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CLAIMS RESOLUTION REPRESENTATIVE-AUTO
Summary
15 plus years of experience providing customer support in a call center environment for various industries including pharmaceutical, Mortgage and Insurance. Previous Leadership experience as both a Call Center Customer Service Lead and Call Center Supervisor. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship/partnership -building skills; listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes for customers.
Qualifications
Account Management
Critical Thinking
Creative Problem Solving
Customer Service
Data Entry
Organizational Skills
Experience
Claims Resolution Representative-Auto
November 2015 to July 2016Cenergy － Sulphur , LA
November 2015 to July 2016Cenergy － Sulphur , LA
- Licensed in various states including Texas, Illinois, California and several other states.
- Provided superior customer experience while managing claim handling and resolving the most complex claims as assigned.
- Evaluated liability, coverage and settles claims within prescribed procedures and authority.
- Obtained information and maintains accurate records about accidents from customers and claimants through telephone and written reports.
- Responded to various written and telephone inquiries including status reports.
- Arranged and rescheduled appraisals, reviews appraisal reports, communicates with customers, claimants, witnesses, attorneys, 3rd party carriers and repair shops, etc.
- Secured title or other documentation required to sell vehicle for salvage.
- Secured the essential facts about accidents, assesses liability/compensability, negotiate settlements and explain denials to policyholders, claimants, and 3rd party carriers.
- Evaluated loss details for additional parties to be notified or involved in the claim such as PIP/Med Pay, Subro, Rental, SIU and Legal.
- Registered claims, update status notes, establish target dates, communicate with others, and release payments on automated system within limit of authority.
- Executed on outstanding items and moves files to closure expediently.
- Ensured payments processed timely as needed or releases payments once liability decided.
- Ability to handle total loss, collision, property damage liability, and comprehensive claims.
Customer Care Representative II
June 2013 to October 2015Docusign, Inc. － Warrenville , IL
June 2013 to October 2015Docusign, Inc. － Warrenville , IL
- Assisted Walgreen customers with placing product orders, checking product availability, and entering claims related to shortage, overage and damaged products.
- Assisted Walgreen customers by offering product substitutions and alternatives whenever possible; contact manufacturers for delivery information, prices and availability.
- Responsible for providing customers with accurate answers to questions, documenting call interactions according to ABC processes and procedures and addressing complaints regarding products and/ or ordering management system.
- Performed data entry for purposes such as processing orders, accessing previous orders and special orders, and providing customers with current pricing; research any other inquiries as requested.
- Served as a liaison between Walgreen customers and Distribution Centers.
- Communicates with different departments within the Distribution Center to resolve customers request or concerns.
- Complied with all appropriate policies, procedures, safety rules and regulations.
- Completed special projects as assigned by Supervisor and Manager.
Customer Account Executive
November 2012 to June 2013Borgata Casinos － Atlantic City , NJ
November 2012 to June 2013Borgata Casinos － Atlantic City , NJ
- Troubleshoot and resolved technical problems over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and direction in an organized and concise manner.
- Demonstrated ability to establish and maintain effective relationship with customers.
- Researched and identified tends in service/equipment problems and document processes used to correct issues, reported consistent problems to the escalation agent.
- Prepared work orders when required and ensured appropriate procedures were followed.
- Consistently met or exceeded established goals and performance metrics and achieved overall performance goals of the organization.
Quality Coach
August 2009 to April 2011Borgata Casinos － Atlantic City , NJ
August 2009 to April 2011Borgata Casinos － Atlantic City , NJ
- Played a critical role in supporting Benefit Service Center efforts that aimed at building and promoting understanding of the customer experience.
- Provided support as a strategic consultant to an assigned group; analyzing, reporting and educating quality through the lens of the customer.
- Collaborated many sources of customer service data, metrics' and call behavior information to develop analytical and behavioral team trends that are delivered in an executive presentation.
- Actively participated as a member of the customer service operations team; building teams and supporting a holistic support model for the customer service center.
- Identified individual and team training needs- participating in the design of training materials to ensure quality messages are embedded in training content.
- Facilitated various quality meeting with stakeholders throughout the month.
- Supported HR information systems with related problem, resolution through effective troubleshooting and communication.
- Assisted with new system implementation.
- Assisted Training department with ad hoc projects as needed.
Performance Improvement Coach
November 2005 to April 2009Citi Residential Lending － City , STATE
November 2005 to April 2009Citi Residential Lending － City , STATE
- Monitored customer service / collection calls to ensure excellent customer service and adherence to policies and procedures.
- Coached and developed customer service skills, collections skills, system application proficiency, etc.Appraised individual performance according to Citi's' Call monitoring guidelines.
- Provided written and verbal feedback regarding observations to Supervisors and managers.
- Provided performance improvement recommendations.Partnered with representatives to ensure established goals were met or exceeded 100% of the time.
- Maintained documentation of call coaching sessions, performance evaluations and monitoring evaluations.
- Tracked, analyzed and maintained statistics (Key performance indicators) and the impact of coaching efforts.Facilitated team meetings and calibrations sessions.
- Conducted workshops and training sessions aimed at introducing new processes, addressing changes in policies or procedures or reviewing current guidelines.
Quality Coach
November 1999 to September 2004Sprint Pcs － City , STATE
November 1999 to September 2004Sprint Pcs － City , STATE
- Supported employee development through leadership, coaching and mentoring.
- Served as interim Team Lead for customer service
- Fostered environment which encouraged individual development and supported "team" concept to ensure both individual and team goals were achieved.
- Provided administrative support and performance feedback to support the achievement of organizational goals.
- Contributed to customer satisfaction by resolving external customer escalations related to service, products, price plans, promotions and billing.
- Participated in several focus groups and special projects including; Assist desk pilot program.
Education
Bachelor of Arts : Business Administration Business Management, 2000Robert morris college － City, StateBusiness Administration Business Management
Highlights
MS Office (Word, Access, Excel, PowerPoint, Outlook)
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Resume Overview
School Attended
- Robert morris college
Job Titles Held:
- Claims Resolution Representative-Auto
- Customer Care Representative II
- Customer Account Executive
- Quality Coach
- Performance Improvement Coach
Degrees
- Bachelor of Arts : Business Administration Business Management , 2000
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