Customer Service Representative with over 15 years of experience bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty. Thrives in fast-paced environments, works independently or within a team, with minimal supervision to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures. Driven and proven successful at achieving established targets and team goals.
Skills
Self-motivated
Dependable
Team player
Excellent interpersonal skills
Organized and detailed
Personable and approachable
Competitive and confident
Superior verbal and written communication skills
Developed analytical, problem solving, and decision-making skills
Quick learner
Positive attitude
Leadership skills
Courteous and helpful
Effective time management
Knowledgeable in Microsoft Word, Excel, and PowerPoint
Work History
NON- INJURY AUTO ADJUSTER, 08/2020 to 02/2022 Encova – Indiana, PA,
Clearly documented thought process, investigation, evaluation, negotiation, and settlement decisions.
Provided advice and set expectations into next steps to members and claimants.
Partnered and/or directed vendors and internal business partners to facilitate timely claims resolution.
Supported workload surges and/or Catastrophe Operations as needed.
Negotiated with claimants, body shops, and members to settle claims.
Examined photographs and surveillance and any other documents relating to claims.
Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Investigated and assessed damage to property and reviewed property damage estimates.
Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
TOTAL LOSS -PAYMENT TEAM LEAD, 11/2019 to 08/2020 USAA Insurance – City, STATE,
Became lead after 1 month of being on the payment team.
Every couple of hours throughout the day, would realign all the payments for the total loss department and send team members their payment lists to work.
Communicated with other two leads to make sure the distributions were even.
Would ensure all necessary payments were sent out within 1 business day.
Helped work on the company’s automatic payment tool and audited failed payments.
Regarded each state’s compliance regulations for total loss payments (Fedex necessary checks when needed.)
Actively answered team member’s questions in team chat.
Coached team members in techniques necessary to complete job tasks.
Trained new team members by relaying information on company procedures and state requirements.
TOTAL LOSS ADJUSTER, 09/2018 to 11/2019 USAA Insurance – City, STATE,
Provided claims service via internal channels (phone/fax/email/mail) to members and third-party customers.
Adjusted low to complex Auto claims.
Acquired and applied basic knowledge of Property & Casualty insurance industry products, services, and processes to include P&C insurance policy contracts and coverages and the USAA claim handling process and procedures.
Resolved issues, disputes, and identified appropriate resolutions for escalations.
Partnered with and directs vendors and internal business partners to facilitate claims resolution.
Contributed to business goals, performance metrics, and effectively used tools & technology.
Supported workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events.
Issued payouts to claimants, members, body shops, and lien holders.
CLAIMS CUSTOMER SERVICE REPRESENTIVE I, 12/2016 to 09/2018 NATIONWIDE Insurance – City, STATE,
Provided first line customer service contact for personal line auto and property claims reporting activity.
Created loss reports by securing information from policyholders, claimants, agents, and other parties.
Verified coverage under various policies or policy provisions.
Handled hectic accident scenes from policyholders/claimants providing a calming situation.
Referred policyholders/claimants to preferred repair shops or scheduled drive-in appointments as appropriate.
Handled personal line auto, commercial, and property inquiries from policyholders, claimants, agents, medical providers and others appropriately.
Handled catastrophes (CAT) as needed.
Set up appropriate resources needed by policyholders regarding tows or rentals.
Handled customer service complaint situations as appropriate or provided information to escalate for resolution.
Education
Master of Science: Organizational Development and Leadership, Expected in 05/2022 University of The Incarnate Word - , GPA:
GPA: 3.96
Member of The National Society of Leadership and Success
Dean's List
Bachelor of Arts: Communications, Expected in 12/2015 The University of Texas At San Antonio - , GPA:
GPA: 3.33
Dean's List
Certifications
Licensed Property and Casualty Auto Adjuster - Since 2018
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