Sanlada Young
Chicago,IL
Summary
Rational Operations support with 15 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems. Reliable business professional with experience in project management, process improvement and metrics improvement. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Forward-thinking Operations Specialist bringing +10 years of expertise in call center for fintech/bank businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in WFM software. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. Results-driven Manager focused on developing and leading exceptional teams. Motivational leader with a strong record of success in the field.
Overview
14
14
years of professional experience
Work History
Centralized Support Technician II
TRISTAR
08.2023 - Current
- File new subrogation claims against Renter's Insurance and 3rd party insurance carriers
- Obtain documents supporting subrogation from clients
- Reviewed documentation to ensure all paperwork was received to proceed with claim process
- Urgently requested missing required documentation from clients
- Organize and attach all documents enabling easy access for adjusters
- Enter reserves for loss of use, non-repair expenses and repair damage cost etc.
- Requested updated/supplemental repair damage estimates
- Enhanced claims processing efficiency by streamlining workflows and optimizing data entry procedures.
- Streamlined troubleshooting processes for increased efficiency and reduced downtime.
- Optimized resource allocation by accurately forecasting project needs and adjusting as necessary throughout project lifecycle.
- File new Workman's compensation claims into filing system
- Ensure documentation for existing claims are attached in system notifying necessary adjuster/party
- Thoroughly review 5020s, DWCs, injury reports, Medical reports and other documents for data entry accuracy
- Boosted departmental productivity by cross-training on various roles within claims team, providing backup support as needed.
- Implemented process improvements that enhanced workflow efficiency within subrogation department.
- Maintain strong knowledge of basic medical terminology to better understand services and procedures.
Small Business Sales/GOMC RT Analyst
American Express
05.2019 - 04.2022
- Acted as key point of contact for communication with Team Leaders and Customer Care Professionals throughout each day
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Retained existing customers by addressing concerns promptly and offering personalized solutions to meet their needs.
- Achieved top performer status consistently due to excellent sales results and customer feedback ratings.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in fast-paced environment.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Partnered with the Centralized Support Team & Operations Leaders to improve forecast accuracy.
- Partnered with Centralized Support Team and Operations Leaders to support implementation of call routing strategies; monitor and report on impacts to business such as occupancy, average speed of answer and abandon call rates
- Partnered with Centralized Support Team and Operations Leaders to support implementation of call routing strategies; monitor and report on impacts to business such as occupancy, average speed of answer and abandon call rates
- Ensured real-time performance (Calls, Customer Handling Time (CHT) and Staffing) is analyzed on interval basis throughout day and recommendations to achieve departmental goals
- Managed & monitored available 'day' resources (CCP Availability to handle calls) to ensure adequately deployed & multi-skilling effectively optimized
- Negotiated with Operations Leaders, Business Partners and staff regarding scheduling of activities in order to ensure center is adequately always staffed to service customers
- Approved and scheduled staff out of building exceptions including Paid Time Off (Vacation) and In Building Off-Phone activities (e.g., Coaching, Meetings, Training etc.)
- Participated in and/or chair routine operational meetings with Operations Leaders and other Centers of Excellence in attendance in order to agree decisions and actions designed to drive operational goals
- Ensured accurate, up-to-date data is maintained in Aspect (eWFM) regarding schedule exceptions as it relates to intra-day performance and achieving Adherence to Schedule (ATS) targets
- Assisted with Call Center Management initiatives (e.g Delivering workshops, training and ongoing organizational education)
SME Darwin Migration
American express
05.2021 - 08.2021
- Provided technical, troubleshooting and Webcam support to 1000s of global colleagues migrating to new WFM system
- Proven ability to multitask and anticipate needs of technical issues with ease enabling colleagues to smoothly transition to new system
- Acted as liaison between new users and project analysts for speedy resolution
- Assisted business leaders with tips and troubleshooting guidelines for system issues
Independent Business Owner
Arise Solutions
05.2018 - 02.2020
- Inbound customer support agent for Arise platform servicing select Fortune 500 Companies
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Assist platform members with password resets, account maintenance, walking them through payments, booking reservations and mediating between users for desired outcome.
