Tiffany Hamilton

• Reviewed and processed authorization requests for home repairs , ensuring compliance with member plan

• Verified member coverage eligibility to determine if authorization is required

• Collaborated with plumbers, electricians and other service providers to obtain necessary documentation and information for authorization requests

• Developed strong knowledge of different home warranty plans, policies, and procedures related to authorizations

• Collaborated with the purchasing department to ensure proper parts and materials were ordered for authorized repairs

• Supervised and trained a team of 15 employees, providing guidance and support to maximize productivity

• Collaborated with the manager to develop strategies for achieving sales targets and improving customer satisfaction

• Assumed managerial responsibilities in the absence of the manager, overseeing all aspects of operations

• Resolved customer complaints or concerns promptly, ensuring high levels of customer service at all times

• Demonstrated strong leadership skills by motivating team members towards achieving individual/team targets/goals

• Delivered courteous member service, resolved issues, and preserved member relationships by

answering questions, and providing information on procedures or policies.

• Meet personal/team qualitative and quantitative targets

• Answered 60+ inbound and outbound calls in a timely manner, resulting in a 20% decrease in average call wait time and a 15% increase in first call resolution rate.

• Trained and mentored new agents, resulting in a 20% decrease in training time and an overall

improvement in team performance by 15%.

• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Direct inbound or outbound logistics operations, such as transportation or warehouse activities, safety performance, or logistics quality management.

• Supervise and assign duties to workers engaged to maximize team productivity

• Developed action plans based on analysis findings and implemented solutions to enhance overall company quality and performance.

• Engaged employees to create a safe, energetic work environment through feedback and recognition as safety expert.

• Schedule and dispatch workers, and service vehicles to appropriate locations, according to customer requests, specifications, or needs, using radios or telephones.

• Check to ensure that appropriate changes were made to resolve customers problems.

• Suggest specific product purchases to meet customers needs.

• Stock shelves with products.

• Received and displayed product shipments on store retail shelves upon delivery

• Answered incoming telephone calls to provide store, products and services information

• Used technology resources to assist customers in locating and selecting items and track company

inventory

• Delivered high level of customer service to patrons using active listening and engagement skills.

• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges.

• Processed sales transactions to prevent long customer wait times scanned 60 items per minute on average.

• Learned roles of other departments to provide coverage and keep store operational.