Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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, SC
05.2006

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

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