Vanessa Fimbres

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• SONITA FIELDSSONITA FIELDS

  <ul> <li>Evaluated information and implemented corrective actions to enhance efficiency across operations.</li> <li>Ensured compliance with laws and regulations governing contact center activities.</li> <li>Interpreted tax law to resolve issues affecting IRS operations.</li> <li>Applied tax code to clarify taxpayer obligations and rights.</li> <li>Secured sensitive personal information to guarantee data protection.</li> <li>Resolved taxpayer disputes using sound judgment and effective strategies.</li> <li>Maintained accurate documentation of all customer interactions in CRM database.</li> <li>Answered high volumes of calls daily, utilizing call management systems effectively.</li> <li>Collaborated with team members to improve customer service processes.</li> <li>Participated in team meetings to discuss strategies for improving customer experience.</li> <li>Processed orders for customers using an automated system.</li> </ul> at Internal Revenue Service<ul> <li>Evaluated information and implemented corrective actions to enhance efficiency across operations.</li> <li>Ensured compliance with laws and regulations governing contact center activities.</li> <li>Interpreted tax law to resolve issues affecting IRS operations.</li> <li>Applied tax code to clarify taxpayer obligations and rights.</li> <li>Secured sensitive personal information to guarantee data protection.</li> <li>Resolved taxpayer disputes using sound judgment and effective strategies.</li> <li>Maintained accurate documentation of all customer interactions in CRM database.</li> <li>Answered high volumes of calls daily, utilizing call management systems effectively.</li> <li>Collaborated with team members to improve customer service processes.</li> <li>Participated in team meetings to discuss strategies for improving customer experience.</li> <li>Processed orders for customers using an automated system.</li> </ul> at Internal Revenue Service

• Jeffrey StilesJeffrey Stiles

  <ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange

• Mariana HaungatauMariana Haungatau

  Customer Service Agent/Customer Assistance Rep/Reservations Agent/Baggage Call Center Agent at AMERICAN AIRLINESCustomer Service Agent/Customer Assistance Rep/Reservations Agent/Baggage Call Center Agent at AMERICAN AIRLINES

• Patricia MarshallPatricia Marshall

  Call Center Representative Banking/Call Center Representative Banking/Call Center SalRepresentative Banking/Fraud Representative at VeleraCall Center Representative Banking/Call Center Representative Banking/Call Center SalRepresentative Banking/Fraud Representative at Velera