Customer Service Representative

EARNEST STRICKLAND, II

**** ******** ****** – Charlotte, NC 28262

910-***-**** *************@*****.***

Education

Wake Forest University, Winston-Salem, NC

Double Major

● Bachelor of Arts, Psychology: M ay 2014

● Bachelor of Arts, Philosophy: May 2014

Professional Skills

Solution Driven People Focused Advanced in Research and Legal Analysis Collaborative Relationship Builder Critical Thinker Rooted in Logic and Reasoning Effective at managing multiple high-priority projects

Exemplary in customer service

Relevant Experience

Liberty Mutual-Bodily Injury Claims Specialist II (2014-present) Investigated bodily injury and property claims by conducting detailed interviews with all involved parties (i.e. Customers, Police, witnesses). Determined liability and appropriate claim value.

● Carefully review policies of customers in order to determine coverage and benefits

● Assess initial claim reports and review evidence presented in file when assigned

● Speak with customers from both parties, explain claims process in layman terms

● Establish rapport with all parties while maintaining a positive and professional attitude during critical conversations

● Maintain proper documentation for each interaction during all phases of the claim

● Complete risk assessment and mitigation for each claim

● Resolve complicated claim processing issues

● Monitor claim status and provide customers with timely follow-ups

● Review and analyze medical records

● Partner with lawyers to negotiate fair settlements Wake Forest University - The Bridge (2010-2014)

Technical resource service for the ZSR library at Wake Forest dedicated to supporting the staff and student body of WFU.

● Customer Service Representative

o Resolved Lenovo Think Pad software issues

o Re-imaged computers when necessary

o Partnered with technical SME’s to solution for hardware issues o Liaison between customers and the University Technical shop o Ensured computers are working correctly after repairs are made o Maintained a log of repaired and returned computers o Transitioned between various Customer Support stations when necessary o Trained new employees within our department on various stations o Proficient in operating and troubleshooting MS Word, Excel and PowerPoint programs Dr. Waugh’s Emotional Response Laboratory (2013- 2014)

● Assistant Researcher

o Conducted Human Stress Coping Mechanisms Analysis o Provided critical feedback for the development of a computer program which evaluates human resilience and coping

o Instructed participants during experimentation

o Monitored participants during experimentation

o Collected and organized data from the experiment o Collected data on prior research involving coping and resilience for publication of Emotional Response Article

Family First Services (2009-2013)

Offers counseling for behavioral assistance with disadvantaged and/or abandoned adolescents

● Summer Intern

o Maintained files and reports for each adolescent o Documented the progress exhibited by each adolescent o Tutored children with emotional and behavioral challenges in Math, Science, English and History o Served as a mentor for academic and personal issues o Facilitated discussion sessions regarding behaviors centered around character and virtue Training

Completed extensive training in auto insurance terminology (medical procedures, auto repairs) and good faith claims handling. Completed training in pricing and negotiation with direct deals, paralegals as well as attorneys. Technical S kills

MS Word MS PowerPoint MS Excel SPSS Navigator WrExpert Pro COA Extra-Curricular and Volunteer

Pi Kappa Alpha Greek Fraternity Minority Association of Pre-medical Students Brothers Reaching Out Helping Our People Evolve Artifact

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