Andy Untalan Email & Phone Number

- Assists Director of Customer Service in efforts to ensure provision of safe, reliable, and user-friendly public transit services. Emphasis is on providing high-quality, customer-friendly services, that reflect unified operations across all modes and are consistent across contracted operations service providers.-Manages daily operations of retail sales.

Oceanside, California

• Monitors performance of Customer Service Assistants (CSA) ensuring that all customer needs, complaints, inquiries, and suggestions are handled in a friendly prompt, and efficient manner
• Prepares performance review evaluations and ongoing coaching/feedback.
• Prepares e-mail and other written correspondence in response to customer complaints.
• Supervises the operation of fare media sales outlets and the Call Center to assure proper staffing and effective operation
• Supervises and monitors sales, including the sale of bus passes, the pass outlet program, the reduced fare I.D. program, and other programs.
• Assists Customer Service Manager in any & all tasks toward completion of department goals & initiatives.

Jack In The Box Corporate Support Center

• Supervise, mentor, and provide guidance to call center representatives with focus on best practices and customer satisfaction/retention
• Routinely refine staffing levels to align with call volume patterns
• Perform consistent monitoring of guest concerns and trends to provide actionable feedback to various departments. This includes: Consumer Insights and Guest Analytics, Food Safety & Regulatory Compliance, Risk.
• Support, evaluate, and timely resolve escalated customer service issues
• Handle acute investigation of alleged illness and foreign object claims, product quality issues, food safety issues, debit credit fraud issues, slip and fall, product injury, and other bodily injury claims
• Review new files to determine current status of injury claim and to develop a plan of action.

San Diego

Providing support, evaluating, and resolving customer service issues encompassing multiple areas to include but not be limited to the handling of alleged illness / foreign object complaints, product quality, debit credit issues, food safety concerns, and safety issues. Serv Safe certified through March 2016 (certificate #7654046)

Greater San Diego Area

• Investigated claims involving potential and suspected fraudulent activities.
• Evaluated insurance policies and analyzed damages to determine coverage.
• Investigated disputed liability claims
• Evaluated and settled Total Loss Auto Claims
• Made 1st-call Bodily Injury Settlement Offers

Poway Regional Office

• Substantiated legitimate claims and denied unjustified claims.
• Investigated claims involving potential and suspected fraudulent activities.
• Reported to management on customer and policy issues, field conditions, and safety issues.
• Maintained contact with claimants and attorneys to determine treatment status.
• Answered customer questions regarding deductibles and responded to inquiries from insureds and attorneys.
• Reviewed and analyzed suspicious and potentially fraudulent insurance claims.