Clarissa Welch
Waukegan
Summary
Dynamic professional with extensive experience welcoming visitors, assessing needs, and directing them to appropriate resources. Strong typing skills enable precise production of correspondence, reports, and various documents. Proven track record in efficiently scheduling appointments and meetings while delivering exceptional customer service. Excellent interpersonal and communication abilities, complemented by proficiency in Microsoft Office applications, ensure seamless administrative support.
Overview
25
25
years of professional experience
Work History
Allendale Association
01.2016
- Receptionist, On Contract
- Answered phones and resolved client inquiries.
- Managed scheduling client appointments with the appropriate therapist.
- Managed correspondence on behalf of therapists and office team.
- Managed the opening and closing duties for the location.
- Balanced daily settlements by processing transactions and payments.
Contact Center Intake Agent II
Broadspire
11.2022 - Current
- Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy.
- Creates claim files by entering initial loss report information into the Tele Plus system.
- Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach.
- Capable of creating approximately 25 new claim reports in an 8-hour day, remaining in queue at least 98% of the day while ensuring “special handling” procedures are applied.
- Based on loss details, identifies complex damages, and escalates claim.
- Responds to routine inquiries, directs other inquiries to appropriate parties.
- Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem.
- Keeps abreast of internal and external changes and developments.
- Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem.
- Assists supervisor with various duties.
- Recommends new and/or improved procedures to improve efficiencies.
- Maintains a favorable and positive working relationship with internal and external sources.
- Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
- Participates in special projects and performs other duties as requested.
- Recommends new and/or improved procedures to improve efficiencies.
Contact Center Intake Agent, On Contract
Broadspire
02.2021 - 11.2022
- Receives and enters initial Notice of Loss information. Analyzes information and proofreads system entry for accuracy.
- Creates claim files by entering initial loss report information into the Tele Plus system.
- Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach.
- Capable of creating approximately 25 new claim reports in an 8-hour day, remaining in queue at least 98% of the day while ensuring “special handling” procedures are applied.
- Based on loss details, identifies complex damages, and escalates claim.
- Responds to routine inquiries, directs other inquiries to appropriate parties.
- Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem.
- Keeps abreast of internal and external changes and developments.
- Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem.
- Assists supervisor with various duties.
- Recommends new and/or improved procedures to improve efficiencies.
- Maintains a favorable and positive working relationship with internal and external sources.
- Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
- Participates in special projects and performs other duties as requested.
- Recommends new and/or improved procedures to improve efficiencies.
Call Center Agent, On Contract
IDES
09.2020 - 12.2020
- Call Center Operations
- Inbound and outbound call handling
- Complaint handling and issue resolution
Call Center Agent, On Contract
IDES
05.2020 - 07.2020
- Call Center Operations
- Inbound and outbound call handling
- Complaint handling and issue resolution
Receptionist/Order Management Specialist, On Contract
Nosco, Inc.
02.2019 - 10.2019
- Received visitors at the front desk by greeting, welcoming, directing and announcing them appropriately.
- Answered, screened and forwarded incoming phone calls.
- Received and sorted incoming daily mail.
- Maintained office security by following safety procedures and controlling access via the reception desk monitor.
- Produced detailed invoices using Radius.
- Ensured reception area was tidy and presentable.
- Entered incoming orders per current process via Radius.
- Verified all order lines.
- Communicated directly with customer if questions arose on orders.
- Facilitated internal email requests about orders.
- Communicated directly with the internal team and customer to complete the request.
- Consulted Account Manager for support and guidance when needed.
Customer Service/Administrative Assistant
Nicholas Financial, Inc.
04.2018 - 11.2018
- Processed and filed dealer contracts, including entering data in the NFI computer system, verifying accuracy of contracts.
- Accepted multiple forms of payment from customers and provided receipts.
- Assisted with credit applications by reviewing applications for credit worthiness according to guidelines and pulled credit bureaus accordingly.
- Assisted Collector with collections by posting payments, communicating with customers by phone and in person.
- Maintained compliance with industry regulations to include Fair Debt Collection Practices Act, Dodd-Frank Act and other federal and state regulations.
Receptionist, On Contract
Pleasant Prairie Premium Outlets
01.2017 - 01.2018
- Provided administrative support for property financial cycle as relates to accounts receivables, procurement card and CTI.
- Supported short-term lease agreements, tracking and reviewing milestones of lease agreements an updating as needed in company system, SLIM.
- Assisted with obtaining and processing monthly rent, tenant sales, and overage rent.
- Performed general office administrative tasks, such as ordering/maintaining supplies and equipment, draft documents for management.
- Provided general administrative support and projects as needed.
Administrative Assistant, On Contract
Gurnee Mills Mall
01.2016 - 01.2017
- Received and directed correspondence on behalf of the location to the appropriate manager.
- Maintained calendar and events on behalf management team.
- Updated logs and directories using Excel.
- Managed billing and entering payments.
Customer Service Associate
Consumers Credit Union
01.2001 - 01.2016
- Assisted customers with their banking and loan needs while managing daily office operations.
- Managed a team of six employees and transitioned new hires through training.
- Consistently met daily shortage goal by ensuring daily transactions and drawer balances did not exceed the location’s goal.
- Recognized by company after meeting monthly sales goals over three-month period.
Education
Bachelor of General Studies (BGS) -
North Park University
Chicago, ILSkills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
Timeline
Contact Center Intake Agent II
Broadspire
11.2022 - Current
Contact Center Intake Agent, On Contract
Broadspire
02.2021 - 11.2022
Call Center Agent, On Contract
IDES
09.2020 - 12.2020
Call Center Agent, On Contract
IDES
05.2020 - 07.2020
Receptionist/Order Management Specialist, On Contract
Nosco, Inc.
02.2019 - 10.2019
Customer Service/Administrative Assistant
Nicholas Financial, Inc.
04.2018 - 11.2018
Receptionist, On Contract
Pleasant Prairie Premium Outlets
01.2017 - 01.2018
Allendale Association
01.2016
Administrative Assistant, On Contract
Gurnee Mills Mall
01.2016 - 01.2017
Customer Service Associate
Consumers Credit Union
01.2001 - 01.2016
Bachelor of General Studies (BGS) -
North Park University