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Work Background
NextivaProject Manager
Jul. 2023Menifee, California, United States• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Provided detailed project status updates to stakeholders and executive management.
• Modeled management and organizational skills and multi-tasked and prioritized in deadline-driven environment.
• Tracked project and labor cost closely
NextivaService Delivery Manager
Dec. 2021Menifee, California, United States• Obtain pertinent information about network, users, devices, and call flow
• Follow pre-defined onboarding process, meeting deadlines, SLAs and ensuring customer's expectations are managed during entirety of onboarding process
• Promptly answer inbound calls and perform troubleshooting steps to resolve customer issues and questions
• Help customers configure telephone extensions, services, and activate equipment
• Assist customers in porting their numbers from previous provider
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Attended staff and client meetings and served as liaison to manage operations for account.
• Meet or exceed productivity metrics while enhancing complete customer experience
• Resolve immediate escalations to ensure customer satisfaction
• Maintain communication with customer and partners through CRM of salesforce.
• Research and resolved barriers to successful system functionality, improving support and issue resolution.
• Oversee implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
• Researched and resolved barriers to successful system functionality, improving support and issue resolution
• Coordinated daily activity and flow of projects through multiple departments to verify on-time product delivery.
Charles SchwabTechnical Support Specialist
Dec. 2020 - Dec. 2021• Through phone-based interactions gathered information through effective probing and listening skills to provide viable solutions and/or alternatives in resolving escalated technical and identity theft client issues
• In this position am highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments to ensure seamless resolution for all client issues
• Ensure client requests are completed within required time frames that align to client satisfaction goals
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Farmers InsuranceLicensed Total Loss Auto Adjuster
Dec. 2019 - Dec. 2020• Negotiated settlements within prescribed authority
• Mitigated and negotiated storage and fees at third party shops
• Supported workload surges operations as needed
• Effective work-list management skills
• Managed complex claims to get UBER drivers back to platform quickly.
• Corresponded with witnesses, claimants, specialists, and agents to compile incident information.
• Negotiated claim settlements when needed.
• Learned and adapted quickly to new technology and software applications
• Proven ability to develop and implement creative solutions to complex problems
USAALicensed Total Loss Auto Adjuster
Jun. 2017 - Dec. 2019Phoenix, Arizona, United States• Managed, handled, and resolved complex Total Loss claims
• Negotiates settlements within prescribed authority
• Mitigated and negotiated storage and fees at third party shops
• Supported workload surges and/or Catastrophe operations as needed
• Served as CSM resource for handling escalations
• Coached and mentored newly hired employees to enhance knowledge and improve skills
• Embraced USAA's mission and actively engage by being Pulse representative for team to drive results and moral
• Effective work-list management skills.
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