CHRISTINA SMITH
Hamilton,ON
Summary
Experienced Senior Customer Service Executive with a personable demeanor, expert problem-solving, and strong communication abilities. Over a decade of success enhancing customer satisfaction, optimizing business performance, and crafting strategic customer service solutions. Committed to fostering positive customer relationships, driving retention, and advancing the company's mission.
Overview
10
10
years of professional experience
Work History
Auto Claims Adjuster
AllState
01.2022 - 04.2023
- Negotiated with claimants to settle claims, resulting in 95% claims settlement rate, exceeding industry standards.
- Demonstrated keen ability to assess claims and allocate appraisers and field adjusters, ensuring prompt evaluation of damages and injuries. Coordinated receipt of repair estimates in alignment with client guidelines, leading to 20% reduction in claims processing time.
- Proficiently managed various software applications, including Assist Plus, Microsoft OneNote, and Avaya One, streamlining claim processing and enhancing operational efficiency.
- Successfully juggled multiple computer applications while managing high volume of inbound and outbound calls daily, showcasing excellent multitasking skills and maintaining 85% customer satisfaction rating.
- Utilized analytical approach to evaluate police reports, video footage, previous insurance claims, and other pertinent information, contributing to 15% increase in accuracy of claim assessments.
- Demonstrated proven ability to prioritize and manage multiple responsibilities, ensuring claims were processed promptly and accurately.
Claims Administrator
Ministry of Economic Development
11.2021 - 05.2022
- Cultivated and nurtured productive relationships with stakeholders, enhancing claims lifecycle. This resulted in 20% increase in stakeholder satisfaction and 15% reduction in claims processing time.
- Spearheaded optimization of case management by establishing best practices, leading to 30% improvement in operational efficiency and 10% decrease in errors.
- Leveraged my expertise in Transfer Payment Ontario (TPON) IT system to access, review, and assess applications from public to government programs. Achieved 95% accuracy rate in application assessments, ensuring fair distribution of funds.
- Demonstrated strong understanding of eligibility criteria, accurately escalating or rejecting cases, preventing fraudulent claims and saving organization
- Took initiative to engage in outreach activities by managing generic mailbox, collaborating with lead for stakeholder outreach. This approach increased rate of obtaining additional information by 25%, resulting in more efficient and informed decision-making.
Client Service Specialist
Buchanan Technologies
01.2021 - 11.2021
- Maintained accurate record-keeping with proactive attention to client information updates
- Demonstrated exceptional customer service skills by assisting a large volume of clients daily with positive attitude, achieving an impressive 90% customer satisfaction rate. Clients consistently commended my dedication and focus on their needs.
- Enlightened clients on related Ministry of Health-approved resources for additional information and directed them to public health websites
- Adhered to Ministry of Health Standards, policies, and procedures to provide accurate information for quality assurance
- Successfully managed sensitive client information with confidentiality and discretion
- Used programs such as Salesforce, Microsoft note, and Microsoft teams.
Cabin Service Supervisor
Menzies Aviation
10.2018 - 09.2021
- Effectively supervised and managed up to 30 employees, displaying strong leadership and coordination skills to allocate staff and resources, ensuring the fulfillment of service standards for customers. This resulted in a 25% improvement in on-time service delivery and a 15% increase in overall customer satisfaction
- Successfully handled interactions with diverse clientele, including major airlines such as Sunwing, KLM, Flair, and Air France, establishing strong working relationships and delivering top-notch service.
- Increased health and safety management metrics by ensuring all employees were made aware of the regulatory compliance measure
- Completed audits and security checks in accordance with company policy and legislation
- Coordinated with the maintenance team to ensure adequate stock levels were always maintained, assisted with other miscellaneous duties as assigned, and ensured regular operational briefings were performed with staff.
Cabin Service Supervisor
Air Canada
05.2016 - 09.2018
- Actively identified and implemented system and workflow improvements to enhance the team's efficiency. These enhancements led to a 20% increase in productivity, reducing operational costs and optimizing resource allocation. Followed workplace safety and personnel rules and regulations
- Cleaned and serviced aircraft and interiors; collected and removed trash from waste receptacles, vacuumed, dusted, polished, and wiped all aircraft fixtures, seats, and glass windows
- Ensured that all flights were groomed to company standards and departed on time
- Identify system and workflow improvements to enhances team's efficiency.
Shift Supervisor
Booster Juice
10.2014 - 04.2018
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within
- Helped store management meet standards of service and quality in daily operations
- Responded to and resolved customer questions and concerns
- Trained new employees and delegated daily tasks and responsibilities.
Assistant Manager
The Source
05.2013 - 01.2016
- Mentored team members to enhance professional development and accountability in the workplace
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Reviewed sales and gross profit report to assess company efficiency
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Strong attention to details.
Education
High School Diploma -
York Memorial Collegiate
06.2009
Skills
- Communication Skills
- Customer Relationship Management
- Computer Proficiency Skills
- Project Management Skills
- Team Management
- Microsoft Word, Excel, PowerPoint
- Time Management Skills
- Problem Solving
- Customer Support
- Data Entry
Timeline
Auto Claims Adjuster
AllState
01.2022 - 04.2023
Claims Administrator
Ministry of Economic Development
11.2021 - 05.2022
Client Service Specialist
Buchanan Technologies
01.2021 - 11.2021
Cabin Service Supervisor
Menzies Aviation
10.2018 - 09.2021
Cabin Service Supervisor
Air Canada
05.2016 - 09.2018
Shift Supervisor
Booster Juice
10.2014 - 04.2018
Assistant Manager
The Source
05.2013 - 01.2016
High School Diploma -
York Memorial Collegiate
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