Allie Warmerdam

• Conduct weekly quality audits for CCAST to ensure compliance, accuracy, and process adherence.

• Perform spot audits for Member Services to identify opportunities for improvement, and maintain service quality.

Review and update knowledge base articles to ensure accuracy, clarity, and alignment with current procedures.

• Manage the vendor call recording email inbox, ensuring timely review, organization, and follow-up.

Provide support to team members by answering questions, clarifying procedures, and sharing best practices.

• Completed assigned tasks with little or no supervision.
• Followed established guidelines and procedures for maximum regulatory compliance.
• Monitored processes, and recommended methods for improvement.
• Managed and resolved complex producer service cases, ensuring timely and accurate processing.
• Served as a subject matter expert by assisting peers with questions, concerns, and case guidance.
• Handled escalated calls from members and brokers, providing empathetic support, and effective solutions.
• Built rapport with members and brokers to ensure they felt understood, valued, and well-informed.

• Resolved customer inquiries, complaints, and issues with empathy and compassion.
• Answered inbound calls to greet and assist customers with various needs and questions.
• Educated members on plan benefits to ensure they felt confident and well-informed about their coverage.
• Collaborated on a cross-department project supporting Producer Services, which led to a successful transition into that department.
• Provided empathetic, solution-focused service to resolve concerns, and build lasting member trust.

• Handled high-volume inbound calls, scheduling service appointments, and coordinating transportation for customers.
• Delivered exceptional customer service by addressing concerns, answering questions, and ensuring a premium brand experience.
• I took payments and assisted with warranty claims.
• Responded to customer requests for products, services, and company information.

• Managed front desk operations, including answering calls, responding to emails, and booking services for walk-in and scheduled clients.
• Delivered exceptional hospitality by greeting guests, anticipating needs, and ensuring a welcoming experience.
• Provided guests with relevant local information and recommendations.
• Maintained a high level of professionalism and customer care to promote repeat business and positive reviews.