• Develop and maintain interactive dashboards and reports using Tableau, Power BI, and Excel to track key performance metrics.• Analyze data to identify trends, inefficiencies, and opportunities for process improvement.• Present data insights to management and team members to support decision-making and operational strategies.

• Communicate with policyholders to gather information, provide updates, and address claims-related inquiries.• Utilize multiple systems (CPT, Xact, NextGen) to manage claims data and ensure accurate processing.• Led projects to optimize the claims process, including the Wind/Hail CE Project and saved payment initiatives.• Awarded 2022 Rookie of the Year for exceptional performance and leadership.

• Managed high volumes of customer inquiries and tailored Auto/Property policies based on individual needs.• Consistently met or exceeded sales goals by effectively communicating the value of coverage options.

• Assisted customers with banking inquiries, including transaction history and account management.• Provided support for unlocking online banking profiles and resolving account access issues.

Tier 1 Responsibilities:• Handled high-volume inbound calls, assisting customers with payment processing, account balance inquiries, and cell phone plan details.• Provided efficient and friendly customer service, ensuring account issues were resolved promptly.Tier 2 Responsibilities (Promoted June 2018):• Managed fraud claims through Zendesk, ensuring accurate handling and resolution of disputes.• Activated phone lines, processed RMA returns, and troubleshot mobile devices using an Interactive Troubleshooting Guide.• Led group huddles to communicate company updates and procedural changes, sharing expertise with the team.• Acted as a Subject Matter Expert (SME), providing guidance and support to coworkers in resolving complex customer issues.

• Provided chat-based technical support for Apple iOS devices, assisting customers with troubleshooting and resolving issues.• Managed up to 3 customer chats simultaneously, ensuring timely and efficient support.• Utilized multiple programs and tools to research technical issues and offer solutions tailored to customer needs.• Collaborated with Genius Technicians by escalating cases when further in-person diagnostics were required.• Maintained a high level of customer satisfaction by delivering clear, effective communication and step-by-step troubleshooting.

• Handled 80+ inbound calls daily, providing assistance to customers with past-due or collections accounts.• Processed payments and facilitated the reinstatement of cable services for customers in arrears.• Explained bill ledgers and account details, ensuring customers had a clear understanding of their statements and payment options.