Manuela Nolley

ad2zc3@r.postjobfree.com 713-***-**** Katy, TX www.linkedin.com/in/ manuela-n-8a3bb89b SUMMARY

Seasoned professional with 10 years of experience in customer service and insurance claims adjustment. Proven track record in remote customer service, policy inquiry resolution, and loss incident reporting. Seeking a role as a Remote Insurance Customer Service Representative to leverage extensive experience in claims adjustment, customer service, and remote work.

WORK EXPERIENCE

ResultsCX

Remote Contract Customer Service Representative Oct 2023 - Jan 2024

• Demonstrated adeptness in remote customer service by efficiently resolving inquiries of coverage concerns, benefit inquiries, Part D drug formulary coverage and issues, leading to improved customer satisfaction while maintaining strict adherence to company guidelines and procedures. Katy ISD

Paraprofessional Special Education Aug 2022 - Jan 2023

• Provided support in daily classroom activities, focusing on fostering a conducive learning environment for high school students with Autism.

• Collaborated effectively with students to facilitate their academic and social development, implementing tailored strategies to enhance learning outcomes.

TTEC

Remote Contract Customer Service Representative Aug 2022 - Nov 2022

• Managed and promptly responded to a diverse range of customer inquiries concerning policy and sales.

• Facilitated the initial reporting of loss incidents, ensuring all necessary details were accurately collected and recorded.

ACOSTA

District Retail Merchandiser Jan 2018 - Aug 2020

• Demonstrated professional customer service skills in collaborating with management to establish product displays and maintain store shelf standards.

• Accurately followed a plan-o-gram to complete project work effectively.

• Applied proficient knowledge of merchandising and retail terminology, as well as web-based applications, to enhance work performance.

FedEx Cypress, TX

Operations Manager Aug 2019 - May 2020

• Demonstrated proficient decision-making skills, consistently meeting financial targets and fostering collaborative team environments to fulfill organizational objectives.

• Maintained strict adherence to safety and environmental regulations, ensuring all business operations were conducted in a safe and compliant manner.

• Conducted comprehensive employee performance evaluations and enforced HR-related policies, while utilizing pertinent information to bolster employee engagement and promptly addressing issues to maintain service quality. Fred Loya Insurance Group San Antonio, TX

Bodily Injury Claims Adjuster May 2017 - Nov 2017

• Utilized an efficient diary system to manage file inventory and expense reserves, successfully resolving assigned bodily injury claims through detailed documentation and claim file activities.

• Applied critical thinking and superior organizational skills to effectively manage and deescalate claimants, ensuring a high level of customer service.

• Conducted comprehensive investigations to determine liability on assigned claims, evaluating both represented and unrepresented bodily injury demands based on property damage loss, facts of loss, and suspicious claims. Boot Barn Houston, TX

Assistant Store Manager Feb 2016 - Feb 2017

• Streamlined daily operations by analyzing production and revenue reports, setting goal expectations, and empowering sales associates to meet these targets.

• Implemented comprehensive register training and customer service development programs for store staff, resulting in increased efficiency and excellent customer service.

• Optimized store budgeting process, yielding minimal expenditure and enhanced efficiency, and conducted thorough market trend analysis to inform store improvement strategies. GEICO Katy, TX

Insurance Claims Adjuster Oct 2014 - Jul 2016

• Managed a high-volume case file inventory and expense reserves using an efficient diary system, ensuring prompt resolution of claims while maintaining optimal customer service standards.

• Conducted thorough interviews with agents and claimants to rectify errors and investigate dubious claims, enhancing the accuracy and integrity of the claims process.

• Conducted detailed coverage analysis to apply policy conditions, provisions, exclusions, and endorsements accurately, advised on deductibles, co-insurance, and coverage limits, and determined and negotiated settlement amounts within authority limits.

DISH NETWORK Alvin, TX

Customer Service Rep/Trainer Oct 2010 - Sep 2014

• Delivered high-quality customer service, efficiently resolving queries and educating clients about their account status and troubleshooting procedures.

• Facilitated comprehensive training for new hires, ensuring their understanding and practical application of material and skills in various settings.

• Kept abreast of product and service modifications, ensuring accurate and current knowledge dissemination. EDUCATION

University of Houston - Downtown

Associate of Applied Science, Forensic Criminology Aug 1997

Westfield High School

High School Diploma

May 1992

SKILLS

High Volume Call Center Setting • Comfortable With Remote Work • Elevated Level of Empathy • Highly Charismatic • Team Building and Training • Excellent Communicator • Management • Self-Directed • Healthcare Member Advocate • Legal Analytics of Documentation • Value Oriented • Comfortable With Change • Invoicing

• Demonstrate Ownership Attitude and Customer Centric Response to All Assigned Tasks. • Meticulous Diligence Ensuring Accuracy. • Ability to Work in a High Volume and Fast Paced Environment Managing Multiple Priorities With Minimal Supervision. • Strong and Accurate Keyboard Skills and Windows Proficiency Including Excel and Word • Microsoft Windows 360 and Office Proficiency • Management & Leadership Skills: Planning & Execution

— Proficient • Planning and Managing Resources to Accomplish Organizational Goals • Excellent Communication Skills • Ability to Work Independently • Patience and Empathy • Knowledge of Insurance Policies and Procedures • Problem-Solving Abilities • Multitasking • Proficiency in Computer Software Applications • Customer Relationship Management • Attention to Detail • Time Management

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