I have worked within three Line of Business throughout the years with the same account:
Customer Service Representative 2019 to 2020
● Answering approximately 150 inbound calls per day in a friendly and courteous manner.
● Assisting customers with package inquiry and offering possible solutions.
● Providing information on additional products and services.
● Following conversational scripts provided UPS and keeping the customer calls to 5 minutes.
● Escalating customers to my supervisor, only if needed.
Investigation 2020 to 2021
● Answering approximately 10 to 15 inbound calls per day.
● Assisting customers with packages that are under investigation which were commonly lost on delivery or while in transit.
● Doing outbound calls with customers to verify information as well as calling to inform the current state of their investigation.
● Processing investigations to have it close as positive/found or negative where UPS issues the claim.
Claims January 2022 to June 2022
● Working as an approver where as we check the quality of the auditors' work.
● Approving claims for at least 80 cases per day.
● Joining weekly meetings with the Quality Team and with the client.
● Sending End of Day reports via emails
