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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Accomplished Customer Service Enthusiast with a solid history of achievement in the insurance industry. Expert in identifying and mitigating risks, reaching milestones, and managing deliverables. Possess excellent leadership and influencer skills to foster an environment in which employees are motivated to deliver top performance, along with the ability to inspire colleagues to develop a strong team culture. Good at working with bare-bones resources in fast-paced, unpredictable and ever-changing environments to achieve remarkable results. A firm believer in getting the job done, while going the extra mile within my scope of support to ensure customer/client satisfaction. Desirous of a position to leverage 7 years of progressive working customer service experience to drive operational excellence with a company that values my dynamic, organizational, and detail-oriented skills for optimal customer care and company profitability. One would also empower its employees, promoting career growth, allowing me to perfect and elevate my interpersonal skills to grow as an employee and individual.

Skills
  • MS Office, Google Suite, Zoom, and Webex
  • Information Verification, Database, and Account Management
  • Initiative-driven innovative thinker
  • Business Acumen
  • Client/Customer Relations and Retention
  • Call Center Operations
  • Critical Thinking
  • PPE Use
  • Strong Interpersonal and Active Communication Skills
  • Claims Processing and Evaluation
  • Regulatory Compliance Adherence
  • Social and Professional Perceptiveness
  • Proven to operate in fast-pace dynamic environments, multitasking, and accomplishing goals while maintaining a 94% average quality assurance scores with minimal supervision.
  • Exemplifies second-to-none service delivery in all interactions with customers, building strong customer and client relationships through interactive rapport, sequentially exceeding quality standards and operational expectations.
  • Provides excellent customer service while resolving complex customer inquiries and escalations by efficiently proposing solutions to complex, multifaceted time-critical challenges.
Experience
01/2021 to Current
Senior Claims Specialist Chubb Nashville, TN,
  • Maintain knowledge of policies and procedures and warranty coverage benefit levels, eligibility systems and verification processes in adherence with the insurance client's guidelines with confidentiality regulations.
  • Serve as subject matter expert for non-standard coverage questions, warranty and settlement, including warranty transfers and modifications.
  • Deliver exceptional customer service to client and named insured(s) throughout claims process through effective customer service techniques which involved fair and prompt processing of claims from first notice of loss to post settlement which multiplied engagement in reaching service level agreements by 25% within environment with detailed, high-level accuracy.
  • Assessed current office procedures and implemented improvements in addition to creating a standard operation procedure handbook for the warranty team , boosting productivity 38%, despite being a part of the Lean Digital Ambassador program, receiving over 20 Genpact proprietary certifications including 3 star Lean Six Sigma, Managing Unconscious Bias, Data Analysis, Fundamentals of Business Analytics, Calculating Takt time, Lean Data decision Domain, Lean thinkers, Cybersecurity, Information Security, and Data Privacy certification.
  • Uploaded documentation and reports after review using Salesforce and the client's internal systems to facilitate smooth claims processing.
  • Collaborated closely with other claim management services such as Sedgwick CMS, and GAF to settle large volume of claims.
06/2020 to 10/2020
Inbound Sales Representative Arthur J Gallagher & Co. Uniondale, NY,
  • Exceeded productivity goals by 18% through updating scripts and staying up to date with product and service changes..
  • Collected payments, tracked rewards and handled customer service issues for 100+ orders per shift.
  • Educated clients on how to conduct transactions with convenient online solutions in addition to Prevented key account losses by researching discrepancies for corrective action.
  • Promoted, and placed orders for many of the 1.7 million industrial, material handling, PPE and business merchandise that we sell to individuals and commercial accounts, through over the phone, online, and full color catalogs orders.
  • Executed as many as 50 price checks for bulk and commercial orders over $10k per shift by checking with manufacturers and the companies distribution center, in addition to , resolving an average of 200 inquiries in a given week, consistently meeting performance goals.
11/2019 to 01/2020
Medical Records Retrieval Specialist Change Healthcare City, STATE,
  • Maintained complete confidentiality in accordance with organization and legal requirements.
  • Verified, updated and entered patient insurance, demographic and health information into software and confirmed records.
  • Disseminated information to correct department, individual or outside location.
