Shelley Dock

Dedicated Customer Service Professional with practiced

interactive skills to deliver premium customer service to clients. Offering collaborative and adaptive skills to work seamlessly with team members in a fast-paced environment to drive the attainment of collective goals.

Farmers Insurance 08/2022 - 09/2023

Customer service

UNFI 03/2019 - Present

Customer Service/ Organic Claims

/ /

Professional Experience

Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries

Demonstrate accuracy in processing client policy modifications based on the data given

Verify new customers coverage and present policyholders with proof of insurance paperwork

Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies Stay up-to-date on new marketing efforts to answer insurance product inquiries utilizing all the resources available Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved

Responsibilities Captured and moved new claims through administrative claims process system Investigated, evaluated and handled claims with comprehensive knowledge of insurance coverage.

Responded to inquiries from customers, claimants, eyewitnesses, lawyers, police department and vendors regarding claims and policies including billing inquiries.

Handled claims requiring investigation to determine liability coverage plus negotiable liability and damages.

Acts as the primary contact for the end-users to provide a timely resolution to user issues, problems, questions and service needs. Receives, logs and troubleshoots all user issues through resolution. Follow processes, develops and updates procedures; provides fast, consistent and reliable customer service.

Receives, analyzes and responds to all customer problems and inquiries which are channeled through the Service Center department within the parameters established by the Service Center management team.

Reassigns and dispatches requests for service to internal and external vendors as required.

Supports the Service Center goals, objectives and service level agreements to ensure service delivered meets the needs of the customer stakeholders and end-users.

Assists the Service Center Supervisor as needed in the facilitation of all customer service-related issues and activities. Work with multiple systems under Citrix.

SD

305 N Sable Blvd, Aurora, CO,

United States, 80011

720-***-****

ad4idk@r.postjobfree.com

Key Skills

Data Entry

Customer Service

Insurance Products

Inbound Calls

Customer Inquiries

Business Applications

Policy Coverage

Insurance Coverage

Communication Skills

Detail Oriented

MS Office

Scheduling

Multi Tasking

Microsoft Excel

Technical

Troubleshooting

Problem Solving Skills

Comcast 010/2015 - 04/2019

Customer Service

D.I.C 07/2013 - 010/2015

Customer Service Claims Rep

American Family Insurance 03/2010 - 07/2013

Auto Claims Specialist - Customer Claim Care Center BA in Business Administration 08/1991 - 07/1995

Mansfield Business College, Denver Colorado

06/1987 - 08/1990

Handled auto claims requiring investigation to determine liability coverage plus negotiable liability and damages.

Responded to inquiries from customers, scheduling, e-mail, taking orders and follow up services.

Troubleshoot customer problems and proficient in Oracle. Responsibilities Captured and moved new claims through administrative claims process system Investigated, evaluated and handled claims with comprehensive knowledge of insurance coverage.

Responded to inquiries from customers, claimants, eyewitnesses, lawyers, police department and vendors regarding claims and policies including billing inquiries.

Handled auto claims requiring investigation to determine liability coverage plus negotiable liability and damages.

Ability to read and understand the policy, exercise judgment, analyze and make decisions quickly in a fast-paced environment while working closely with the insured’s agency toward the resolution of submitted claims.

Accomplishments To gained employment with a great company, gained more training

Skills Used computers, customer service.

Take inbound calls from customers, agents and third parties. Investigate the circumstances surrounding auto accidents. Resolve all Policy Holder's request and concerns in an efficient and professional manner.

Educate our policyholders on their insurance coverage. Make referrals to direct repair networks.

Showcased analytical skills by researching the policy, coverage " eligibility provisions related to unique circumstances. Manage request for rentals, glass replacement and towing needs. Settle claims, disburse funds, and send referrals for subrogation. Committed to providing outstanding customer service to everyone I contact.

Analyze coverage provisions, investigate facts, evaluate damages and negotiate settlements on auto property damage claims. Document all case facts in a timely, clear and concise manner. Accurately investigate and evaluate claims in a timely manner to properly reserve complex cases.

Articulate facts, strategies and evaluations both in writing and verbally.

Utilize technology to document and improve outcomes. Proficient in Oracle.

Actively follow up with all insured parties until resolution of the claim.

Education

Manuel HighSchool, Denver Colorado

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