CSUSM College of Business

Palomar College

Long Beach City College

Claim Service Manager at Access Insurance Company

• Provide remote technical support to customers, address questions and concerns  regarding  their electric vehicles and provide remote solutions when possible.
• Trouble shoot, assess and identify if mobile service is needed, escalate accordingly and manage the case to completion.
• Develop and foster working relationships with adjacent departments, various levels of management, and technicians, to ensure customer satisfaction.
• Assisted  in development of training materials,  tracking  devices and training and development of remote teams.

Fisker Inc Via PreludeSys

Level 2 Customer Advisor

•	Perform duties of a call center Customer Experience Representative when needed such as handling inbound phone calls, scheduling of delivery appointments, and responding to email correspondence.
•	Create and maintain reports reflecting data gathered and tracked from complaints, reviews, and customer feedback to identify areas of opportunity and help develop solutions and preventive tactics to improve customer experience going forward.
•	Respond to and manage complaints and escalated phone calls from customers transferred from Customer Service Call Center and Stores relating to products, services, deliveries, and overall experience when others have been unable to diffuse or resolve the issue.
•	Address, resolve and respond to negative BBB Complaints, and complaints from other consumer reporting agencies, playing a key role in raising a negative BBB rating to the current A+ rating and continuing to maintain it.
•	Assist in training and development of tools to help improve Howards’ team members abilities to handle and resolve escalated situations before they result in an escalation or negative reviews.
•	Provide coaching, guidance and leadership to team members, sales, and store managers to help diffuse problematic situations and act as liaison with manufacturers, reps, and vendors to help them reach a solution for the customer.

Howard's

Senior Customer Experience Administrator	

•	Comanaged team of 9 Customer Service Representatives to schedule, train, coach and develop employees to meet and exceed company goals and expectations and provide world class customer service to Howards’ customers.
•	Worked directly with Human Resources in hiring, orientation, and training of new team members.
•	Responsible for call monitoring; coaching to improve performance and employee reviews.

Customer Service Manager

•	Contacted clients upon failure to make payments and collected or scheduled payment; determined if failure to pay was due to dissatisfaction; addressed and resolved client’s complaints in effort to retain customer.
•	Negotiated with customers to renew contracts and retain business; identified and pursued potential up sell opportunities.
•	Used my persuasive attitude, excellent customer relationship skills, and passion for helping the client, to create lasting bonds with customers; in many cases, generating additional sales and referrals in addition to retaining the customer.
TAMARA MIRANDA NAPIER
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Professional Experience Continued

•	Took escalated calls from dissatisfied clientele and handled exit interviews from clients looking to cancel as final attempt to retain them.
•	Played an integral role in reaching the company’s goal to increase clientele by 25% in a 4-month time frame through collections, retention, and customer satisfaction, increasing the company revenue, aiding in company growth, and improving customer reviews on several leading review sites. 
•	Analyzed customer feedback, business trends and complaint patterns to assist in the development of aggressive retention strategies. 
•	Assisted with development and implementation of a QA Team, creation of call monitoring process and QC Checklist; worked closely with QA and leadership to improve customer satisfaction.
•	Assisted in the training process of new team members, including creating training manuals, side by side training and call monitoring to improve customer service and client retention.
•	Communicated with customers, project managers, sales, QA, IT, and leadership to identify areas of opportunity and help develop solutions to client dissatisfaction through product and service improvement and development.

Instaboost Media

Senior Retention Specialist 

•	Manage daily activities of up to 10 direct reports in a Customer Service call center handling Durable Medical Equipment 
•	Took ownership of the dispatching team, creating tools to increase and improve efficiency, timeliness, and accuracy of assignments to ensure we met and exceeded SLA’s and ensure all actions are HIPAA compliant.
•	Handle escalations and complaints as well as highly sensitive patient situations such as with Hospice patients
•	Updated and built new processes and created training tools to ensure the department was operating at the highest level of performance and efficiency.

Dynamic Medical Systems

•	Manage daily activities of up to 18 direct reports in an insurance call center, taking first notice of loss; fielding questions on status of existing claims
•	Develop, run and evaluate daily productivity and Call center performance reports by collecting, analyzing, and summarizing data and trends and utilize to improve team performance
•	Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking and state-of-the-art practice
•	Accomplished organization goals by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments 
•	Monitor multiple programs within the Department to ensure that milestones and deliverables are achieved according to the quality standards and Key Performance Indicators 
•	Increase the efficiency of supporting departments through effective communication with each function
•	Drive initiatives in the management team and organizationally that contribute to long-term operational excellence that will allow for scalable growth
•	Maintain strong partnerships with IT to understand potential business impact; provide meaningful updates to managing parties
•	Identify, improve, evaluate and drive internal processes; Support long-term strategy, including an initiative geared toward operational excellence
•	Support long-term strategy, including an initiative geared toward operational excellence
•	Provide ad hoc analysis of trends and forecasting
•	Identify, improve, evaluate and drive internal processes

Access Insurance Company

Claim Service Manager

The industry leader in Dress out Clothing and specialized package programs nationwide.; Supervise daily activities of 35 direct reports in a call center environment; instill	and set forth expectations of quality and professionalism
Conduct interviews, performance reviews, training and team building activities, office events and parties
Develop, run and evaluate daily productivity reports; 
Resolve all customer complaints, Better Business Bureau inquires, State Attorney General requests and other potential legal issues
Increased customer satisfaction ratings resulting in an increase of 30% business growth per year
Coordinate with various staff for operational support activities of the unit; serve as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems
Developed and implemented training programs, department procedures and other process improvements which are projected to save the company more than $250,000 per year. 
Initiate, implement and complete concurrent ad hoc project; Provide ad hoc analysis of trends and forecasting

Union Supply Direct

Customer Service Assistant Manager

A nationwide loan signing company that streamlines the loan closing process

Professional Settlement Services

Customer Care and Quality Control Supervisor 

Supervised daily activities of 7 direct reports including interviews, trainings and performance reviews
Managed notaries nationwide
Maintained and negotiated contracts with independent contractors
Managed multiple concurrent projects
Monitored and ensured utmost quality of service and that all standards and expectations are being exceeded 
Initiated and executed ongoing process improvements

Professiona Settlement Services

Customer Care and Quality Control Supervisor

Auto division of the worlds leading financial institution; Managed 85+ repossession vendors nationwide, monitored success rates, verified vendors were working within and exceeding parameters of company expectations
Helped save company over $3,000,000 through contract negotiations and process improvements
Provide support for collectors, managers and vendors for problems with communication software and programs
Maintained vendor files and assisted in preparation of support for internal and external audits
Instrumental in improving customer-satisfaction ratings through development, and implementation of new reporting procedures
Developed, wrote and trained new employees on department policies and procedures
Collected total amount due from customers to reinstate repossessed vehicles  
Evaluated individual customer financial situations and offered appropriate financial solutions such as extensions, modifications and refinances

Tamara Napier