Surayyah White
Houston
Summary
Customer-focused professional with extensive experience in customer experience and process improvement. Proven ability to analyze feedback for actionable insights, achieving a 30% increase in retention and a 20% rise in satisfaction. Currently enhancing skills in IT and UX/UI design, with a focus on user-centered solutions.
Overview
11
11
years of professional experience
Work History
Operations Specialist
Weis Choice
09.2019 - Current
- Increased client retention by 30% through proactive communication, personalized onboarding, and continuous customer support.
- Analyzed customer feedback and operational trends to recommend improvements that increased customer satisfaction by 20%.
- Collaborated with clients and partners to pinpoint pain points and develop solutions that directly contributed to business growth.
- Designed and refined onboarding processes that reduced customer issues by 20% while improving engagement and adoption.
- Built long-term customer relationships by aligning with client goals, gathering feedback, and identifying opportunities to enhance customer experience.
- Used data and customer insights to guide business decisions and strengthen relationships with new and existing clients.
Property Underwriter
Allstate Insurance
08.2018 - 08.2019
- Evaluated complex information to make accurate underwriting decisions while maintaining a strong focus on customer experience.
- Collaborated with cross-functional teams to enhance underwriting processes and recommend policy improvements based on trend analysis.
- Aligned business objectives with customer needs by delivering data-informed recommendations.
- Streamlined workflows to enhance operational efficiency.
- Mentored new employees by documenting procedures and sharing best practices to improve team performance.
Claims Adjuster
Elephant Insurance
11.2017 - 08.2018
- Investigated customer claims by gathering information through interviews, documentation review, and collaboration with partners to ensure thorough understanding and fair assessment.
- Analyzed customer situations to determine appropriate resolutions, ensuring empathy and professionalism enhanced customer satisfaction during the claims process.
- Coordinated with estimators and repair facilities to expedite claim resolutions, improving overall turnaround time for customers.
- Recommended workflow improvements that reduced claim processing times by 25% and enhanced the customer experience.
Claims Processor
Progressive Insurance
06.2015 - 11.2017
- Processed high-volume insurance claims with exceptional accuracy and attention to detail, ensuring timely resolutions.
- Streamlined claims workflows, resulting in 15% reduction in response times and enhanced customer satisfaction.
- Established trust with customers through clear communication of next steps and efficient issue resolution.
- Recognized with a promotion for consistently exceeding quality and productivity expectations.
Education
Bachelor of Science - Information Technology
Capella University
Skills
- Customer Experience
- Process Improvement
- User Research
- Qualitative Research
- User Interviews
- Customer Discovery
- UX Research Fundamentals
- Usability Testing
- Journey Mapping
- User Personas
- Research Synthesis
- Cross-Functional Collaboration
- Technical Documentation
- Process Analysis
- Figma
- Wireframing
- AI Productivity Tools
- Microsoft 365
- Salesforce
- HubSpot
- Zendesk
- Notion
- Microsoft Office
- Google Workspace
- Linux Fundamentals
- Networking Fundamentals
- UX Design
PROJECTS
UX/UI Design Bootcamp – Course Careers, Conduct user research to better understand user behaviors, motivations, and pain points., Develop user personas, empathy maps, and customer journey maps., Create wireframes and interactive prototypes using Figma., Apply usability and accessibility principles to improve digital experiences., Incorporate user feedback into iterative design improvements while using AI tools to support research, organization, and documentation.
Timeline
Operations Specialist
Weis Choice
09.2019 - Current
Property Underwriter
Allstate Insurance
08.2018 - 08.2019
Claims Adjuster
Elephant Insurance
11.2017 - 08.2018
Claims Processor
Progressive Insurance
06.2015 - 11.2017
Bachelor of Science - Information Technology
Capella University