Welding

Responsible for high-volume order processing of hardware, services, and complex technology solutions for 1200+ unique customers. Determine program discrepancies and recommend resolutions by applying an in-depth understanding of customer and vendor contracts. Review terms and conditions of customer sales for team of 13 sales representatives. Resolve discrepancies between customer quotes and purchase orders by providing excellent customer service and follow-up. Coordinate product and service deliveries with varying lead times and participate in project kick-off meetings. Assist customers with product return procedures and credits. Perform accounting duties including customer invoicing and accounts payable.

Responsible for the review of time and material entries by technicians to ensure completeness and accuracy of billable activities. Determined eligibility of non-billable warranty and/or maintenance activities under customer contracts. Migrated billable activities into an Access database, calculated commissions, generated reports and distributed finalized reports to technicians and the payroll administrator. Assisted customers with dispute resolution – performed audit of time and material entries, interviewed technicians to obtain additional information, and authorized credits due. Scheduled accident repairs for company-owned vehicles and assisted the Fleet Manager with the coordination of maintenance for 450+ vehicles.

Understood individual and commercial insurance products, determined customer insurance needs by soliciting appropriate information, and processed applications and policy changes. Reviewed policies for new customers to align existing policies with State Farm’s product offerings. Assisted existing customers with policy changes based on the customer’s changing needs, new products availability, and optimal policy bundling discount programs. Recommended insurance products that provided the best comprehensive plan that met the customer’s unique needs and financial situation. Managed customer expectations for rate and billing changes to prepare customers for the financial impact of their elections. Provided administrative support including, but not limited to, office management, multi-line phone support, and supplies management.

Balanced customer support responsibilities with the training, development, and supervision of the licensed customer service representative team. Ensured team members understood individual insurance products, obtained appropriate customer information, and processed applications and policy changes in compliance with company guidelines and state regulations. Focused on customer retention by presenting product options that balanced the customer’s insurance and financial needs. Promoted to Staff Supervisor before completing the first year as a licensed customer service representative for Allstate.

Understood individual and commercial insurance products, determined customer insurance needs by soliciting appropriate information, and processed applications and policy changes. Reviewed policies for new customers to align existing policies with State Farm’s product offerings. Assisted existing customers with policy changes based on the customer’s changing needs, new products availability, and optimal policy bundling discount programs. Recommended insurance products that provided the best comprehensive plan that met the customer’s unique needs and financial situation. Managed customer expectations for rate and billing changes to prepare customers for the financial impact of their elections. Provided administrative support including, but not limited to, office management, multi-line phone support, and supplies management.