Toshana Daniels
Raleigh,NC
Summary
Diplomatic professional with strong track record. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
in international relations and public diplomacy. Skilled in fostering positive relationships, navigating complex negotiations, and representing organizational interests and driving impactful results. Reliable, adaptable, and highly regarded for effective communication and problem-solving abilities.
Overview
8
8
years of professional experience
Work History
Senior Ambassador
AIClear LLC
09.2024 - Current
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greet new and prior members to create welcoming atmosphere.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Engage and Drive membership enrollments by engaging travelers and educating them about the benefits of CLEAR, as well as supporting other team members in reaching their enrollment goals.
- Direct volume with high quality, customer and member experience, resolve travel and or member concerns or inquiries in appropriate timely manner, escalating needs as required/needed.
- Troubleshoot technical issues with hardware and software within operating environment, ensuring Frontline triage occurs prior to elevating into corporate support team.
Claim Representative
Generali Global Assistance
03.2022 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while reviewing claims, disputes, conflicts and complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling. Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
Customer Service Associate
Amazon
07.2017 - 02.2021
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls and chats promptly to avoid on-hold wait times.
- Actively listened to customers and enhance customer satisfaction by effectively addressing inquiries, resolving issues, and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Handled billing and payment issues by following guidelines and resolving disputes.
Concession Stand Supervisor
Centerplate
12.2017 - 03.2022
- Evaluated employee performance regularly, providing constructive feedback and coaching for improvement when necessary.
- Supervised a team of staff members, ensuring excellent performance and adherence to company policies.
- Enhanced customer satisfaction by providing efficient and friendly service at concession stand. Increased sales revenue by implementing promotional strategies and upselling techniques. Handled customer complaints, and resolve issues.
- Ensured compliance with all applicable food safety regulations through diligent inspection checks and staff training sessions.
- Trained new employees on proper procedures, cash handling, and customer service standards. Fostered a positive work atmosphere by promoting teamwork among team members.
- Streamlined order processing by improving communication between front-of-house staff and kitchen personnel.
- Count inventory at the beginning end of shift. Ordering additional items needed for shift. Calculate Sales at the end of shift for sales report.
Education
Bachelor of Science -
Florida A&M University
Tallahassee, FL12.2015
High School Diploma - undefined
Miami Carol City Senior High School
Miami Gardens, FL01.2010
Skills
- Customer Service
- Team management
- Customer engagement
- Product knowledge
- Microsoft office
- Claims investigation
- Time management
- Coverage determination
- Documentation review
- Quality assurance
- Employee management
- Complaint escalation
- Inbound and outbound calling
Timeline
Senior Ambassador
AIClear LLC
09.2024 - Current
Claim Representative
Generali Global Assistance
03.2022 - 06.2024
Concession Stand Supervisor
Centerplate
12.2017 - 03.2022
Customer Service Associate
Amazon
07.2017 - 02.2021
High School Diploma - undefined
Miami Carol City Senior High School
Bachelor of Science -
Florida A&M University
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