T L Hall
Arkadelphia,AR
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Knowledgeable and dedicated customer service professional with extensive experience in Insurance and Auto industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Teleperformance/GMC Remote
Remote
09.2021 - Current
- Answer incoming/outbound calls for owners of GMC vehicles and dealerships.
- Document accordingly for recalls marketing and email communication
- Work with dealer regarding Cost Assistance, Goodwill, Reimbursements for repairs and rentals, as well as handling escalation calls for support, questions and concerns.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Manage large amounts of incoming calls
- Generate sales leads
- Managed over 50 customer calls per day increasing sales
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using correct methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go extra mile to engage customers
Independent SIU Field Investigator/ Independent Auto Estimator
Dekra Auto/Ethos Remote
06.2019 - 10.2020
- Conducted surveillance investigation of worker's compensation, liability and personal injury claims in order to document the physical activities of a claimant
- Conducted vehicular and non-vehicular surveillance of assigned subjects using digital video cameras and other related surveillance equipment
- Documented activities videotaped and/or observed in a detailed, professional investigative report using laptop computer
- Transmitted investigative /reports, video snips and video clips of documented activity via laptop computer and related transmission devices according to deadline requirements
- Reported hours worked, expenses, mileage and other case specific data to the SIU Team Lead through established daily process requirement
- Under the guidance of the team lead, occasionally conducted special investigations including recorded statements and interviews, alive and well checks and neighborhood canvasses
- On a limited basis, communicated investigative results with claims examiners and clients.
Claims Adjuster/Team Lead
State Farm Insurance
03.2015 - 03.2019
- Applied working knowledge of the policy/endorsements, state laws, regulations, and internal customer philosophy and procedures to the claims process
- Applied knowledge of policies, procedures, laws, statutes, and insurance regulations when determining coverage, liability, & damages
- Contacted customers by telephone/written correspondence and/or various electronic media
- Effectively managed work through task driven queues while multi-tasking in a fast-paced/high call volume Call Center environment
- Served as a leader and assisted peers in various aspects while training and mentoring claim handlers assisting in the basic understanding of auto policy and endorsements and other regulatory compliance
- Performed research to gather information during the qualifying express claims process and communicate results effectively
- Engaged team leaders and route claims to other segments as appropriate
- Explained all coverages and initiate auto processing for payments
- Acquired and reviewed claim documents to support claim payments and initiate ongoing communications to customers.
Education
Associate of Arts & Science -
Adjuster- Polk State College
2015
Associate of Arts - Claims Adjuster
Polk State College
Winter Haven, FL2015
Bachelor of Arts - undefined
Clark Atlanta University
2010
BHU - undefined
All Lines Adjuster- Polk State College
2007
Skills
- Proven customer support experience or experience as a customer experience representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Investigative Writing
- Team Goals
- Maintain Systems
- Professional Relationships
- Set Up Devices
- Strategic sales knowledge
- Complaint resolution
- Remote Worker
- Team Management Experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Customer Experience Specialist
Teleperformance/GMC Remote
09.2021 - Current
Independent SIU Field Investigator/ Independent Auto Estimator
Dekra Auto/Ethos Remote
06.2019 - 10.2020
Claims Adjuster/Team Lead
State Farm Insurance
03.2015 - 03.2019
Associate of Arts & Science -
Adjuster- Polk State College
Associate of Arts - Claims Adjuster
Polk State College
Bachelor of Arts - undefined
Clark Atlanta University
BHU - undefined
All Lines Adjuster- Polk State College