James Washington
Blythewood,SC
Summary
Results-driven Customer Service Supervisor offering proven history of achievement during 14+ years career.
Solid background of consistently addressing customer issues, delivering industry-leading service and implementing self taught scalable approaches. Talented leader and detail-oriented team player with analytical problem-solving and strategic planning expertise. Organized Office Manager with noted experience in administrative management.
Overview
10
10
years of professional experience
Work History
Senior Claims Administrator
Donan Solutions LLC
Charlotte, NC
03.2021 - Current
- Investigated, evaluated and adjusted over 9,000 multi-line claims in accordance with standards and laws.
- Built talented teams of 12 claims administrators dedicated to timely and compliant resolutions.
- Organized, planned and documented materials for over 12,470 claims.
- Cultivated productive relationships with stakeholders, facilitating claims lifecycle.
- Created regional graphs for production purposes and presented national numbers in daily meetings.
- Maintained claims data in 3 systems.
Lead Sales Coordinator
ARS Rescue Rooter Residential Services
Charleston, SC
08.2018 - 07.2020
- Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
- Set up appointments with potential and current customers to promote new products and services.
- Provided debit resolution to customers with large outstanding debts totaling over $1 million to under $500k.
- Reduced errors during sales and service processes by devising and deploying template responses.
- Worked closely with other departments to understand full scope of available offerings and provide top-notch salesmanship to customers.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Capital One Supervisor
Iqor Holdings US
Charleston, SC
02.2016 - 08.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to over 20 employees.
- Reviewed 100 of customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted routine inspections to check quality and compliance with established specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
PECO Customer Service Trainer
Alorica
Irvine, CA
01.2014 - 02.2016
- Trained and mentored 86 new personnel hired to fulfill various roles.
- Established and maintained quality control standards and analyzed and evaluated training effectiveness and program outcomes.
- Developed and executed performance management programs by celebrating employees significant events to increase employee engagement and productivity.
- Developed lesson plans, instructional materials and written practice tests for PECO training courses.
Education
High School Diploma -
Fort Dorchester High School
North Charleston, SC05.2006
Skills
- Customer Complaint Management
- Business Writing
- Business Opportunities Support
- Articulate Communication
- High-Pressure Environments
- Staffing Oversight
- Team Leadership
- Customer Relationship Management
- Customer Information Databases
- Mainframe Systems
- Dispute Resolution
- Microsoft Office Expertise
Timeline
Senior Claims Administrator
Donan Solutions LLC
03.2021 - Current
Lead Sales Coordinator
ARS Rescue Rooter Residential Services
08.2018 - 07.2020
Capital One Supervisor
Iqor Holdings US
02.2016 - 08.2018
PECO Customer Service Trainer
Alorica
01.2014 - 02.2016
High School Diploma -
Fort Dorchester High School