Claims Dept Team Lead / Customer Service RepresentativeAS CLAIMS DEPT TEAM LEAD• Supervised a team of 4 employees that exceeded expectations.• Issued traces for missing packages.• Issued call tags/pick up requests to have items returned back to the distribution center.• Issued claims with couriers for missing and damaged product.• Communicated daily with sales reps and the distribution centre.• Created and implemented new procedures that increased productivity by removing all manual processes to digital.• Changed internal procedure that resulted in 50% cost savings by eliminating UPS manual pick-ups to digital.• Created and implemented a user manual to train new team members.• Assisted supervisor and manager with matters that required special attention.AS A CUSTOMER SERVICE REPRESENTATIVE• Answering telephone calls with a call quality of 99% • Maintained policies by entering client information and verifying client information.• Maintained quality results by adhering to company standards and guidelines.• Participated in educational opportunities and all up-trainings.• Received several customer service awards for outstanding customer service.

The second largest wireless telecommunications provider in the United States and Puerto Rico.Customer Service Representative• Maintained a high volume of inbound calls within a dynamic call centre environment.• Provide effective and timely resolutions for a wide range of customer enquiries.• Strive for one-call resolution of customer issues.• Strike a positive and cooperative tone with both customers and coworkers.• Accepted assignments with an open, cooperative and positive attitude. • Utilized multiple call centre support applications to efficiently assist customers.