Sam Kallen

• Efficient Claims Processing: Process claims efficiently, moving them to completion while adhering to company protocols and timelines.

• Customer Communication: Make and respond to customer inquiries, clearly explaining the claims process, policies, and next steps to ensure understanding.

• Claims Investigation: Conduct thorough investigations to resolve claims accurately, identifying and correcting past errors to improve outcomes for customers.

• Decision Making & Problem Solving: Utilize quick, confident decision-making in establishing liability and resolving customer concerns, contributing to a streamlined claims process.

• Customer Advocacy: Consistently go above and beyond to enhance the customer experience, creating solutions during calls and claims handling.

• Empathy & Support: Demonstrate empathy in all customer interactions, ensuring customers feel heard and supported during the claims process.

• Peer Support: Provide assistance to peers with claims-related questions, contributing to team efficiency and knowledge sharing.

• Performance & Recognition: Achieved weekly metrics goals and received multiple recognitions:

• Multiple Ovations from peers for outstanding performance

• Awarded the Good Act Award for exceptional service and commitment to customers

• Promoted to S3 based on demonstrated leadership and expertise

• Positive reviews from customers reflecting excellent service

• Designed and developed an ecommerce website for mobile phone replacement parts, achieving annual revenue growth from $0 to $2.5 million and processing over 100k orders.
• Managed and optimized paid advertising campaigns on Google, Bing, Facebook, and affiliate platforms, resulting in over $900k in ad spend.
• Implemented strategies that drove 40% increases in website traffic, 15% in conversion rates, and 10% in average order size, leading to improved customer profitability and retention.
• Oversaw all aspects of online business, including B2B marketing, content management, business development, order fulfillment, distribution, and customer service.
• Established relationships with global and local suppliers, managing inventory of 20k items and thousands of SKUs.
• Led a team of 10 employees handling order fulfillment, customer service, creative design, web development, and product photography.
• Provided training and guidance to customer service teams for efficient handling of returns, exchanges, and other customer needs.
• Utilized analytical insights to optimize site functionality, enhance the site experience, and drive increased sales, profitability, and customer satisfaction.
• Developed and managed 3rd party marketplace businesses, such as Google Shopping and eBay, by creating, managing, and optimizing product feeds.
• Advised customers and sales teams on technical aspects of products and services, considering customer requirements and objectives.
• Successfully sold the business and facilitated a smooth transition of online properties and physical inventory to the buyer.

• Assisted staff members with organizing and filing constituent casework related to immigration, housing, and veteran's affairs.
• Managed a high volume of calls, averaging over 30 per day, and participated in constituent casework.
• Conducted research and collected information for legislative appropriations.

• Secured a $20,000 grant to design and develop student access to electronic health records.
• Proposed the Health Information Exchange (HIE) project to the University President, enabling access and transfer of EHRs from students' personal pages integrated with ASU's student portal.
• Collaborated with the University Technology Office Design team to develop the model and design the user interface, considering the specific needs of Campus Health Services.

• Supported Campus Health Services in managing electronic health record software.
• Gathered statistics from databases and generated reports for health services administration.
• Collaborated with the director of health services to integrate ASU's Student Health Information Exchange.
• Deployed and tested new medical devices and provided training to new and existing medical staff.

• Resolved diverse range of technical issues across multiple systems and applications for faculty and staff
• Communicated technical problems in a clear and understandable manner to facilitate efficient resolution.
• Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
• Wrote and reviewed tickets to request maintenance to various types of equipment.