Customer Service Representative

HAZEL R. CALDERON

************@*****.***

PROFESSIONAL SUMMARY

Dedicated customer service representative with over twenty years of professional experience. Eager to promote one call solutions through outstanding customer loyalty-building, training, and sales skills. Maintained high customer retention rate through team coaching techniques.

PROFESSIONAL EXPERIENCE

STATE FARM MUTUAL INSURANCE COMPANY – ATLANTA, GA 10/2022 – 09/2023

CLAIM ADJUSTER

Navigating through multiple applications, to gather pre-claim handling information.

Contacted claimants’ insurance company for verification of policy and filed claims on behalf of insured.

Apply knowledge of state and federal laws, statutes, and insurance regulations through the claim handling process.

Calculated reimbursement, overpayments, and diminished value payments. Issued payments to policyholders, claimants, body shops, and lien holders as required.

Receive inbound calls and make outbound calls to policyholders and claimants daily.

Review and monitor work queues, task items, calendars, email, messages, and new claims.

Adhere to weekly pre-set schedule for breaks and lunches.

Deliver top quality customer service with one call solutions in a call center environment.

DHL (ASOS) DISTRIBUTION CENTER – UNION CITY, GA 03/2022 – 10/2022

E-COMMERCE SPECIALIST

Conducting vendor audits that aim to attain an objective assessment of its contractors’ or vendors’ compliance to the terms, conditions, and intent of the contracts on behalf of DHL.

Gathering and relocation of obsolete inventory to new warehouse location through Warehouse Management Systems (WMS) processes; primarily Stay-Linked and Velocity inventory apps.

Selective training of new associates on warehouse procedures, policies, and job junctions regarding special project team referred to as Phase II (tasked with redesign and reconfiguration of warehouse system to fully automated capabilities.

Work exclusively with Operations Managers and Phase II Leads to empower warehouse associates, support work assignments, and ensure daily deliverables.

STATE FARM INSURANCE COMPANY – ATLANTA, GA 12/2020 – 7/2021

Underwriting Service Assistant - Property & Casualty

Corresponded with policyholders and agents via phone and email to collect and analyze insurance information to process applications for Raw New and Added Car Applications.

Compiled data and analytics for reports that can advise insurance policy guidelines and whether coverage should be provided.

Served as the liaison for underwriters, agents, and customers to track, manage, and prioritize insurance applications and other services.

Maintain accurate, up-to-date records within underwriting software programs by verifying all documents for accuracy and completion to provide policy recommendations to prospective and existing customers. Product research and troubleshooting data, such as lien holder information and VIN verification.

CHIMES SOLUTIONS – ATLANTA, GA 01/2019 – 05/2020

Service Delivery Consultant

Customer service representative in a call center environment, for various corporations open enrollment insurance verification process.

Assist participants with open enrollment process for active employees and new hires enrolling in commercial insurance, STD/LTD and COBRA.

Explain the process for Medicare/Medicaid, and Medicare Advantage insurance for retirees and spouses.

Explain and inform employees with their Health Flexible Spending Accounts, Health Reimbursement Accounts, etc.

Input personal data for medical approval of benefits. Adhered to HIPPA laws and rules.

Identifying documents that members sent to complete the medical verification process.

MERCEDES-BENZ FINANCIAL SERVICES – ATLANTA, GA 09/2017 – 06/2018

Kyyba Contractor - Employee Lease Administrator

· Daily administration of the MBUSA Employee Lease Program to include the implementation of program guidelines, processes, and procedures.

· Enter contracts into the portfolio system along with the associated documents with a high degree of data entry accuracy.

· Validate requests for approval and prepare documents with accuracy. Input contracts into the portfolio system.

· Light accounting for calculations purposes.

· Resolve employee concerns and issues. Supports Daimler affiliate coordinators.

· Accountable for preparing lease contracts and state specific vehicle titling documents.

· Facilitates the timely delivery of written leases to coordinators and dealerships for employee review and signatures.

· Follow strict program guidelines related to processing vehicle documents and MBFS procedures.

ATLANTA PUBLIC SCHOOLS TRANSPORTATION CALL CENTER – ATLANTA, GA

Kyyba Contractor - Call Center Customer Service Representative 08/2016 – 09/2017

· Monitor and answer telephone system and take calls from parents, schools, citizens. Make return calls to parents, schools, and citizens. Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact. Escalate incidents as dictated.

· Track and follow-up on incidents escalated to technical teams to ensure issues are resolved promptly and closed. Remotely connect to user computers and assist with resolving issues as necessary.

· Installing and setting up Air Watch on mobile devices. Ensuring that antivirus software installed on all machines and scans are completed routinely. Report to IT any suggestions that will improve process or make support easier or more efficient.

EDUCATION

University of Pittsburgh 1978 - 1980

Herbert H. Lehman High School 1974 - 1978

COMPUTER SKILLS

ConnectZ, Zoom, Skype, Microsoft Office 2010, Microsoft Excel, IBM 38, Avayya Phone System, WMS Logistic System, Inventory Management, Que Manager, Cisco Jabber, Enterprise Claim System.

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