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Skills

  • Organization
  • Supervision
  • First Aid/CPR
  • Cross-department collaboration
  • Damage itemization
  • Team management
  • Communications
  • Process improvement
  • Problem resolution
  • Advanced Excel skills

Work Experiences

  • Saved $6 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved exceptional customer satisfaction.
  • Achieved resolution in the past year.
  • Converted a 45% customer satisfaction improvement by introducing a personalized case follow-up process, ensuring timely responses.
  • Collaborated with underwriters and adjusters to settle complex multi-party claims valued at $5 or more.
  • Built strong rapport with customers by practicing active listening and empathy, resulting in 37% higher post-claim feedback scores.
  • Communicated complex insurance coverage options to customers.
  • Answered an average of 17 customer inquiries daily.
  • Accomplished within one year.
  • Contributed to a 68% reduction in company losses.

Summaries

  • Achieved a 24% reduction in customer complaints.
  • Within Miscellaneous, senior Customer Claims Representative and outstanding performer in quality assurance and vendor management.
  • Adept at collaborating with contractors and external vendors, driving a 34% reduction in response times for high-priority claims.
  • Adept at navigating challenging claim negotiations.
  • Achieved high customer satisfaction.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved minimal loss to the company over two years.
  • Collaborative team leader skilled at mentoring claims staff, resulting in improved departmental performance and a 28% increase in customer satisfaction.
  • Achieved a 40% first-contact resolution rate.
  • Accomplished at using claims analysis to spot operational inefficiencies, enabling 28% enhancement in accuracy and speed of service delivery.

Accomplishments

  • Managed customer expectations by providing transparent timelines, which reduced customer escalations by 23% across all cases.
  • Improved team response times by 40% through implementation of claims automation tools and restructured workflow processes.
  • Reduced claims processing time by 23% through detailed communication with customers and stakeholders, ensuring smooth resolution.
  • Introduced a claims processing dashboard that improved team visibility of ongoing cases, resulting in a 37% reduction in average claim closure time.
  • Achieved Outstanding Service Award for efficiently closing 15 customer claims without escalation, resulting in 69% reduction in complaints over the past year.
  • Reduced claim claim processing errors by 52% after conducting audits and implementing corrective actions in claims handling.
  • Trained new team members on advanced claims management tools, reducing team errors by 51% and improving overall efficiency.
  • Documented and resolved initiative which led to method.
  • Resolved product issue through consumer testing.
  • Awarded President's Club for achieving 61% year-on-year improvement in settlement time within the claims department.

Affiliations

  • Jaycees
  • Customer Experience Professionals Association (CXPA)
  • American Marketing Association
  • American Educational Institute (AEI) - Claims Law Program
  • Professional Liability Underwriting Society (PLUS)
  • Lions Club
  • American Institute For Chartered Property Casualty Underwriters (AICPCU)
  • National Association of Independent Insurance Adjusters (NAIIA)
  • American Medical Informatics Association
  • Chartered Insurance Institute (CII)

Certifications

  • First Aid/CPR Certified
  • Customer Service Excellence Certification Ironclad Systems
  • Associate in Risk Management (ARM) - Beacon Labs
  • Complaint Handling and Dispute Resolution Certification - Vantage
  • Multilingual Communication in Business Certification - Harbor & Co.
  • Certified Mentor and Leadership Specialist (CMLS) - Vantage
  • Certified Claims Management Specialist (CCMS) - Meridian
  • CompTIA A+ Technician
  • Apple Certified Associate (ACA)
  • Certified Negotiation Specialist (CNS) - Ironclad Systems

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