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Michelle L. Emerson

Administrative Assistant (Profile)

ad3gld@r.postjobfree.com • 602-***-****

LinkedIn • Glendale, AZ 85308

Summary

Results-driven, highly meticulous professional with substantial experience in spearheading daily administrative functions, delivering superior customer service, and accomplishing set objectives across fast-paced environments. Well-versed in producing and delivering multiple reports along with maintaining complete confidentiality. Skilled in interpreting and communicating pertinent information along with identifying and resolving complex issues. Empathetic and engaging; possessing an innate ability to maintain strong rapport with management, colleagues, and clients. Bringing exceptional interpersonal skills to inspire and dedicated to leveraging a deep understanding of client requirements to ensure on-time fulfilment. Areas of Expertise

● Day-to-day Administration

● Goal Accomplishment

● Claims Processing

● Documentation & Reporting

● Customer Service & Delivery

● Problem Resolution

● Cross-functional Collaboration

● Team Coordination

● Time Management

Professional Experience

Kemper Insurance – Phoenix, AZ Feb. 2022 – Present Auto Liability Claims Adjuster

Manage vehicle claims by conducting thorough investigations and providing settlements. Establish smooth communication flow and maintain strong professional relationships with all parties involved. Assist clients in understanding claims process and provide guidance through necessary procedures. Analyze and interpret auto policy contracts to ensure proper coverage, organize interviews and obtain recorded statements from involved parties, and engage attorneys regarding claim proceedings. Evaluate police reports to gather critical information, assess extent of auto damages, and utilize excellent judgment skills in determining liability.

● Delivered exceptional customer service through active listening, comprehensive understanding of requirements, prompt problem-solving, and delivery of suitable solutions.

● Influenced informed decision-making by considering critical factors and conducting in-depth analysis of issues.

● Received several accolades for exemplary accuracy and high levels of customer satisfaction. Humana Pharmacy – Phoenix, AZ Aug. 2020 – Feb. 2022 Inbound Contacts Representative

Educated and provided solutions to customers on complex benefit inquiries and questions. Resolved customer issues in a timely and efficient manner along with addressing and fulfilling customer needs. Performed various administrative functions such as documenting inquiries, comments, complaints, transactions, and interactions promptly and accurately while executing appropriate action. Managed and escalated unresolved customer grievances to appropriate channels for further assistance.

● Facilitated decision-making processes by adhering to defined parameters, including work expectations, quality standards, priorities, and timing while liaising with supervisors and following established policies, practices, and guidelines.

● Rewarded with numerous compliments for delivering exceptional service and demonstrating empathy. Page 2 2

USAA – Phoenix, AZ Sep. 2010 – Aug. 2020

Property Claims Adjuster

Implemented thorough research and analysis to assess validity of property claims. Built strong relationships with all parties involved and effectively communicated claims procedures. Evaluated and analyzed critical factors to make informed decisions on coverage analysis and reserve setting. Assessed complex information from various sources to extract key insights. Produced and submitted detailed reports detailing all findings from research, interviews, site visits, and policy stipulations. Solved problems and brainstormed solutions to reach best ethical and financial outcomes. Evaluated current insurance policies to estimate the level of coverage for potential damages.

● Delivered outstanding support by actively listening to clients, understanding unique needs, addressing concerns, and offering appropriate solutions.

● Surpassed customer satisfaction metrics with multiple positive survey responses due to exceptional customer service during claim processing.

Additional Experience

Claims Representative, USAA – Phoenix, AZ

Education

General Studies with emphasis on Nursing Prerequisites Paradise Valley Community, Glendale Community, Scottsdale Community, and Phoenix College – Various Locations General Studies in Early Childhood Education and Computer Technology Paradise Valley Community College – Phoenix, AZ

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