Tatyana Bray
Fort Worth,Tx
Summary
Assisted customers by addressing concerns and resolving issues to promote satisfaction. Supported effective communication with clients to build strong relationships. Utilized CRM software to manage customer interactions efficiently.
Overview
5
5
years of professional experience
Work History
Claims Specialist
Teleperformance
09.2023 - Current
- Assisted in conducting thorough investigations of claims and provided updates on legal actions taken. Reviewed incoming files to assess the status of injury claims and formulated action plans. Applied cost containment strategies to minimize overall claim expenses. Raised files with high indemnity risks to supervisor for additional review.
Remote Customer Service Representative
State FarmState Farm
11.2020 - 09.2023
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
- Managed an average of 150 customer interactions per day, successfully resolving 90% of issues on the first call.
Education
High School Diploma -
Dunbar High School
Fort Worth, TXSkills
- Oversaw call center operations to enhance customer satisfaction Leveraged product knowledge to guide service recommendations Directed the use of call management software for streamlined processes Championed documentation and reporting standards for operational efficiency Fostered empathetic communication in high-volume call environments Enhanced database management practices to support decision-making Cultivated strong written and oral communication skills for effective stakeholder engagement Managed accounts to ensure client retention and satisfaction
Attributes
- Skilled in client experience management, customer satisfaction surveys, and problem-solving.
- Entrepreneurial spirit, always seeking new opportunities and challenges to tackle.
- Comfortable, focused, and organized in fast-paced, high-output environments. Strong communication, analytical, and marketing skills, with the ability to work in various platforms/systems.
Timeline
Claims Specialist
Teleperformance
09.2023 - Current
Remote Customer Service Representative
State FarmState Farm
11.2020 - 09.2023
High School Diploma -
Dunbar High School