Customer Service Body Shop

Michelle Sommer

**** **** *****, *******, ** ****9

608-***-**** ad5msd@r.postjobfree.com

Professional Experience:

Estimator 01/2023-04/2024

Russ Darrow Body Shop

Provided quality customer service to internal & external customers by managing phone and digital interactions.

Examined vehicle damage and used CCC One application to take pictures of vehicle damage.

Determined repair cost for insurance and out of pocket claims using CCC One for cost of labor and parts to repair or replace damaged parts.

Reviewed repair cost estimates with body shop manager.

Set up rental reservations for customers.

Picked up and delivered rental cars from Enterprise and Hertz locations for body shop repairs and customer returns.

Claims Investigative Adjuster 1 03/2016-06/2023 American Family Insurance

Provided superb customer service to internal/external customers by managing phone and digital interactions to

determine liability, review and apply coverage

Diligently investigated origin and cause of property/casualty claims and manages to closure

Completes First Notice of Loss and cross-functional duties with multiple lines of business across the enterprise: secured statements from all parties, obtaining police report if needed

Identified key issues and patterns from partial/conflicting data; Submit requests for risk review to (SIU) special investigation unit as needed

Registered agent with Metropolitan Reporting Bureau to place orders for and/or view accident reports

Arranged appraisals, processed payments and settled claim

Mentored colleagues with less experience to achieve operational and organizational goals

Customer Care Center Auto Representative 03/2016-03/2021

American Family Insurance

Key Member of Touch Point Committee responsible for analyzing claims for trends, and reviewing actions taken/not taken by file handlers to provide guidance on how to best complete the workload

Led the team with an 80 % customer acceptance rate for the dreams restored program by educating about the benefits

of using company certified shops for car repairs, and creating car and rental assignments

Utilized multiple customer contact channels such as phone, email, and chat to interact with insureds, claimants, agents, vendors, employees, and third-party administrators

Consistently met customer needs by thoroughly explaining the complex claim processes

Assisted callers with language barriers by utilizing Voiance language interpretation service

Registered reservation agent with Enterprise and Hertz to set up rental car reservations to assist customer

Sought to continually improve knowledge of insurance industry, products, sales, customer service, and new technologies

Health Information Management Indexing Specialist 09/2013-02/2016

University of Wisconsin Medical Foundation / UW Health

Adhered to HIPPA and other sensitive data regulations, policies, and procedures

Examined records for missing signatures and documentation according to state and federal regulations

Accurately and efficiently prepped, scanned, quality checked and performed data validation using HealthLink

Indexed documents formatted for placement into e-Record and OnBase and maintained record integrity

Completed high work volume while meeting quality, productivity, and timeliness standards

Michelle Sommer

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Medical Administrative Intern, 80+ hours 05/2013-02/2016

Meriter Medical Group

Aided executive administrators with high priority projects, research and programming tasks

Assisted Physician Recruitment Coordinators with reviewing files to ensure licensing is up to date

Shadowed Operating Room and Oncology Hospital Unit Coordinators, Switchboard, Surgical Waiting and variety

of clinic reception team members

Utilized Epic scheduling software to provide patients with reminder calls for upcoming appointments

Madison Clerical /Administrative Office Assistant Intern 11/2012-03/2012

Urban League of Greater Madison

Office Assistant to all programs with supporting projects and tasks on every day programming

Professionally greeted members and visitors, directing them to the appropriate locations for services and served as back up to receptionist

Created, audited and maintained confidential member records for services provided using SalesForce (CRM database)

United States Army Reserves, Honorable Discharge ( 9 years intermittent) 1994- 2008

70B Hospital Administrator

Performed Birth Month Audits in a one-man office for 120 + soldiers and officers

Single-handedly completed PERMS to Personnel Records Jacket/Files (MPRJ/MPF)

Personnel Records Custodian and Alternate Mail Manager

Received sign-in rosters and oversaw sign-in of all Officers and Soldiers

Reviewed files in accordance with the Lautenberg Amendment: top secret clearance held

Trained volunteers to assist with ongoing tasks in Personnel

91B Medical Specialist

Measured patient pulse and respiration; Administered shots and IV’s

Evaluated the patient’s injuries by means of a thorough head to toe examination

Controlled bleeding; provided treatment for shock, burns, soft tissue, neck and head injuries including traumatic injuries to the spine and skull

Familiarization with basic medical terminology; CPR certified; Medical Specialist Diploma including 130 hours of Emergency Medical Training

Education:

University of Wisconsin - Platteville

B.S. - International Business & Education (Individually Contracted Major)

Concentrations: Health Education, Business and Management

Madison College

Course Work to Include: Medical Office Procedures, Medical Language for the Professional, Customer Contact Skills, Anatomy and Physiology I & II, Medical Terminology, Body, Structure & Function, Hands on experience at Attic Angel – CNA training

Urban League of Greater Madison

Health Administration Training Program, (Madison College Credits)

Received overview of EPIC training on the following - Resolute (Billing), Cadence, (Scheduling) and Prelude (Registration)

Customer Service Academy, Disney Approach to Quality Service

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