Samantha Dunham
Quality Analyst at AAA Northeast
- Role
- Quality Specialist at AAA Northeast
- Location
- Milford, MA, US
- LinkedIn followers
- 500 followers
About Samantha Dunham
Dedicated Quality Assurance professional with extensive experience in call evaluation…
Experience
Quality Specialist
Jun 2021 — Present · Providence, RI, US
Roadside Assistance Customer Service*Provides constructive feedback on 340 plus customer service transactional calls per month.*Guides the Member Services Counselor (MSC) so that they can learn and then implement changes needed for one time call and error resolution.*Assisted in creating the Quality Evaluation Form for RAP (Toyota and Lexus) and RAP Other (Hyundai, Honda, Toyota, Lexus, SPRINT, and T-Mobile) lines of business.*Recommends various system enhancements to improve inter departmental efficiencies.*Consistently met with supervisors monthly to discuss trends, give feedback on how to improve training, and process improvements.
Skills
- Customer Service
- Microsoft Excel
- Fixed Annuities
- Business Process Improvement
- Retirement Planning
- Banking
- Mutual Funds
- Risk Management
- Insurance
- Investments
- Claim
- Relationship Management
- Microsoft Word
- Variable Annuities
- Financial Services
- Life Insurance
- Access
- Analysis
- Process Improvement
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