  • Contacted doctor offices, hospitals and medical institutions to verify the
  • Compiled and coded patient data using standard classification systems.
  • Arranged and managed medical record filing, retrieval and transfers per established guidelines.
03/2019 to 10/2019
Inspection Coordinator/CSR Company Name City, State,
  • Effectively communicate with Homeowners, insurance companies, and engineering firms via phone,email as well as scheduling systems to submit inspection requests, schedule. reschedule,and cancel inspection appointments.
  • Obtain necessary resources and confirm claim information to accommodate last minute inspection requests , emergency property tarpings and inspection pick ups.
  • Resolve service problems by clarifying the customer's complaint; determining the cause of the problem,selecting and explaining the best solution to solve the problem;escalating the issue to management if necessary for immediate rectification.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Assist customers with asset procurement, inspection updates, as well as contacting technicians on the homeowners behalf to obtain their current estimated time of arrival and make appropriate updates to inspections, as necessary.
  • Coordinating with homeowners in emotion crisis state to initiate first notice of loss claims providing empathy and understanding. Probing homeowners to determent service needs to accurately input information into internal and external systems such as xactimate.
10/2018 to 03/2019
Delivery Specialist Company Name City, State,
  • Ensured customer satisfaction by scheduling, rescheduling, canceling white glove deliveries as a front line expert building and retaining customer loyalty.
  • Documented all transactions, pertinent interactions, and customer driven resolution appropriately in the order it pertains to in which the customer's order can lists details that preempt or presume future issues.
  • Precipitated delayed deliveries and rectify challenged orders by escalating the issue at hand, notifying the correct delivery hub to ensure the customer will receive their initial or replacement order as soon as possible.
  • Performed necessary duties to ensure the customer's order was successfully delivered such as initiating dock searches, requesting online eta requests, and sending emails that requests a customer's eligibility to be accommodated with an earlier delivery date or hub pickups.
  • In addition to initiated dock searches to find missing orders or to find the correct order to fulfill orders where some or all products were mistagged, reordering products that were not found, even contacting some customers to discuss similar items if desired products were discontinued or backordered for more than 60 days.
  • Answered customer questions regarding products and resolved issues with order accuracy and quality.
  • Communicated effectively with dispatch regarding delivery progress and route detours.
  • Contacted HOA's and property management companies to submit Certificates of insurance/ COI and to obtain delivery instructions, via docks, delivery ramps and freight elevators prior to delivery in addition to coordinator with customers in the event the delivery address was a new construction or off grid site that was either misregistered or not registered at all on gps systems.
  • Continually increased first call resolutions from 40% to 89% while reducing average delivery of completed transmission from one month to two weeks after fulfillment date.
03/2018 to 07/2018
Insurance Verifier Company Name City, State,
  • Inaugurated appropriate actions such as updating and maintaining the customer's/client's information resulting in satisfying the necessary verification efficiently and accurately.
  • Contacted insurance carriers to validate insurance policies while following set procedures on client's internal systems.
  • Completed online searches, fax requests, skip traces and other duties as required
07/2016 to 12/2016
Virtual Service Center Associate Company Name City, State,
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Initiated and processed high volumes of auto liability, workers comp, property and GL claims efficiently while working in fast-paced environment.
  • Expedited the claims application process and ensured correct case assignment.
  • Demonstrated proficiency in company software and effectively communicated with callers/insureds regarding the various aspects of the claims process.
  • Ensured confidentially of all client information and checked for accurate entry of data/demographics for a more efficient follow up.
Education and Training
Expected in 05/2026
Bachelor of Science: Computer Science
Maryville University of Saint Louis - St Louis, MO
GPA:
  • 3 Star Six Sigma Certified Lean Recipient

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School Attended

  • Maryville University of Saint Louis

Job Titles Held:

  • Senior Claims Specialist
  • Inbound Sales Representative
  • Medical Records Retrieval Specialist
  • Inspection Coordinator/CSR
  • Delivery Specialist
  • Insurance Verifier
  • Virtual Service Center Associate

Degrees

  • Bachelor of Science

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