Sara Snell
Grove City,OH
Summary
Professional customer/claims representative with over 19 years of experience in customer service/claims handler specifically in a call center environment. Excellent communicator specializing in identifying and resolving customer issues both over the phone and in email. Aiming to leverage my experience and interpersonal skills to provide personalized customer service and exceed KPI’s.
Overview
9
9
years of professional experience
Work History
Compliance Specialist
Capital Wholesale Drug
Columbus, OH
01.2023 - Current
- Compile and analyze new customer due diligence files and manage annual updates
- Monitor and evaluate customer orders for regulatory purposes
- Facilitate communication between the compliance department, sales team, and customers
- Maintain state licensure at the company level
- Aide in preparation and review of federal/state/local required reporting
- Assist in review and management of product recall
- Generate and update internal compliance related documents
- Facilitate internal and/or external audits.
Supervisor
Alliance Data Services
Columbus, OH
01.2018 - 01.2023
- Oversee my team in their day to day operation to ensure that all standards and performance goals are met
- 18-25 direct reports
- Ensured adequate standards were met for attendance, payroll, performance documentation and other employment paperwork/entries
- Properly analyzed and communicated department results, i.e
- Roll rate, dollars collected, productivity, QA, and attendance
- Addressed customer complaints/escalated calls and resolved issues
- Ensured execution of all compliance and regulatory requirements through call monitoring and audits
- Met/exceeded loss plan and operating expense plan
- Cultivated an environment that encouraged personal growth, development, open communication, teamwork, and associate engagement
- Assisted on automatic dialer speaking to delinquent customers listening to their concerns and providing them with a solution.
Coach (Supervisor)
DISH Network
Hilliard, OH
01.2016 - 01.2018
- Oversee my team in their day to day operation to ensure that all standards and sales goals are met
- 12-15 direct reports
- Interview and hire employees
- Ensured adequate standards were met for attendance, payroll, performance documentation and other employment paperwork/entries
- Properly analyzed and communicated department results, i.e
- Sales, productivity, QA, and attendance
- Addressed customer complaints/escalated calls and resolved issues
- Presented quarterly performance results to upper management
- Facilitated and participated in Dish Care events to give back to the community
- Answered inbound technical support calls for at least 2 hours per week to remain proficient with products to best assist team members as well as customers.
Assistant Manager - Claims
Safelite Solutions
Columbus, OH
- Oversee day to day operations for a 24/7/365 contact center (processed inbound claims and insurance verification) to ensure that all standards and goals were met
- Achieved service level targets while maintaining a cost per call to meet department goals and budget
- Kept labor costs in line with the business operating models by successfully managing the contact center budget
- Interviewed and hired employees
- Completed yearly performance evaluations and assigned goals for the upcoming year
- Completed monthly audits for each direct report and communicated results through oral/written feedback and coaching
- Facilitated calibration calls with clients to ensure standards were being met and any concerns were resolved
- Communicated results with external clients and served as a liaison to handle any issues/concerns.
Customer Service Representative / Claims handler
Safelite Solutions
Columbus, OH
- Answered inbound calls for several of the top insurance clients and shops
- Efficiently processed glass claims/data entry
- Maintained key performance indicators
- Followed up with clients to obtain verification of comprehensive coverage on glass claims through established processes such as email, phone, or looking up coverage in client’s claims center
- Followed up with customers to complete claims reporting process.
Education
Columbus State Community College
Columbus, OHSkills
- Customer complaint resolution
- Time Management
- Active listening
- Strategic thinker
- Conflict Management
- Customer/client satisfaction
- Effective communication
- Quality assurance
- Attention to detail
- Technology: Microsoft Office (Outlook, PowerPoint, Word, and Excel), Payroll systems, Verint, Nice (recording software)
- Complaint resolution
- Data Entry
- Call Management
- Multi-Task Management
- Courteous demeanor
- Customer Relationship Management (CRM)
- High-energy attitude
- Building rapport
- Critical Thinking
- Office equipment proficiency
- Microsoft Excel
- Computer Proficiency
- Positive and professional
- Professional telephone demeanor
- Follow-up skills
- Conflict Resolution
- Typing [Number] WPM
- Microsoft Office expertise
Personal Information
Title: Customer Service/Claims Representative
Timeline
Compliance Specialist
Capital Wholesale Drug
01.2023 - Current
Supervisor
Alliance Data Services
01.2018 - 01.2023
Coach (Supervisor)
DISH Network
01.2016 - 01.2018
Assistant Manager - Claims
Safelite Solutions
Customer Service Representative / Claims handler
Safelite Solutions
Columbus State Community College
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