Aaliyah Tucker
Warner Robins
Summary
Skilled Complaint Analyst with a proven track record at GEICO, enhancing product services and customer trust through insightful complaint data analysis and effective communication. Excelled in high-stress situations, demonstrating exceptional teamwork and Microsoft Office proficiency. Achieved increased resolution rates, showcasing a blend of technical and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Complaint Analyst
GEICO, Government Employees Insurance
08.2020 - Current
- Provided valuable insights from complaint data analysis that led to improved productsservices.
- Ensured transparency during investigation processes which resulted in better trust between customers and organization.
- Increased resolution rates by developing clear communication channels with customers throughout the complaint process.
- Collaborated with other departments to implement corrective actions based on complaint analysis findings.
- On time response to the Department of Insurance/BBB.
- Work quickly to resolve escalated customer concerns.
- Handle Supervisor/Manager call back requests.
Customer Service Representative
GEICO, Government Employees Insurance
05.2018 - 08.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Internet /Mobile ERS Dispatcher
GEICO, Government Employees Insurance
11.2015 - 05.2018
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Same as ERS/Accident Tow, but done via online only
- Quick and Efficient.
Accident Tow Representative
GEICO, Government Employees Insurance
11.2015 - 05.2018
- Same as ERS work description.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Emergency Road Service Dispatcher
GEICO, Government Employees Insurance
11.2015 - 05.2018
- Managed complex situations calmly and professionally, maintaining clear lines of communication with all parties involved in an emergency response effort.
- Supported continuous improvement initiatives by regularly reviewing dispatcher processes and recommending enhancements as needed.
- Handled sensitive information discreetly, following strict confidentiality guidelines to protect caller privacy and safety.
Education
Associates - Occupational Therapy
Middle Georgia State University
Macon, GA05.2018
Skills
- Microsoft office
- Complaint handling
- Teamwork
- Teamwork and collaboration
Timeline
Complaint Analyst
GEICO, Government Employees Insurance
08.2020 - Current
Customer Service Representative
GEICO, Government Employees Insurance
05.2018 - 08.2020
Internet /Mobile ERS Dispatcher
GEICO, Government Employees Insurance
11.2015 - 05.2018
Accident Tow Representative
GEICO, Government Employees Insurance
11.2015 - 05.2018
Emergency Road Service Dispatcher
GEICO, Government Employees Insurance
11.2015 - 05.2018
Associates - Occupational Therapy
Middle Georgia State University
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