Customer Service Project Management
Resume:
Lakeshia Santos
Buffalo, NY *****
*********@*****.***
SUMMARY OF QUALIFICATIONS
Capacity for working efficiently in a fast-paced setting while handling multiple priorities
Proficient in Microsoft Word, Excel and Internet Explorer
Successful in negotiating problem-solving solutions for complex issues
Excellent organizational, communication and interpersonal skills
Ability to work independently and within a team setting
SUMMARY OF SKILLS
Analytical Skills
Team Work
Financial Acumen
Project Management
Customer Satisfaction
Detail oriented
Investigation Skills
Leadership
Negotiation
Attention to Detail
Critical Thinking
Time Management
PROFESSIONAL EXPERIENCE
ICS Adjuster 8/2022-10/2023
GEICO (Getzville, NY)
Accurately evaluated insurance claims to determine the extent of GEICO’s liability by analyzing policy terms and conditions
Conducted in-depth investigations, including interviewing claimants, witnesses and professionals
Gathered and reviewed evidence such as police reports, medical records and other documentation
Inspected property damage and personal injury claims to estimate costs for repair or replacement
Maintained detailed records of claim activities including investigation notes
Adhered to federal and state regulations, as well as GEICO’s internal policies and procedures
Communicated with various departments such as underwriting, legal, and finance to ensure efficient claim resolutions
Provided exceptional customer service by guiding policy holders through the claim process
Customer Service Representative 10/2013-09/2022
Center One (Buffalo, NY)
Provided support for credit card holders answering questions regarding account balances and transactions
Handled a high volume of inbound calls and made outbound calls to follow up on customer inquiries
Processed secure and accurate payment processing over the phone
Conducted soft collections by contacting customers regarding overdue payments
Complied to company policies to ensure the security and confidentiality of customer information
Consistently met key performance indicators such as call handling times, payment collection rates and resolution times
EDUCATION & CERTIFICATIONS
Villa Maria College – Bachelor’s degree in Business Administration (Dean’s list during entire program)
GEICO – NYS adjuster’s license
HONORS
Phi Theta Kappa – National Honor Society
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