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auto claims representative resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Call Center Representative versed in customer support in high call volume environments. Skilled Fraud Prevention Representative committed to addressing customer concerns with speed, accuracy and professionalism to minimize customer dissatisfaction in order to increase customer loyalty. Energetic and enthusiastic insurance professional motivated to succeed in a fast-paced and deadline-driven professional environment. Comprehensive knowledge of automobile claims handling.
Accomplishments
  • I was promoted from a fraud prevention analyst to a fraud prevention specialist within a year at the Macy's call center.
  • A year after that, I was promoted to Fraud prevention Lead who supervised a team of 13 fraud prevention analysts.
  • I also had the opportunity to create projects that would improve departmental policies and procedures on a consistent basis.
  • At State Farm, I received numerous recognition awards for exceeding key performance indicators.
  • A year into claim handling, I was selected to be my teams spokes person for our customer service leader committee. 
  • I was also chosen to lead my teams innovation central board.
Skills

  • Active listening skills
  • Strong problem solving ability
  • Dedicated to process improvement
  • High customer service standards
 
  • Property claims
  • Analytical
  • Sharp communication skills
  • Team player
  • Thrives under pressure
Experience
01/2016 to Current
Auto Claims Representative Liberty Mutual Chicago, IL,
Obtained all necessary information to complete proper evaluation of property claims. Identified and collected evidence and determined its value to a specific claim. Promoted client retention through high-quality service and follow through. Shared best practices with my team to improve claims processing. As the business function spokes person for my team, i created projects to help improve moral, and achieve higher customer service ratings. I conducted an innovation board for my team and submitted processing ideas for review. 
07/2015 to 01/2016
Fraud Prevention Lead Synnex Corporation Southaven, MS,

Successfully managed and mentored an average of 13 new and tenured fraud prevention representatives. Effectively communicated with team members to maintain clearly defined departmental expectations. Coached team members on specific behaviors based on their greatest area of opportunity, to improve individual departmental scores. Maintained up-to-date records of my teams department statistics at all times. Trained the entire fraud prevention department how to utilize our new systems, through manuals and power points I created. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the fraud prevention department.

06/2014 to 06/2015
Fraud Prevention Spcialist Paradies Lagardère Travel Retail Bensenville, IL,
As a fraud prevention specialist I built customer loyalty by placing follow-up calls for customers who reported credit card and online order issues. I de-escalated calls by making reasonable procedure exceptions to accommodate customer requests. I formulated procedures to be implemented in the department's policies. Coached new hired classes along with cross trained representatives in other departments. On a regular basis I would assist fraud prevention analysts with their questions and concerns.
07/2013 to 07/2014
Fraud Prevention Analyst Macys Call Center City, STATE,

Achieved customer satisfaction by completing inbound/outbound verification for credit card services. Screened online orders for fraudulent activity. Partnered with banks merchant services department to complete bank verification for online orders. Reached out to banks authorization department to remove authorization holds from card holders' account for canceled orders. Submitted claims for compromised gift cards. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely manner by resolving customer complaints promptly and professionally.

03/2013 to 07/2013
Crew Member Chipotle City, STATE,

Served fresh, hot food with a smile in a timely manner. Accurately measured ingredients required for specific food items. Properly portioned and packaged take-out foods for customers. Carefully maintained sanitation,health and safety standards in all work areas.

01/2011 to 07/2013
Sunday Volunteer Catalyst Cafe City, STATE,

Correctly received orders while processing payments and responded appropriately to guest concerns. Communicated clearly and positively with co-workers and management. Prepared and served beverages such as coffee, tea and fountain drinks. Maintained documentations of profits made for the day electronically and on paper.

11/2009 to 11/2011
Sunday Volunteer Catalyst Bookstore City, STATE,

Opened and closed the bookstore while being a sales representative. Restocked merchandise and took inventory of our products. Correctly and professionally processed payments and responded appropriately to guest concerns. Maintained documentation of profits made for the day electronically and on paper.

Education and Training
Expected in 2014
Associate of Arts: Psychology
Phoenix Community - , AZ
GPA:
Psychology 3.6
Expected in 2009
High School Diploma:
Tolleson Union High - , AZ
GPA:
3.4
Activities and Honors
Skills
Call Center, creative problem solving, credit, critical thinking, customer satisfaction, customer service, documentation, health and safety standards, inventory, listening, multi-tasking, organizational skills, processing payments, public speaker, sales, statistics, time management, claims processing, innovation.

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Resume Overview

School Attended

  • Phoenix Community
  • Tolleson Union High

Job Titles Held:

  • Auto Claims Representative
  • Fraud Prevention Lead
  • Fraud Prevention Spcialist
  • Fraud Prevention Analyst
  • Crew Member
  • Sunday Volunteer
  • Sunday Volunteer

Degrees

  • Associate of Arts
  • High School Diploma

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