Customer Service Support

Shikietha Braswell

*****************@*****.*** 478-***-**** Conyers, GA

SUMMARY

Dedicated professional with 21 years of experience in customer support and account management, skilled in billing systems, fraud analysis, and claims support. Excelled in roles requiring customer service excellence, data entry accuracy, and problem resolution. Seeking to leverage expertise in a Customer Support role, bringing a strong track record of managing client relations and improving customer satisfaction. WORK EXPERIENCE

Statefarm Mutual Insurance Company Dunwoody, GA

Senior SFPP Account Rep (Remote) Jul 2019 - Present

• Provide comprehensive customer service via chat and phone, assisting with inquiries related to new property insurance purchases and coverage details.

• Assist agents and their staff with billing inquiries, error resolutions, and navigation of new billing systems, ensuring accurate payment processing.

• Collaborate in the development and implementation of training programs for internal customers on new billing system procedures.

• Maintain accurate records by entering data for billing explanations and breakdowns, utilizing database software to manage information efficiently.

TSYS, INC. McDonough, GA

Fraud Analyst I Customer Service Agent Mar 2018 - Jul 2019

• Analyzed customer transactions to detect and flag fraudulent activities, leading to the timely submission of fraud claims and the cancellation of compromised transactions to mitigate potential financial losses.

• Provided expert support for escalated calls, assisting colleagues in handling complex customer interactions, and contributed to data entry efforts that tracked and identified trending fraudulent patterns. Ricoh, USA Macon, GA

Accounts Receivable Representative Mar 2015 - Mar 2018

• Managed a portfolio of accounts to facilitate the collection of past due balances and ensured timely resolution of accounts receivable discrepancies.

• Initiated contact with customers to discuss and negotiate payment of outstanding invoices, maintaining positive client relations.

• Conducted thorough research to resolve customer complaints and account irregularities, achieving satisfactory outcomes for all parties involved.

The Southern Center for Choice Theory Macon, GA

Customer Service Manager Specialist (Remote) Mar 2013 - Mar 2015

• Managed customer service operations by facilitating new patient intake, organizing file systems, and processing payments to ensure smooth business functionality.

• Coordinated and supervised visitations for children with open DFAC cases, maintaining a secure and supportive environment for family interactions.

GEICO Macon, GA

Licensed Claims Customer Service Aug 2008 - Mar 2013

• Managed the filing process for new claims and provided comprehensive support to customers and adjusters, enhancing the efficiency of claims resolution.

• Conducted thorough research on claims to determine coverage eligibility and liability decisions, ensuring compliance with policy guidelines.

• Processed payments for claims based on auto damage assessments, facilitating timely financial assistance to policyholders.

Assurant Atlanta, GA

Customer Service Claim Representative Dec 2006 - Aug 2008

• Delivered comprehensive claims support to customers and adjusters, ensuring efficient filing and documentation of new claims.

• Conducted thorough investigations into claims to verify coverage and review any prior related claims. Allstate Marietta, GA

Senior Licensed Sales Associate May 2004 - Dec 2006

• Assisted customers by clarifying insurance coverage details and managing account inquiries, including delinquent billing notifications and payment processing.

• Generated new business by writing hazard and auto insurance policies, and enhanced customer retention through effective cross-selling initiatives.

GEICO Macon, GA

Licensed Service Associate Jan 2003 - May 2004

• Assisted customers by explaining coverage details, troubleshooting policy errors, processing payments, and arranging payment plans.

EDUCATION

Fort Valley State University

Major Area of Study: Liberal Arts, Liberal Arts

Fort Valley, GA

Jan 2024

CERTIFICATIONS

Licensed Property and Casualty Insurance Agent Jan 2003 lapse in 2013 then again in 2020

Licensed Property and Casualty Insurance Adjuster Feb 2008 lapse in 2013 SKILLS

Microsoft Office • Excel • Typing • Bookkeeping • Accounting • Organizing • Coordination • Online Research

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