Provides exceptional customer service; Receives and responds promptly to customer requests by telephone, email, or chat;Follows up with the customers to ensure that their problems are satisfactorily resolved;Sources new sales opportunities through inbound lead follow-up and outbound cold calls and emails; Makes outbound calls to existing accounts, as well as prospects;Collects required customer information in order to complete product orders to company standards; Places, edits, or cancels orders as requested by customers;Maintains detailed records by checking customers buying history and updating details regarding the current transaction or need; Upsells order by suggesting related and new items;Provides clerical and administrative support to the Sales Team;Collects payment information and enters into the system; Handles outstanding payment issues professionally and tactfully with all customer accounts;Resolves customer issues/concerns or directs requests and unresolved issues to the Customer Care Director or Manager;Serves as a liaison between the customer and various departments within the organization;

• Coordinate with Talent Management and Development team to schedule training/educational sessions and deploy eLearning modules• Influence internal client relationships for optimal participation in training programs• Deliver learning programs while meeting effectiveness guidelines and ensuring discussion-based learning• Evaluate and measure ongoing development curriculum and related training materials; recommend and coordinate updates to existing training material for continuous improvement of course content and program delivery techniques• Assist in creating new training programs with support from subject-matter experts• Design and utilize learning activities for training participants to ensure transfer of learning

• Developed traditional classroom and web-based training materials to support associated business (high volume call-center) process changes, including new hire training and career development sessions• Designed training curriculum to improve claims processes and reduce average call handle time• Designed and maintain content on the Operations SharePoint• Coordinated training for U.S and Canadian call centers• Managed collaboration between Operations Management and Training teams to develop an online product knowledge base to assist call center agents.

• Supervised the day-to-day operation, of a team of 6 GAP Escalations Claims Adjusters (Call- Center). • Designed and facilitated New Hire and Refresher Training sessions for GAP Adjusters and Customer Service Representatives.• Communicated with Client Relations, Field Agents, and other business partners to ensure high profile GAP claims are processed in a timely fashion.• Coordinated efforts to ensure the company maintained a positive image on all social media platforms.• Responsible for hiring, coaching and development of Senior GAP Claims Adjusters. • Participated in succession planning, quality assurance, compensation recommendations, and workforce planning efforts.

• Supervised the day-to-day operation, of a team of 31 GAP Customer Service Representatives and 18 Tire and Wheel Claims Adjusters (high volume call-center)• Monitored inbound calls to ensure CSRs and Tire and Wheel Adjusters were delivering quality Customer Service• Designed and facilitated New Hire and Refresher Training for GAP CSRs and Tire and Wheel Adjusters• Responsible for hiring, coaching and development of CSRs and Adjusters.• Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.• Demonstrated leadership by making improvements to work processes and helping to train others.

• Adjudicated Tire and Wheel, Paintless Dent Repair and Windshield claims per the terms and conditions of the respective contracts• Fostered positive employee relationships through communication, training and development coaching.• Collaborated with management team to implement new work procedures or policies.• Conferred with other supervisors to coordinate operations and activities within or between departments.

• Dedicated Claims Adjuster to Coca-Cola Refreshments USA, Inc. Litigation Team• Paid and processed claims within designated authority level.• Communicated with personnel and legal counsel on claims involving litigation.• Obtained necessary information to complete proper evaluation of injury claims.

• Dedicated Claims Adjuster to several large National Accounts (RaceTrac Petroleum, Inc., J.M. Huber, Atlanta University Consortium, SAVA SeniorCare, New Palace Casino, Consolidated ContainerServices) Auto/General Liability.• Obtained necessary information to complete proper evaluation of injury claims.• Determined appropriate reserve levels in accordance with expected payouts.• Led investigations into significant mid- and high-exposure claim incidents.• Worked with legal department to handle complicated claims.• Sourced and oversaw vendors such as litigation management professionals and expert witnesses.

• Researched and verified insurance policy coverage.• Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.• Performed investigations, evaluated, negotiated and settled total loss auto claims in collaboration with customers, auto body shops and service providers.

• Dedicated Claims Adjuster to large litigated Personal Lines Automobile Claims• Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.• Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.• Communicated with other departments to establish action plans and manage open claims to closure.• Assessed and conducted negotiations within authority limits to settle claims.• Obtained necessary information to complete proper evaluation of injury claims.• Contacted injured parties and legal representatives to negotiate final settlements for claims.

• Dedicated Adjuster to Cingular Wireless and Avado Brands, Inc. (Auto/General Liability)• Conducted interviews, gathered detailed information and completed field investigations.• Obtained necessary information to complete proper evaluation of injury claims.• Contacted injured parties and legal representatives to negotiate final settlements for claims.• Interviewed claimants, medical specialists and employers to determine pertinent claim information.

• Dedicated Construction Claims Adjuster (Auto/General Liability)• Recommended settlement offers and negotiated payment arrangements.• Conducted interviews, gathered detailed information and completed field investigations.• Obtained necessary information to complete proper evaluation of injury claims.• Drafted statement of loss to summarize damages, payments and underlying policy coverage.