Teresa Lott
Phoenix,AZ
Summary
Experienced customer success representative with strong problem solving, time management and negotiation skills.
Overview
12
12
years of professional experience
Work History
Contact Center Representative
Epiq/Adecco
Phoenix, Arizona
01.2024 - 12.2024
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Offered resolutions to de-escalate calls and solve customer issues.
- Updated system with order specifics and customer details, preferences, and billing information.
Quality Assurance Analyst
Epiq/Adecco
Phoenix, Arizona
06.2023 - 01.2024
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Developed and implemented new processes for handling customer inquiries efficiently.
- Performed troubleshooting and problem solving for customer issues.
- Generated reports related to customer interactions for management review.
Customer Success Representative
Wells Fargo
Phoenix , AZ
01.2023 - 06.2023
- Handle high-volume customer inquiries via phone and email.
- Ensure accurate data entry and documentation us MS Office and CRM systems.
- Identity and resolve dat discrepancies.
- Supports agency growth by servicing existing clients and attracting prospects.
Loan Documentation Processor/Team Leader
Wells Fargo
Phoenix, AZ
09.2020 - 12.2022
- Provided detailed Quality Review for First Mortgage loans.
- Examined and verified information in loan application and closing documents.
- Worked with third-party vendors to address and clear loan closing requirements.
- Identified errors and suggested appropriate edits.
- Complied with safety regulations in terms of document control, strictly following corporate procedures and federal rules.
- Evaluated various forms of documentation and reports for accuracy and completeness, identified deficiencies and advised on appropriate corrective measures to improve information details or processes.
- Prepared presentations for corporate training.
- Acted as coach assisting other's to improve their knowledge or skills.
Claims Representative
Kemper Insurance
Phoenix , AZ
06.2019 - 02.2020
- Processed high volumes of accident claims efficiently while working in fast paced environment.
- Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.
- Verified details with policyholder's and requested additional information.
- Corresponded with insured or agent to obtain information or inform of account status or changes.
Client Service Representative
CVS HEALTH CORPORATION
Glendale, AZ
08.2017 - 04.2018
- Collected payments, processed receipts and informed policyholder's of outstanding balances.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Stayed current on HIPPA regulations, benefits claims processing, medical terminology and other procedures.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Customer Support Representative
Lincoln Heritage Life Insurance
Phoenix, AZ
03.2013 - 11.2016
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
Education
Maricopa Community Colleges - Glendale Community College
Glendale, AZCustomer Service - Certification
Skills
- Excellent communication skills-verbal and written
- Able to meet or exceed Productivity goals
- Proven Analytical, Problem Solving and Decision Making skills
- Coaching and Developing Others
- Continuous Learning
- Proficient in Microsoft office products
- Experience in Leadership
- Problem Resolution
- Planning & Organizing
- Organizational Skills
Timeline
Contact Center Representative
Epiq/Adecco
01.2024 - 12.2024
Quality Assurance Analyst
Epiq/Adecco
06.2023 - 01.2024
Customer Success Representative
Wells Fargo
01.2023 - 06.2023
Loan Documentation Processor/Team Leader
Wells Fargo
09.2020 - 12.2022
Claims Representative
Kemper Insurance
06.2019 - 02.2020
Client Service Representative
CVS HEALTH CORPORATION
08.2017 - 04.2018
Customer Support Representative
Lincoln Heritage Life Insurance
03.2013 - 11.2016
Maricopa Community Colleges - Glendale Community College
Customer Service - Certification