Claims Processing Specialist - Allstate
Mooresville, IN 46158
Customer Service Manager experienced with all facets of the hiring, training, coaching and development processes of
Call Center Representatives.
Hands-on Customer Service Manager effective in motivating others to reach their optimum potential. Energetic manager with strong time management skills who thrives in a fast-paced, dynamic environment.
Customer Service Manager highly skilled in negotiating, instructing and supervising Call Center Representatives.
Customer-oriented individual successful at troubleshooting and handling customer support issues in a timely
Authorized to work in the US for any employer
Claims Processing Specialist
Allstate - Indianapolis, IN
September 2002 to Present
l Effectively managed a high-volume of inbound and outbound customer calls. l Addressed and resolved customer claim complaints empathetically and professionally. l Gathered and verified all required customer information for tracking purposes. l Defused volatile customer situations calmly and courteously. l Mastery of customer service management systems and databases. l Evaluated consumer reports on a monthly basis.
l Identified chronic customer issues by creating and maintaining customer complaint log. l Referred unresolved customer grievances to designated departments for further investigation. l Acted professionally and patiently when addressing negative customer feedback. l Met or exceeded service and quality standards every review period. Customer Service Representative
Aspen Systems - Indianapolis, IN
January 2001 to August 2002
I took consumer complaints for businesses from consumers and I took reports of identity theft for the Federal
Trade Commission. They contracted this agency to do this for them. I had to have security clearance to do this
l Effectively managed a high-volume of inbound and outbound customer calls. l Gathered and verified all required customer information for tracking purposes. Assistant Manager
Suncrest Apartments - Indianapolis, IN
September 2000 to August 2001
I screened applicants for residency at Suncrest apartment complex. I also did background checks, checked references for the application process. I deposited money in the bank and kept track of all money paid.
Great Clips - Plainfield, IN
July 1999 to February 2000
Hairstylist in a high paced work environment. I handled the customers in a effective professional manner.
Call Center Manager, 03/1996 to 00/1998
Telamon - 1000 E 116th St Carmel, IN
l Effectively managed a high-volume of inbound and outbound customer calls. l Mastery of customer service management systems and databases. l Evaluated consumer reports on a monthly basis.
l Identified chronic customer issues by creating and maintaining customer complaint log. l Prepared reports and communication for senior management and clients. l Initiated operations improvements to improve overall call center productivity. l Provided incentive to increase productivity by offering employees awards for best customer service. l Oversaw call center employees to ensure customer satisfaction goals were consistently met. l Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve
customer satisfaction rates.
l Managed call center from initial start-up to full operational status. Education
Associates in General
Academy of Hair Design - Indianapolis, IN
High School Diploma
Cascade High School - Clayton, IN
Avaya, customer service, operations, RECEPTIONIST, RETAIL SALES Additional Information
l Skilled in call center operations l Persuasive speaker l Exceptional workflow management l Strong problem solving aptitude l Adheres to customer service procedures l Customer service award l Avaya Software knowledge