Zachary Hall
Charlotte,United States
Summary
Escalations Manager with 7 years of experience in optimizing vendor contracts and enhancing service quality through strategic CRM implementations. Demonstrates expertise in workflow optimization and cross-functional collaboration, effectively leading teams to improve response times and elevate customer satisfaction. Skilled in contract negotiation and process improvement, consistently driving operational efficiencies and fostering strong client relationships.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Escalations Manager
Alpine Intel
Charlotte, United States
01.2023 - Current
- Negotiate vendor contracts, reducing costs and enhancing service quality
- Lead teams to improve response times, boosting customer satisfaction
- Implement CRM strategies for efficient case management
- Prepare reports to highlight improvement areas from feedback
- Secure favorable vendor terms, lowering operational expenses
Claims Coordinator
Alpine Intel
Charlotte, United States
05.2022 - 01.2023
- Managed intricate claims, improving resolution speed and client satisfaction
- Scheduled technicians effectively, optimizing resource allocation and task completion
- Streamlined claims workflow, enhancing processing speed and operational efficiency
- Developed strong cross-functional partnerships for superior claim outcomes
Branch Operations Supervisor
First National Bank
Altavista, United States
01.2020 - 12.2021
- Managed branch operations, ensuring compliance and accuracy in reporting
- Increased product uptake through effective cross-selling strategies
- Resolved complex banking issues by collaborating with multiple departments
- Optimized branch operations, enhancing efficiency and customer satisfaction
Teller
First National Bank
Altavista, United States
05.2018 - 01.2020
- Handled transactions swiftly, boosting customer satisfaction and loyalty
- Resolved inquiries, enhancing service quality and client retention
- Balanced cash drawers daily, ensuring precision and accountability
- Identified sales leads, contributing to branch revenue growth
- Built strong client relationships, addressing issues promptly
Education
Bachelor of Arts - Marketing and Management
Radford University
Radford, VA12.2021
Master of Science - Information And Computer Systems
Liberty University
Lynchburg, VASkills
- Client retention strategies
- CRM software proficiency
- Database maintenance
- Project management
- Application support
- Network administration
- Content management systems
- Software implementation
- IT troubleshooting
Certification
- CompTIA A+
- CCNA
- AWS Certified Cloud Practitioner
Timeline
Escalations Manager
Alpine Intel
01.2023 - Current
Claims Coordinator
Alpine Intel
05.2022 - 01.2023
Branch Operations Supervisor
First National Bank
01.2020 - 12.2021
Teller
First National Bank
05.2018 - 01.2020
Bachelor of Arts - Marketing and Management
Radford University
Master of Science - Information And Computer Systems
Liberty University