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Customer Service Representative

Colorado Springs, CO
October 23, 2018

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**** ***** ****** *****

Colorado Springs, CO 80920


Objective: To assist policyholders in the resolution of their homeowners’ claims by explaining coverage, facilitating repairs, and by walking them through any concerns or issues.

December 2013 to April 2018: Claims Service Specialist, homeowners, AAA Insurance Group, Colorado Springs, CO

•I took incoming homeowner’s claims in English and Spanish for policyholders for a variety of losses, including fire, theft, and water;

•I arranged remediation and repairs for and worked in conjunction with homeowner’s vendors to come to an agreed scope and estimate;

•I reviewed contractor estimates for repairs, asbestos abatement, contents cleaning, and water mitigation;

•I mentored homeowner adjusters with less experience by taking a leadership role on my team;

•I problem-solved complex customer-service issues.

August 2011 to November 2013: Claims Service Specialist, AAA Northern California, Nevada and Utah, Colorado Springs, CO

•I took incoming automobile claims in English and Spanish for policyholders;

•I arranged vehicle repairs for insured’s, conducted liability investigations by taking statements from all parties and downloading scene maps as well as interpreting police reports;

•I problem-solved complex customer issues.

August 2007 to July 2010: Marketing Specialist, Whole Foods Market, Colorado Springs, CO

•I designed and wrote copy for advertising, pamphlets, signage and fliers;

•I conducted store tours; arranged classes for customers; and arranged store décor;

•I carried out regional marketing promotions; arranged and handled special events and worked with store team leaders to execute promotions in each department.

May 2004 to August 2007: Customer Service Representative, Better Business Bureau of Southern Colorado, Colorado Springs, CO

•I handled customer complaints regarding member companies, mediated disagreements between companies and customers; and sold memberships to local businesses

July 2000 to August 2003: Special Sections Editor/Writer, The Gazette, Colorado Springs, CO

•I acted as a book editor, was an employee supervisor, and generated story ideas for feature and news articles;

•I wrote feature articles in Pikes Peak Parent, the real estate section, for gift guides, Home In Colorado and other special sections;

•I was responsible for editing and proofreading articles written by colleagues;

•I handled graphic design and page layout.

REMOTE POSITION - September 1994 to June 2006: Editor, Target Publishing Co., TX

•I wrote and edited news and feature articles for a bi-monthly industry trade magazine and assigned stories to all writers;

EDUCATION: Indiana State University, Terre Haute, IN. Graduated 1985 summa cum laude.

B.A. in Communications; minors in Journalism and Spanish; University of Madrid Spain. May 1984 to August 1984: Public Relations Certification in Spanish.

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