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Customer Service Manager

Oak Grove, Kentucky, 42262, United States
October 13, 2016

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Alese C Clark

*** ***** *** *** *****, KY. ***** (HM) 270-***-**** (C) 270-***-****

Professional Summary

Insurance Claims Adjuster & Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Customer Service Management expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Office Manager with 5+ years extensive experience doing month/yearend financials, audits, Accounts Payable, Accounts Receivable, Contract, Payroll, Purchasing, Inventory, Shipping and Receiving.

Licensed Claims Adjuster experienced in reviewing damage appraisals, determining coverage and paying claims. Active member of the National Society of Professional Insurance Investigators since 2015. Motivated Claims Adjuster specializing in personal, property, catastrophe and casualty loss and damages. Negotiates peaceful resolutions of all claims with an emphasis on fairness and thoroughness. A trustworthy, dependable and resourceful Independent Contractor, talented at developing innovative business solutions to meet customer needs. Background in finance and consulting with outstanding communication and presentation skills.

Successful Entrepreneur offering more than 10 years in planning, developing and marketing solutions to consumer problems. Proactively anticipates and identifies customer needs and develops innovative business solutions.


Database management

Sales (inside, direct and upselling

Hiring, training and supervision

Insurance policy coverage knowledge

Articulate, well-spoken, pleasant and professional telephone etiquette

Contract management

Insurance policy coverage knowledge, HIPPA Law Compliance

Articulate and well-spoken

Accurate and detailed

Invoice processing

Employee recruitment, training and development

Customer Service/Customer Service Management, Quality Assurance

Proficient in ATS (Taleo, iCIMS, Zoho), recruitment life-cycle and onboarding

Proficient in several Software packages (Salesforce, Siebel, Microsoft Dynamics Xactware, Microsoft Office Business 365, Peachtree Accounting, Quickbooks Premier and GDS (SABRE, Amadeus)


Texas All Lines Insurance Claims Adjuster License (January 2013)

PMP Certification WKU (September 2016)

Work History

Independent Contractor- Talent Acquisition/Virtual Trainer 10/2013 to Current

Live Ops – Scottsdale, AZ.

Assisted HR Management in complying with all corporate policies.

Explained employee compensation, benefits, schedules, working conditions and promotion opportunities.

Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Maintained up-to-date knowledge of product and service changes.

Dedicated inside sales line for products and services, while meeting and exceeding all sales quotas quarterly and annually

Worked and trained as Independent Travel Agent (Cruise, Air, Hotel, Car)

Insurance Claims Adjuster 09/2013- Current

Cook Claims Services Inc – Memphis, Tennessee

Experienced multi-line adjuster, responsible for investigating casualty, catastrophe, property and liability claims throughout Alabama, Mississippi, Tennessee and Georgia.

Reviewed and analyzed suspicious and potentially fraudulent insurance claims.

Reviewed field inspections and coordinated all insurance claim audits.

Evaluated insurance policies and analyzed damages to determine coverage.

Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims.

Documented all investigation activity and presented reports to management.

Home Agent/ Tier II Apple 05/2012 - 08/2013

Kelly Connect – Troy, Michigan

Identified and solved technical issues with a variety of diagnostic tools.

Reviewed technical documentation and procedures.

Managed call flow and responded to technical support needs of customers.

Described product to customers and accurately explained details and care of merchandise and politely assisted customers in via telephone through Kelly's Work@Home virtual environment.

WAH Trainer 05/2009- 03/2012

Convergys- WAH Agent – Cincinnati, OH

Virtual Facilitator for and DirecTV

Facilitated inter-departmental communication to effectively provide customer support.

Maintained up-to-date knowledge of product and service changes.

Conducted one-on-one tutoring sessions for new employees.

Clearly communicated objectives for all lessons, units and projects to all participants.

Used a variety of assessment tools and strategies to improve instruction methods.

Front Desk Manager 12/2006 to 05/2009

Holiday Inn Express – Clarksville, TN.

Recruited and trained new members of the guest service team.

Answered department telephone calls, using correct salutations and telephone etiquette.

Performed accounts receivable duties including invoicing, researching charge-backs, discrepancies and reconciliations.

Oversaw inventory and office supply purchases.

Oversaw daily office operations for staff of 16 employees.

Screened applicant resumes and coordinated both phone and in-person interviews.

Directed guests and routed deliveries and courier services.

Store Manager 03/2004 to 08/2006

Jackson Oil Company – Clarksville, TN.

Supervised staff of 8 employees and working closely with regional Manager.

Reported to the district manager regarding all store and staff issues.

Scheduled and led weekly store meetings for all employees.

Promoted from Team Leader to Assistant Manager within 6 months.

Conducted store inventories once per quarter.


Associate of Science- Business Administration May 2014

Hopkinsville Community College - Hopkinsville, KY

•Business Administration/Economics- Accounting

•Business math


•Business operations

•Business communications

•Business information systems

UT Martin - Martin TN.

Bachelor of Science

Bio-Medical Engineering-Cell/Tissue Engineering and Bio-Materials August 2014- Current

Computer Programming

Calculus I, II

Humanities and Social Sciences

Biomedical Modeling and Design

Western Kentucky University – Online PMP Certification September 2016

(Project/Program Management Professional)


Louis Carrol- Clarksville, TN. (931) 358- 5667 Supervisor, GM of Holiday Inn Express

Lorene Cheatham -Clarksville, TN. 931-***-**** Educator/Foreign Language

Sharon Johnson -Clarksville, TN. 931-***-**** RN/ TN.


Keynote speaker at Girl Scouts of Middle Tennessee on team building strategies, Going Green and

scholarships for low income girls in (March 2014)

Volunteer Organizer, Event Planner for Girl Scouts of America (Middle Tennessee Region) Appreciation Banquet Award (August 2014)

Award of Excellence- Chamber of Commerce, Clarksville TN. (May 2016)

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