Claims Representative /customer service rep
Resume:
ELLA SHEPHERD
**************@*****.*** ● Dallas, TX 75243 ● Mobile: 214-***-****
SUMMARY OF QUALIFICATIONS
Customer service representative with 10+ years of significant experience in providing
consistent and dependable service within the insurance industry. Fast learner, diligent and
focused on success. Well respected by peers, management and customers. Received excellence in customer service. Completed State Farm Estimate and Property Certification as well as an adjuster’s license.
SKILLS
● Skilled in data entry, inbound/outbound calling
● Excellent background in customer service, consumer collections
● Great at multi-tasking and navigating through various databases
● Proficient in MS Office - Word, Excel and Outlook
EXPERIENCE
ALACRITY SOLUTIONS – Dallas, TX - Claims Customer Service Representative
October 2023 – August 2024
● Processed new and existing claims through various channels including inbound and outbound
calls, email, and chat.
● Documented claim file activities after contacting the insurance carrier for prior claims.
● Displayed active listening and superior customer service skills for internal and external clients.
AMTRUST INSURANCE (ADECCO TEMPORARY AGENCY) - Dallas, TX
Claims Intake Representative
May 2022- December 2022
● Received claims through AmTrust Management to process
● Submitted claims to the appropriate adjuster’s auto-lawsuits as required
● Assisted with submitting packets through the system to the claimant as well as the policyholders
(agents).
MGA GAINSCO INSURANCE (QUEST PRO AGENCY) - Dallas, TX
Customer Service Representative
June 2021 - October 2021
● Accurately entered customer and claim information into system database
● Engaged in active listening with callers, confirmed or clarified information and managed the
call according to training
● Managed difficult or emotional customers in a calm, polite and professional manner
● Attended meetings and training and reviewed all new training material to stay up-to-date on
changes to program knowledge, systems, and processes
KEMPER INSURANCE - Dallas, TX - Customer Service Representative
November 2019 - March 2021
● Reviewed policy details, billing history, and process payments
● Reviewed and processed change requests via phone or email
STATE FARM - Richardson, TX – Customer Service Representative
July 2019 - November 2019
● Compiled damage and liability information from all claimants
● Reviewed in-house auto policy coverage
● Researched repair shop payments
● Determined claim liability
ASSURANT - Addison, TX - Customer Contact and Operations Representative
October 2018 - May 2019
● Handled vehicle warranty inquires through inbound calls
● Provided assistance to auto shops, dealerships, and account holders
● Submitted payments to repair facilities
NATIONAL LLOYDS INSURANCE COMPANY - Las Colinas, TX - Customer Service
February 2018 - October 2018
● Handled customer inquiries via incoming calls and emails
● Resolved customer complaints
● Processed policy payments
● Assisted agents with binding new policies
October 2017 - February 2018
Sought full time employment in the insurance industry. Studied for an adjuster’s license.
EXPRESS AGENCY (KEMPER INSURANCE) - Dallas, TX - Supplement Dispatcher
May 2017- October 2017
● Assisted various auto shops with vehicle damage supplements
● Dispatched insured’s information to the assigned appraisers
● Managed upcoming vehicle inspection dates
PILOT (STATE FARM) - Irving, TX - Catastrophe/Claim Representative
April 2014 - Feb-2017
● Processed new claims for home and auto under long-term contract
● Electronically compiled claimant data of moderate to serious nature
● Complied with State Farm claim procedures
EDUCATION
High School-Union Hill High School - Diploma
College - East Texas State University
Certificates - Estimate and Property, Auto IDL Certification 2018
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