Willis Steel
Atlanta,GA
Summary
Customer service professional who consistently meets and exceeds productivity goals. Proven capacity to resolve customer issues quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
8
8
years of professional experience
Work History
Claims Associate
State Farm
Atlanta, Georgia
06.2021 - Current
- Proactively investigating claims, applying coverage, accurately documenting the file, and paying what is owed
- Answering inbound calls and making outbound calls to customers and claimants
- Supporting customers through personalized, caring, and simple interactions
- Communicated clearly, professionally, and empathetically
- Accurately document claim files
- Process information and make sound, fact-based decisions
- Multi-task across technical platforms within a fast-paced call center environment.
Submission Officer
VFS GLOBAL
Atlanta, Georgia
10.2020 - 06.2021
- Document scrutiny and collection of applications for visa processing
- Handle customer/applicant queries personally or via email, telephone
- Handle cash and bank related transactions if assigned and ensure 100% accuracy
- Record & maintain all application data
- Ensure accurate & timely data entry into the system with zero errors
- Ensure all administration and logistics of passport delivery to consulate/applicant/logistic company etc
- Maintain compliance to the standard operating procedures, manuals etc
- Without deviation in process
- Ensure that the entire process is completed within the mandated Turn Around Time.
Travel Advisor/ Inside Sales Specialist
VACATION EXPRESS
Atlanta, Georgia
12.2018 - 03.2020
- Arranging flights, insurance and accommodations ensuring the client is worry-free
- Using a booking system to set up an all-inclusive vacation package
- Collecting and processing payments
- Advising clients on travel arrangements
- Assist agents in general based on requests received in Zendesk
- Create reports daily for Sales outreach/summarize results after Sales campaign
- Dealing with complaints or refunds to ensure the customer is left satisfied.
Counter Sales Agent
BUDGET RENTAL CAR
Sandy Spring, GA
06.2016 - 12.2018
- Responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders
- Listened attentively to caller needs to ensure a positive customer experience and to upsell on company services
- Opened contracts selling additional insurance coverage and accessories
- Sell a rental vehicle/accommodate guest without reservations based on availability
- Transferred cars from location to location depending on customers' needs
- Strived for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues
- Actively managed vehicle maintenance, inventory, cash sheets and daily business reports
- Excelled within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
Ramp Agent
GAT (SPIRIT AIRLINES)
Atlanta, GA
09.2015 - 03.2017
- Prepared ramp equipment, shipments, and materials to be unloaded from and onto airplanes
- Loaded baggage into containers for outbound flight
- Transported inbound freight to the warehouse & outbound freight to the Aircraft
- Wing walking to ensure clearance of wing tips from all obstructions in & out of gates
- Operated different Ground Service Equipment (GSE), to perform daily duties.
Education
High School Diploma -
Raymond High School
Skills
- Providing Exceptional Service
- Operate Telephone Switchboard Reservation Management
- Type & Double Task Efficiently
- Dynamic Customer Service Professional
- Policy & Procedure Adherence
- Excellent Communication Skills
- Analytical Skills
- Exceptional Interpersonal & Consulting Skills
- Time Management
- Decision-Making
Timeline
Claims Associate
State Farm
06.2021 - Current
Submission Officer
VFS GLOBAL
10.2020 - 06.2021
Travel Advisor/ Inside Sales Specialist
VACATION EXPRESS
12.2018 - 03.2020
Counter Sales Agent
BUDGET RENTAL CAR
06.2016 - 12.2018
Ramp Agent
GAT (SPIRIT AIRLINES)
09.2015 - 03.2017
High School Diploma -
Raymond High School
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