At THD Alacrity Solutions, I direct daily placements, hotel bookings, room changes, and extensions for high-priority customer inquiries. I serve as the liaison between insured clients and adjusters, resolving escalations during high-stress stays while managing specialty accounts and ALE limits.
Previously at Alacrity Solutions, I handled 150+ customer inquiries and 50+ live chats daily, maintaining 98% positive feedback and 95% response accuracy. By reorganizing ticket queues around urgency, I reduced resolution times by 40% and achieved a 95% first-contact resolution rate.
At PuroClean, I improved document and communication workflows, cutting paper processing time by 40% and increasing response times by 50%. I also supported scheduling, compliance audits, data accuracy, and expense reconciliation.
I bring operational discipline from my Agile work at CGI Canada, where I facilitated standups, sprint planning, and backlog refinement using Jira and Confluence. I enjoy improving processes, de-escalating incidents, and delivering reliable support when customers need it most.
