Washburn University

Contact Center Manager at CommunityAmerica Credit Union

Overland Park, Kansas, United States

CommunityAmerica Credit Union

Contact Center Manager

Contact Center Team Lead

Proactively improve department processes to gain efficiencies and support team goals.• Monitor and adjust workload daily to ensure work is complete and service levels are met.• Identify training opportunities and provide additional resources to support quality goals.• Collaborate with business partners to constructively improve department guidelines and measures.• Resolve escalated issues by researching and acting upon issues to provide resolution and customer satisfaction.

Zurich North America

P&C Customer Service Team Lead

Provide timely resolution to claims by establishing strategy and case evaluation.• Negotiate settlement of claim by creating appropriate strategy and using appropriate tools.• Proactively communicate information and respond to inquiries from customers.• Provide expertise on gap coverage and processes to adjust claim.• Document claim file by updating claim information within the best practices set.

Gap Claims Adjuster

Provide resolution to inbound telephone calls and emails from customers and account executives.• Complete certificates of insurance within stated service level agreements and accuracy requirements.• Partner with other areas of the business to ensure customer resolution.• Participate and provide expertise on various department initiatives such as the certificate and ID card transformation.• Identify and resolve issues while referring to policies, procedures, and standards.

Amanda Broome