Claims Associate / Customer Service
Resume:
Xavier Ross
Dallas, TX
********@*****.***
My goals as a professional are to provide outstanding customer and employer satisfaction using the necessary work habits acquired through previous work experiences. Leading my team by not only meeting expectations, but setting the bar higher and leaving a positive impact on fellow business associates.
Authorized to work in the US for any employer
Work Experience
Agent Services Representative
Randstad US (State Farm Insurance) - Richardson, TX January 2018 to March 2018
• Communicate with agents/policy holders to successfully transfer insurance policies from one agent to another
• Maintain updated knowledge of all company products and services in order to provide adequate education to customers
• Provide information and instructions about relevant products and services
• Field incoming phone calls and respond to phone messages from customers
• Obtain necessary information from customers to adequately follow up
• Document important customer information for future reference
• Collect and record customer feedback and information, and share that with appropriate departments and team members
• Foster and maintain relationships with customers to improve retention rate Total Loss Claims Processor
Kelly Services (Allstate Insurance) - Irving, TX
July 2017 to January 2018
Responsibilities
• Contact lienholder of insured’s vehicle to obtain loan payoff amount
• Contact insured to get authorization to obtain information if required by lienholder
• Send lienholder letter of guarantee to issue payment, with all accurate claim info and settlement amounts included
• Prepare total loss paperwork using Microsoft Word & PDF Creator based off of claim state documentation requirements
• Use FedEx shipping to create shipping and return labels to have insured paperwork sent out to insured’s preferred destination
• Receive calls from insured to discuss status of claim. Discuss and provide all claim information based off adjuster’s notes. Transfer call if requested.
• Thoroughly document claim files providing all information discussed with insured. Email adjuster’s with updates on insured
Customer Service Advocate I
Kelly Services (CGS) - Dallas, TX
December 2016 to March 2017
• Interact with customers in response to inquiries, concerns, and requests about open enrollment, healthcare benefits, products and services
• Gather customer/product information and determine the issue by analyzing the symptoms
• Diagnose and resolve technical issues involving internet connectivity, email malfunctions, application downloads, web browsers, and forgotten passwords
• Research using available resources, including article database systems
• Complete required training to stay current with system information, changes, and updates
• Escalate tickets to next level of support when necessary and/or required per supervisor's instructions
• Document tickets detailing customer issues, course of action taking, and resources used to determine necessary actions
• Make follow up calls to customers in order to ensure satisfactory customer service was provided and determine if any other assistance is needed
• Timely respond to emails from customers and/or supervisors creating a strong rapport of communication between customers, supervisors, managers, and colleagues Total Loss Claims Processor
Kelly Services (Allstate Insurance) - Dallas, TX
August 2016 to December 2016
Responsibilities
• Contact lienholder of insured’s vehicle to obtain loan payoff amount
• Contact insured to get authorization to obtain information if required by lienholder
• Send lienholder letter of guarantee to issue payment, with all accurate claim info and settlement amounts included
• Prepare total loss paperwork using Microsoft Word & PDF Creator based off of claim state documentation requirements
• Use FedEx shipping to create shipping and return labels to have insured paperwork sent out to insured’s preferred destination
• Receive calls from insured to discuss status of claim. Discuss and provide all claim information based off adjuster’s notes. Transfer call if requested.
• Thoroughly document claim files providing all information discussed with insured. Email adjuster’s with updates on insured
Claims Specialist (Subrogation)
Allstate Insurance - Irving, TX
October 2014 to April 2016
Responsibilities
• Review and evaluate new subrogation transfers, determining the most effective recovery method
• Determine the need for any additional investigation of subrogation files, requesting completion through claims adjusters or supervisors
• Review facts of liability, collection potential, and the expected outcome of legal action to determine the subrogation potential on files
• Timely send demand packages and other materials to support the subrogation claim
• Negotiate settlement with claimants and/or their insurance company’s representative with established lines of authority. Refer appropriate files to approved collection agencies, and file insured cases with Arbitration Forums
• Proactively pursue product liability cases by ensuring all supporting material is in the file, and determine whether or not attorney involvement is appropriate
• Promptly process recovery payments and issue checks for insureds’ deductibles
• Maintain a high level of customer service to both internal and external customers by returning phone calls and acknowledging correspondence in an appropriate timeframe Customer Service Dispatcher
Priority Care Transportation - Irving, TX
January 2014 to January 2015
Responsibilities
• Receive inbound calls from patients/caregivers/medical institutions to schedule pick ups for patients
• Gather all patient information including name, date of birth, social security number, pick up location, drop off location, pick up time, appointment time as well as any personal requests ex. extra oxygen, extra room for ride alongs, early pick ups. Process all information into system
• Save all information and email to designated driver. Include call back numbers and emergency contact information
• Dispatch drivers to pick up locations. Re route drivers during event of add on transports throughout the day effectively guiding to correct location in order to save time and prevent conflicts with other scheduled transports
• Organize spreadsheet of patient transports using Microsoft Excel. Prepare spreadsheets to include all patient information including name, pick up location, and destination
• Receive texts from drivers stating time en route, time on scene, time cleared, and time of departure. Insert times into spreadsheet upon receipt
• Convert all service inquiries into transports by effectively and elaborately detailing company services including rates, fees, and special amenities
• Place follow up calls to patients to confirm appointments 24 hrs before transport is scheduled. Document time of confirmation in patients file
Cell Phone Tester / Shipping and Receiving Associate CXchange - Addison, TX
September 2013 to January 2014
Responsibilities
• Evaluate smartphones and iPhones for cracks, bright spot damage, liquid damage, broken keys, firmware malfunction, etc.
• Activate and/or restore iPhones to original factory settings if necessary
• Enter data into SOPA (Simple Order Processing Application)
• Label and package all finished product to be further evaluated by quality control
• Assemble and disassemble cell phones using small hand tools in order to locate source of functionality issues
• Perform shipping and receiving duties when necessary
• Verify and keep records of incoming and outgoing shipments and prepares items for shipment Concierge/Receptionist
Somerset - Dallas, TX
September 2013 to October 2013
Responsibilities
• Greet residents/guests as they arrive and depart
• Follow up on resident and/or guest inquiries; log all information into computer for future reference
• Sign in guests at front lobby/contact resident to verify guests are expected
• Sign out keys to contractors/visitors upon approval of resident; log all keys and badges that are signed out into computer for future reference. Sign keys/badges out at departure
• Notify residents of packages and/or laundry delivery via email. Upon pick up log all information including date and time of pick up into computer for future reference
• Be of any personal assistance to residents. ie. holding doors, helping with bags, opening elevators, giving directions to restaurants/hotels/local events etc. Security Officer
iidon Security Associates - Farmers Branch, TX
2007 to 2013
Responsibilities
• Greet residents/guests as they arrive and depart. Provide outstanding customer service to AAA Auto Club, NEC Corporation, and Canadian Helicopter Corporation (CHC) employees and all other tenants in the building
• Answer telephone calls to take messages, answer questions, and respond to inquiries of employees, visitors, and contractors
• Sign in guests at front lobby/contact party to verify guests have appointments
• Communicate and dispatch information to property management and building engineers
• Write reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences Education
High school or equivalent
Ridgeway High School
Skills
Microsoft Excel (10+ years), Sharepoint (1 year), Microsoft Office (10+ years), NextGen (4 years), ESubro Hub (4 years), Remidy (1 year), Sharepoint (1 year), UNIX (1 year), JAIMS (1 year), Customer Assignment Tool (1 year)
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