Customer Service Manager

Jacqueline Thigpen

*** *** ***** ***, *******, GA 30102 **********@*****.*** 470-***-****

Claims Support Specialist Mercury Insurance, Sandy Springs, GA 2012-

2013

•Performed routine clerical and support duties, processed, recorded and issued checks daily for

claim payments

•Typed all required business correspondence, mailed certified and Fedexed outgoing mail,

•Filed and maintained closed files, scanned files for Defense Council

•Answered general customer inquiries via telephone through rotation queue calls or directed to

appropriate department

Store Manager(part time) Shoe Lounge, Atlanta, Ga 2011-Present

•Place orders to restock merchandise and handle receiving of products

•Manage payroll, scheduling, reports, emails, inventory, and maintain clientele book and

records

•Interact with customers to increase revenue, extensive work with visual standards and

merchandising

Customer Service Rep ProCore Solutions, Marietta, Ga 2010-2011

•Educated customers about GoodCents Energy Conservation Program for multiple utility

companies

•Provided enrolled customers with troubleshooting to resolve any issues with their installed

load control device or thermostat

•Processed work orders and scheduled appointments for service and installation

•Negotiated solutions to customer’s concerns and inquiries with technicians to ensure customer

satisfaction

Claims Representative Hartford Omni Insurance, Atlanta, Ga 1998-

2009

•Assisted Personal Injury Protection (PIP) adjusters with all required documents to complete

t he claims process, entered lawsuits into an excel spreadsheet, ordered police and ISO

reports

•Scanned and maintained files, logged into the telephone system and assisted customers with

claims questions and issues as needed

•Analyzed auto claims for first party accidents to include statements, appraisals, and

settlements

•Collaborated with insurance agents, body shops and interviewed claimants to investigate

questionable issues

•Received intake calls from insureds reporting auto claims in the Initial Action Unit (IAU)

Member Services Rep Medical Care Foundation, Atlanta, Ga 1997-

1998

•Educated physicians, Medicaid and Medicare Recipients of the first Medicaid program in the

state of Georgia (Georgia Better Health Care)

•Handled telephone and written inquiries from members and providers concerning enrollment,

claims, terminations, authorizations, and complaints

•Researched problems on computerized Electronic Data System for members and providers

Skills: Bilingual English/Spanish, M icroSoft Office, AS400, Lotus Notes, Nextgen, Internet

Research and Strong Technical Skills, GA Work Ready Certificate

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