Entry Level Customer Service
Resume:
Adreen Denise Harris
Richmond, VA 23223
************@*****.***
Summary:
I am a claims manager with several years of leadership experience. My leadership skills have developed entry level claims adjusters to advanced or experienced ones. I strive to create a positive work environment as well as productive. I excel in a fast-paced work environment all while motivating my team to have excellent performance. I have a passion for maintaining a strong emotional intelligence for myself, my peers as well as my team.
Education
Daymar College 2018
Associates in Business Management
Professional
Elephant Insurance
Claims Manager
Richmond, VA October 2018- present
Handle escalation calls
Monitor Teams’ activities for quality by call listening as well as file review
Train the Team on new or updated processes
Successfully improve customer service while dealing with the repair of the vehicle
Monitor rentals for the team
Review payments for approval or denial
Perform monthly reviews for the Team as well as annual appraisals
Perform correctives
Payroll
Review reports to make sure the Team is aligned with the company requirements
Handle employee conflict
Lead and develop a team of adjusters at various levels of the claim process
Constantly implement ways to be more efficient
Understand staffing needs and recruitment process at all levels
SunTrust
Bank Support Specialist Supervisor
Richmond VA January 2015- October 2018
Handled inbound service calls from clients, while looking for sales referral opportunities for personal banking products and services.
Answered clients’ questions within set standards.
Resolved problems and complaints clients may have about banking products and services
Deescalated telephone calls
Trained on SunTrust products, systems, policies, SunTrust Online (STOLI) sales skills and other procedures, client service and referrals.
Data entry
Exceeded sales goals
Mentored new team mates
Call center
Followed recovery techniques to arrange payment in full or reasonable payment arrangements
Assisted in projects and aided team members, as necessary.
GEICO
Telephone Claims Representative I
Fredericksburg, VA Sept. 2002-Sept. 2011
Verified necessary accident facts and determined policy coverage
Reviewed information and verified the company’s loss payment exposure under the policy contract
Received inquiries from policyholders, claimants or repair shops and resolved questions and complaints
Worked successfully in a call center environment
Analyzed and verified information obtained by prior liability investigation to determine payment recovery potential
Negotiated payment recovery or applied comparative negligence laws
Redirected disbursements from all recoveries, arbitration awards and attorney recoveries to the claim file, insured or attorney
Prepared Nationwide Intercompany Arbitration and Federal Government claim forms
Represented the Company at trials and hearings
Verified necessary accident facts and conducted necessary investigations to include taking recorded interviews
Evaluated claims and negotiated property damage settlements on non-injury claims
Settled personal injury protection, medical or total theft payment claims
Data entry
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