Shantal Mahecha

- Provide personalized banking solutions and assist clients with account inquiries and product recommendations.

- Address and resolve customer concerns efficiently, maintaining a customer satisfaction rate above 95%.

- Worked to file fraud claims, ensuring timely resolution and accurate documentation of incidents.

- Educate clients on banking services and digital banking tools, enhancing their banking experience.

- Collaborate with cross-functional teams to ensure seamless service delivery and compliance with regulations.

-Managed daily administrative operations, including scheduling client appointments and handling customer inquiries, ensuring a smooth and efficient workflow.

- Processed client intake forms, maintained accurate records, and updated databases for over 200 clients.

- Assisted in coordinating promotional events and managed social media accounts to enhance client engagement and boost brand visibility.

- Handled billing, invoicing, and payments, ensuring timely and accurate financial transactions.

- Provided exceptional customer service, addressing client concerns and maintaining high levels of satisfaction.

- Investigated and resolved customer claims related to deliveries, ensuring timely and satisfactory resolution.

- Applied company policies to determine coverage and responsibility, addressing any discrepancies to prevent claims disputes.

- Maintained regular communication with customers through phone calls, emails, and written correspondence, ensuring updates on claims progress.

- Managed tasks efficiently using a queue-driven system, handling multiple claims simultaneously in a fast-paced environment.

- Built and maintained strong customer relationships by providing personalized and efficient service, resulting in customer satisfaction and retention.

- Handled claims for incomplete or damaged freight, negotiating with carriers to ensure fair settlements for customers.

- Evaluated delivery contracts and claims, ensuring that all required documentation and policies were met for successful claims processing.

- Provided regular updates to customers regarding the status of claims, maintaining clear and timely communication throughout the claims lifecycle.

- Effectively managed LTL (Less-than-Truckload) freight claims while meeting deadlines and coordinating with internal teams to resolve issues promptly.

- Investigated customer complaints regarding deliveries, ensuring accurate evaluation and settlement of claims in compliance with company policies.

- Contacted customers daily to provide updates and maintain clear communication, ensuring a seamless resolution process.

- Negotiated with third-party contractors and carriers to ensure claims were resolved efficiently and in the best interest of both the company and the customer.

- Ensured that all claims were handled with care and in accordance with established protocols, building trust and customer satisfaction.

- Assisted customers with questions regarding medical billing claims, investigating and resolving disputes with empathy and professionalism.

- Maintained a high level of customer satisfaction by delivering caring and simple interactions, regularly ranking in the top 13 of the department for customer service excellence.

- Handled high call volumes in a call center environment, managing multiple tasks and claims inquiries simultaneously.