Customer Service Human Resources
Resume:
PROFESSIONAL PROFILE
Over ** years in customer service with successful leadership experience, and a proven ability to meet and exceed the most challenging organizational goals and objectives. Recognized for exceptional problem solving, decision making, conflict resolution, adaptability, and creativity.
EXPERIENCE
10/2023 – 04/2024
ICONMA (Sedgwick)
Claims Associate - Consumer
As a Tier 2 Refunds Specialist – was responsible for processing first party property claims based on basic coverage as defined by client-specific program.
Made coverage determinations based on investigation/evaluation.
Adjudicated proper settlement or denials up to designated authority level.
Handled high volume of claims, phone calls and correspondence ensuring claim files were properly documented; met quality and production goals; and met customer guidelines and deadlines.
Answered and greeted customers’ calls in a courteous, friendly, and professional manner using the client’s policies, procedures, and/or practices.
09/2023 – 10/2023
Rose International (NGA Alight)
Customer Care Representative
Performed as a Tier 1 CSR for the various towers of services, such as Benefits, Organization Management, and Human Resources.
Answered and greeted customers’ calls in a courteous, friendly, and professional manner using the client’s policies, procedures, and/or practices.
Prepared and completed accurate work and updated customer tickets/files via the client’s system.
Effectively transferred misdirected customer requests to the appropriate party.
10/2021 – 05/2023
Crawford and Company (State Farm Insurance)
Auto Adjuster – Express Team
Reviewed the policy and determined how coverage applies and provided the customer with a detailed explanation of both the policy and the estimate.
Investigated single and multi- auto accidents involving property damage and/or bodily injury.
Documented claims through active listening and use of data to investigate and assess claim coverage, liability, and damages while reviewing medical records and/or bills.
09/2021 – 10/2021
Global Risk Solutions
Desk Adjuster Claims Associate
Responsible for reviewing first notification of loss (FONL), setting reserves, and making initial contact.
Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss and identifies potential liability when applicable.
Documented all aspects of property claims, determines repair cost, replacement cost versus actual cash value, utilizes replacement sources, and completes property reserving and issue payment transactions.
04/2013 – 09/2021
State of Florida
GOCII/Admin. Assistant/ Admin. Sec./Records Tech
Responsible for the internal management procedures related to the expense vouchers, travel itineraries, personnel forms and all fiscal purchasing and other related functions.
Performed complex executive secretarial, clerical, and administrative duties by answering high volume multiline phones, scheduling and preparing meeting agendas as well as occasional coverage of conferences, recording and disseminating materials for the office.
07/2012 – 03/2013
Wal-Mart
Customer Service Manager
Responsibilities included: managing a crew of up to 30 employees, trained new employees for performing effective and efficient daily tasks, evaluated employees through establishing criteria and responsibilities, meeting regularly with employees to ensure principles were met, planned workloads, deadlines, work objectives and time utilization.
Preformed register audits daily. Inspected the parking area for safety hazards. Efficiently operated various departments to ensure coverage.
2006-2012
M&M Services and Solutions
Shift Manager
Responsibilities included: shift scheduling, workstation assignments, rotations, employee training and back up for absent employees. Engaged actively with both the service users and contracted general managers on strategic matters pertaining to the contract. Coordinated production startup, shutdowns and changeovers, and met shift production goals
EDUCATION
2016-2017
Tallahassee Community College, Tallahassee Florida
AA degree
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