Wendy Russell
Norfolk,VA
Overview
1
1
year of professional experience
Work History
Fulfillment Resolution Anaylst
OneDigital Insurance
10.2023 - 12.2024
- Managed and responded to correspondence and inquiries from customers and vendors.
- Collaborated with cross-functional teams to address recurring problems and implement lasting improvements.
- Enhanced customer satisfaction by promptly resolving complex issues and providing effective solutions.
- Maintained comprehensive documentation of all cases handled, ensuring accuracy and accessibility of information for future reference.
- Managed a high volume of cases simultaneously while maintaining exceptional attention to detail and adherence to established timelines for resolution.
- Supported continuous improvement initiatives within the department by routinely sharing insights from case experiences with peers and supervisors.
- Reduced average resolution time significantly by implementing innovative problem-solving techniques and tools.
- Boosted overall productivity by effectively prioritizing tasks based on urgency, complexity, and potential impact on clients.
- Negotiated successfully between various parties involved in disputes or conflicts, achieving mutually beneficial outcomes whenever possibl
- Negotiated successfully between various parties involved in disputes or conflicts, achieving mutually beneficial outcomes whenever possible.
- Demonstrated expert knowledge of industry regulations, compliance requirements, and internal policies when addressing client concerns or disputes.
- Streamlined resolution processes for increased efficiency and quicker response times to customer inquiries.
- Conducted root cause analyses to identify underlying issues and provide actionable recommendations for resolution.
- Designed and implemented creative strategies for preventing future client escalations, resulting in a reduction in overall case volume.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Established a positive rapport with clients by maintaining open lines of communication throughout the resolution process.
Timeline
Fulfillment Resolution Anaylst
OneDigital Insurance
10.2023 - 12.2024