Customer Service Representative

SHON HORACE

Katy, TX ***** 678-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Versatile Administrative Leader offering 8 years of experience prioritizing and delegating administrative tasks to drive goal-achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top-talent and cultivating an empowering productive work culture. Business professional with an upbeat attitude and resourceful approach to challenges. SKILLS

● Microsoft Office

● Inventory Control

● Reporting

● Bookkeeping

● Budgeting

● Staff Training

● Administrative Support

● Strong Oral and Written Communication

● Event Management

● Project Coordination

● Data Analysis

● Purchasing

● SAP

● Lotus Notes

● SharePoint

● Customer Service

● Client & Vendor Management

● Account Management

● Team Liaison

● Document Management

WORK HISTORY

Claims Service Representative, 03/2021 to 07/2023

American Family Insurance – Remote

● Excels at providing all aspects of customer service to internal and external customers to obtain the best on customer satisfaction

● Administers specific divisional programs, working with vendors as needed and conducts special project work as assigned. Coordinates collection of claim information to respond to inquiries from other divisions. Responsible for maintaining and updating procedural documents and divisional contact information within systems for the division.

● Demonstrates advanced knowledge and experience of Claim division programs, policies and practices.

● Applies knowledge of and adheres to Corporate Claim Standards, Company Claim Bulletins, and Company Code of Ethics

Claims Service Representative, 01/2016 to 04/2019

GEICO – Katy, TX

● Met established performance metrics by setting work related goals, communicating with management to report progress and assisting with assigned special projects to support the achievement of department objectives

● Support claims workflow efficiency by accurately documenting portfolio progress, referring high risk exposures outside authority levels and seeking opportunities that enhance operational

● Explained benefits, coverage, fault and claims process in compliance with regulatory and statutory requirements

● Verified and interpret/resolve coverage by gathering necessary information to ensure policy applicability

● Obtained statements to resolve liability investigations for first and third party claims

● Evaluated and determined claim values upon receipt and assessment of property, medical and liability data

● Negotiated within settlement authority to resolve first and third party claims

● Handled administrative functions, updated database production reports, and documented and updated claims files via company systems

Administrative Assistant, 11/2014 to 12/2015

Primary Services/ Shell Oil Company – Houston, TX

● Worked with Projects and Technology teams

● Conducted new employee orientation including safety awareness, office/building access to departmental common drive

● Maintained team Sharepoint drive while routing all former LiveLink documents to SharePoint

● Provided administrative support based on needs of the department

● Supported department meetings

● SERP Time Writing and SAP TMS expense first-line support

● Staff onboarding and offboarding and all the corresponding activities

● Booked complex trips and visas

● Work with events coordinator to arrange off-site workshops, conferences, meetings, and events

● Downloaded and Uploaded files in Livelink and Sharepoint

● Maintained all shared folders

● Utilized departmental credit cards for defined low value, low-risk procurement

● Provided administrative support to the entire department in areas of calendar management, domestic and international travel arrangements and reconciliation of personal bank accounts

● Supported Managed Open Resourcing rounds and Open Resourcing job postings

● Applied and encouraged best practices globally across P&T

● Complied with processes and procedures while safeguarding the relations with technical staff

● Provided support to a broad P&T business/technical community

● Supported P&T through document management, calendar organization and collateral preparation for meetings

● Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions

Lead Assistant, 10/2011 to 11/2014

Texas Department Of Criminal Justice – Rosharon, TX

● Directly reported to the Warden

● Analyzed, verified and processed documentation, including human resources forms, attendance records, time sheets and weekly/monthly/annual reports for 30+ staff members and 300+ offenders

● Managed department budget allocations for fiscal year

● Solicited requirements, coordinated with vendors and completed scheduling for annual charity events and fundraisers

● Scheduled shipment workflow of confidential legal paperwork via UPS, USPS and FedEx

● Assigned employee dorm and townhome housing on a monthly basis utilizing Microsoft Excel

● Prepared ground keeping contracts between the Unit and the city of Angleton Brazoria County Fair Grounds on a quarterly basis

● Responsible for oversight of contract sign off between Regional office and third party receives, distributes, and routes incoming/outgoing correspondence, screens material prior to distribution to the appropriate person and establishes suspense due dates

● Maintained supervisor's calendar, took request for appointments with supervisor and staff

● Prepared in draft and/or final form of material such as, memoranda, letters, and reports

● Performed a variety of administrative support duties, such as, taking and transcribing meeting minutes, copying and filing, and appropriate disposal of sensitive documents

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