Eddie Gwin
Garden Grove,CA
Summary
Dynamic professional with a proven track record at AAA Auto Club Group, enhancing customer retention and satisfaction through effective problem-solving and loyalty strategies. Skilled in documentation and analytical thinking, excel in fast-paced environments, demonstrating exceptional teamwork and time management abilities. Achieved significant improvements in operational efficiency and customer service standards.
Overview
14
14
years of professional experience
Work History
Retention Specialist
AAA Auto Club Group
07.2016 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
Policy Management Specialist
AAA Auto Club Group
08.2014 - 07.2016
- Acted as a subject matter expert on policy matters within the organization, offering guidance and support to colleagues when needed.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Posted payments to accounts and maintained records.
- Processed and recorded new policies and claims.
- Maintained confidentiality of patient finances, records, and health statuses.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Modified, updated and processed existing policies.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Coordinated with contracting department to resolve payer issues.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Alarm Dispatcher
General Monitoring Services
06.2011 - 08.2014
- Provided exceptional customer service by calmly addressing concerns from callers during stressful situations.
- Conducted thorough follow-ups on resolved incidents for data collection purposes.
- Enhanced response times by prioritizing emergency calls and accurately routing them to appropriate agencies.
- Maintained accurate records of alarm incidents, ensuring all necessary information was documented for review and analysis.
- Reported any incidents immediately to local law enforcement.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Skills
- Customer feedback analysis
- Upselling and cross selling
- Retention marketing
- Documentation skills
- Data review
- Decision-making
- Relationship building
- Microsoft office
- Analytical and critical thinking
- Willingness to learn
- Teamwork
- Time management
- Multitasking
Timeline
Retention Specialist
AAA Auto Club Group
07.2016 - Current
Policy Management Specialist
AAA Auto Club Group
08.2014 - 07.2016
Alarm Dispatcher
General Monitoring Services
06.2011 - 08.2014
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