Xander Lee Email & Phone Number

Richardson, Texas

Dallas/Fort Worth Area

Made and advised customers of liability decisions on complex claims such as liability disputes and comparative negligence situations.Communicated with customers via phone, e-mail, and fax to gather all necessary information and keep customer informed on claim status.Obtained and reviewed evidence such as recorded statements, witness statements, police reports, photographs, and videos.Handled first party medical claims under Personal Injury Protection and Medical Payments coverage.Work closely with Special Investigation Unit to resolve coverage concerns as well as claims with potential fraudulent claim activity.Reviewed and interpreted policy contracts to ensure proper claim handling.Served as mentor to new associates in training.

Dallas/Fort Worth Area

Coached new associates during transition phase from classroom training to call center.Was directly responsible for coaching and development of four associates during transition phase.Monitored associates calls for quality and customer interaction.Reviewed associates files for quality.Tracked associate performance and met with transition supervisor to discuss development plans.

Dallas/Fort Worth Area

Provided fantastic customer service in a high call volume call center environment.Received customer calls to set up initial loss reports in claim reporting database.Obtained information crucial for investigation.Made and advised customers of liability decisions on simple liability claims.Evaluated facts of loss for potential fraudulent claim activity.Remained flexible in handling unique situations such as catastrophe losses and disaster recovery.Guide claims through hand off process to auto damage team for assessment of property damage. Calculated and issued loss payments as warranted.Maintained up-to-date daily activity work plan.Consistently rated in top tier on team.

Dallas/Fort Worth Area

Acted as single point of contact for all technical requests and issues for a group of select clients.Managed and escalated issues to dedicated support team to ensure the resolution of customers’ technical support, service and infrastructure needs.Proactively and reactively interfaced with customers in the management of technical issues as well as collaborating in planning and implementation of new services.Proactively monitored customer environment and escalated any potential issues to the dedicated support team.

Dallas/Fort Worth Area

Responsible for monitoring phone queue and ticket queue along with assisting customers by telephone, email, and ticket system.Served as tier 1 incident response, providing first call resolution of all incidents.Responded to and resolved Tier I tickets while maintaining excellent customer service. Fulfilled requests for information, changes to user account information, resetting passwords and application, operating system, and hardware configuration changes.Documented customer environments, solutions and procedures.Analyzed system logs and identified potential issues with computer systems.Performed daily system monitoring, including: verifying the integrity and availability of all hardware, server resources, systems and key processes.Responded to system and application alerts.Worked with clients to implement system changes and resolve issues.Articulated technical concepts to a variety of audiences.Collaboration with tier two and three administrators to resolve alerts and events as needed.

Arlington, Tx

Responsible for training all new area team members.Completion of team member schedules.Monitored staffing levels to ensure weekly budgets goals were met.Ensured that all team members followed park/departmental policies and procedures.Held daily team meetings with area leadership to ensure that the team had all tools necessary to accomplish their daily goals and were up to date on all park events.Daily interaction with guests including concern resolution.Ensured that all daily administrative paperwork was completed.Assisted in development of department manuals, policies, and procedures.Coaching and counseling team members throughout employment process.Worked collectively with all departments to ensure guests had a positive park experience.Assisted Human Resources department with recruiting, interviewing, and hiring paperwork.Developed training program that reduced operator caused ride downtime by 81% year over year.Received Perfect Attendance Award 2006-2009.