- Professionally communicate with clients via chat, email, and inbound/outbound calls
- Establish and maintain business relationships with team and clients
- Utilize rapport building techniques providing first contact resolution
Life & Health Insurance Agent
Self-Employed
08.2017 - 08.2019
- Market insurance for both residential and commercial clients via outbound calls and word of mouth referrals
- Educate and provide professional guidance to ensure are purchasing policies to meet their immediate and long-term needs
- Positioned conversation to allow for upselling additional products
- Appointment setting and present policies directly to clients resulting in writing policies
- Complete continuing education courses to remain compliant with federal and state licensing requirements
- Improved client satisfaction by providing personalized health insurance plan recommendations and guidance.
- Streamlined application process for clients, resulting in faster approvals and fewer errors.
Customer Service Manager/Hospitality
Atlantic Aviation
05.2015 - 07.2017
- Strategically hired, trained, and managed team of 9 customer service reps
- Implemented team huddles to strengthen conflict resolution techniques and enhance customer experience
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Cultivated culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Created shift schedules to meet business needs.
- Coached and developed agents and created performance improvement plans for reps who were underperforming.
- Set and maintained meeting schedules and agendas with Team leaders, Supervisors, and personnel to uphold company high service standards and productivity.
- Maintained timely reporting and communication with Operations and General Managers
- Inspected facility to ensure it maintained immaculate housekeeping expectations of executive FBO including sleeping quarters, shower room, resting area, kitchen, lobby, and communal areas.
- Managed fuel inventory
- Managed team of customer service representatives, fostering positive work environment focused on teamwork and collaboration.
- Added, amended, and canceled flight plans and coordinated promptly with Department of Aviation as needed.
- Coordinated schedules with VIPs’ security detail, secret service, and transportation to ensure proper access to ramp and preserve anonymity.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Strategy & Operations Assistant/Customer Service Manager/Customer Support/Chat Agent
Enova Financial
10.2010 - 04.2015
- Recruited, trained and onboarded new agents, maintaining exceptional service standards (inbound/outbound, chat and email positions)
- Processed payroll, administered corrective action, implemented employee improvement plans, and examined attendance and benefit packages with each agent
- Trained and supervised 15-25 sales, collections, loan processors and customer service agents.
- Promptly communicated customer trends to upper management, marketing team, and Strategy & Ops Manager
- Compiled and oversaw day to day metrics, production, and performance reports.
- Instrumental in calibrating with IT and Developers to improve website and operating systems.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Created supportive work environment that encouraged open communication, fostering strong sense of teamwork among agents.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Key player in launch of new initiative/product, providing unsecured personal loans to US market
- Acted as liaison between Customer service teams and Developers/Engineers for speedy resolution
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
Education
Some College (No Degree) - Social Work
Kennedy King
Chicago, ILHigh School Diploma -
Lindblom Tech HS
Chicago, IL06.1999
Skills
- SalesForce
- SQL Server
- Microsoft Office
- Excel
- Power Point
- Genesys/ Avaya
- Citrix
- Jira
- Teamwork and Collaboration
- Regulatory Requirements
- Presenting/Strong Communicator
- Problem-solving aptitude
- New Agent Training
- Effective Communication
Activities
Act as go to expert for AST metrics and Darwin troubleshooting for current team
Timeline
Centralized Support Technician II
TRISTAR
08.2023 - Current
SME Darwin Migration
American express
05.2021 - 08.2021
Small Business Sales/GOMC RT Analyst
American Express
05.2019 - 04.2022
Independent Business Owner
Arise Solutions
05.2018 - 02.2020
Life & Health Insurance Agent
Self-Employed
08.2017 - 08.2019
Customer Service Manager/Hospitality
Atlantic Aviation
05.2015 - 07.2017
Strategy & Operations Assistant/Customer Service Manager/Customer Support/Chat Agent
Enova Financial
10.2010 - 04.2015
Some College (No Degree) - Social Work
Kennedy King
High School Diploma -
Lindblom Tech HS
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