compliance with local regulations.
  • Developed and implemented maintenance schedules to enhance property value and curb appeal.
  • Managed vendor relationships to facilitate timely repairs and maintenance services on multiple properties.
  • Trained new staff on best practices for property preservation techniques and safety protocols.
  • Developed comprehensive property preservation plans for clients, outlining budget requirements, timelines, and project scope.
  • Negotiated contracts with service providers to obtain cost-effective solutions for clients'' properties while maintaining high standards of service quality.
  • Coordinated with local authorities for permits and approvals needed for various property preservation tasks.
  • Established strong relationships with clients by consistently delivering high-quality work on time and within budget expectations.
  • Safeguarded properties from vandalism or theft by installing security measures such as fencing, boarding windows, or alarm systems when required.
  • Optimized resource allocation by prioritizing urgent tasks according to client requirements, property condition, and market demands.
  • Managed vendor relationships to ensure quality workmanship at competitive prices.
  • Enhanced property value by conducting thorough inspections and identifying necessary repairs.
  • Facilitated timely communication between clients, vendors, tenants ensuring that all parties were kept informed about ongoing projects or issues affecting their properties.
  • Ensured compliance with local, state, and federal regulations by staying up-to-date on industry guidelines.
  • Maintained accurate records of completed projects, including photographs, reports, invoices, and correspondence with clients.
  • Kept properties in compliance with local, state, and federal regulations.
  • Communicated effectively with owners, residents, and on-site associates.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Increased client satisfaction with timely completion of work orders and detailed status updates.
  • Input data accurately into internal databases and spreadsheets.
  • Verify and validate information to ensure consistency and accuracy.
  • Supported team members with timely and accurate data entry, enabling them to focus on higher-level tasks.
  • Prioritized daily workload effectively, managing multiple projects concurrently while maintaining a strong commitment to deadlines and quality standards.
  • Conducted thorough quality inspections to ensure compliance with industry standards.
  • Collaborated with cross-functional teams to identify and resolve quality issues proactively.
  • Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

Quality Assurance Specialist

Harte Hanks
05.2015 - 09.2017
  • Mentored junior staff on quality assurance methodologies and best practices for process adherence.
  • Streamlined documentation processes, improving traceability and compliance with regulatory requirements.
  • Championed quality training programs that enhanced team knowledge and reduced error rates significantly.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
  • Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
  • Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
  • Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
  • Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
  • Documented and reported quality assurance outcomes, providing actionable insights for product development teams.
  • Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
  • Conducted data review and followed standard practices to find solutions.
  • Reported problems and concerns to management.
  • Collected and analyzed data to measure effectiveness of quality control processes.
  • Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.

Customer Service Representative

Harte Hanks
06.2014 - 05.2015
  • Collaborated with team members to streamline processes, enhancing overall team efficiency.
  • Resolved customer inquiries and issues efficiently to enhance satisfaction and retention.
  • Streamlined call handling processes, improving response times and service quality.
  • Collaborated with cross-functional teams to improve product knowledge and support resources.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

High School Diploma -

Crown Point High School
Crown Point, IN

Skills

  • Customer service expertise
  • Proficient in problem resolution
  • Data-driven decision making
  • Document organization
  • Effective communication
  • Concise technical presentations
  • Effective decision analysis
  • Quality improvement initiatives
  • Workflow improvement
  • Enhancing team performance
  • Collaborative teamwork
  • Effective problem resolution

Languages

Spanish
Limited Working

Timeline

Certificate Specialist

Marsh & McLennan
04.2019 - 05.2024

Property Preservation Specialist

Nations Property Solutions
12.2017 - 02.2019

Quality Assurance Specialist

Harte Hanks
05.2015 - 09.2017

Customer Service Representative

Harte Hanks
06.2014 - 05.2015

High School Diploma -

Crown Point High School

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