Alecia Gabrielle Woodford
Jackson
Summary
I am a results-driven professional with a passion for exceeding targets and delivering projects that make a significant impact. My experience in leading cross-functional teams has honed my ability to optimize processes and drive innovation, ensuring that every goal is not only met but surpassed. I thrive on problem-solving and decision-making, always with a strong commitment to achieving company objectives. My exceptional communication and interpersonal skills have been key in fostering productive collaborations, enabling me to work effectively with others to create success. I am dedicated to making a positive difference and contributing meaningfully to the organizations I serve.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Subject Matter Expert
Crash Champions Collision Center
11.2020 - Current
- Relayed concise and detailed descriptions of vehicle damage to claim adjusters, appraisers, and estimators.
- Completed each component of vehicle intake including damage mapping, detailed photo packages of vehicles, DTC diagnostics, and claim/insurance verification.
- Provided explanations to customers: deductibles, types of coverages (collision, comprehensive, liability), claim decisions, damage severity, and repair processes from intake to completion.
- Followed all insurance "Direct Repair Processes" (DRP) and entered information in computer systems.
- Communicated with major and independent insurance companies on daily basis to discuss claims, customer concerns, and unrelated damages.
- Coordinated appointment with onsite and offsite vendors (dealerships, mechanic shops, upholstery shops, ADAS technicians, office maintenance teams, etc)
- Interacted with 75-100 customers daily by phone, email, or in-person to provide vital information.
- Maintained positive customer relations by addressing problems and implementing successful corrective actions.
- Performed customer follow-up calls after vehicle pick up to confirm complete satisfaction.
- Customized and sent 200+ daily updates for customers on individual claim/vehicle basis.
- Answered multi-line phone system, routed calls, delivered messages to staff and greeted incoming visitors.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Reconciled account files and produced monthly AR (Account Receivable) reports.
- Proactively pursued outstanding payments from customers and insurance companies, utilizing strategies to ensure timely collection of funds.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, interpersonal service skills and analytics to resolve customer concerns and promote customer/employee retention.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Dispatch Administrator
Marjam Supply Company
07.2019 - 03.2020
- Evaluated current operational processes to help develop, implement and improve practices.
- Communicated daily with 20+ vendors to coordinate appropriate scheduling.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Education
Associate of Arts - General Education
HINDS COMMUNITY COLLEGE
Pearl, MSHigh School Diploma -
PISGAH HIGH SCHOOL
Sandhill, MS05.2018
Skills
- Technology Literacy: Microsoft Word, Excel, Outlook, Teams, Google Docs/Drive/Chat
- CCC One (Collision Estimating Software)
- Mitchell
- Valid Driver's License (2016-present) & Unblemished Driving Record
- Staff Training
- Customer Education
- Administration and Reporting
- Scheduling and Coordinating
Accomplishments
Creative Writing Awards & Publications
Affiliations
- AmeriCorps
- American Red Cross
- Care.com
- Women of Crash Champions
- Mississippi Poetry Society
Certification
CPR and First Aid - American Red Cross (2021)
Teaching English as a Foreign Language - MyTefl (2022)
AdjusterPro - Mississippi Adjuster's License (Estimated completion: October 2024)
Languages
English
Native or Bilingual
Spanish
Limited Working
Projects
Centre Galileo - English Center in Kenitra, Morocco. (2018)
- Tutored high-school-aged children in English Language vocabulary.
- Drafted and executed personalized lesson plans.
- Collaborated with colleagues to ensure excellency in language center.
Hobbies
Creative Writing
Practicing Spanish
Nature Trails
Gem Collecting
Multi-Cultural Celebrations
Timeline
Customer Service Subject Matter Expert
Crash Champions Collision Center
11.2020 - Current
Dispatch Administrator
Marjam Supply Company
07.2019 - 03.2020
Associate of Arts - General Education
HINDS COMMUNITY COLLEGE
High School Diploma -
PISGAH HIGH SCHOOL
CPR and First Aid - American Red Cross (2021)
Teaching English as a Foreign Language - MyTefl (2022)
AdjusterPro - Mississippi Adjuster's License (Estimated completion: October 2024)
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