Customer Service Representative
Resume:
Regina Jones
SPECIALTY CLAIMS ADJUSTER
Lansing, IL 60438
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Authorized to work in the US for any employer Work Experience
SPECIALTY CLAIMS ADJUSTER
THE WARRANTY GROUP/ASSURANT - Chicago, IL March 2017 to May 2019
Conducted claim investigations to determine applicable direction based on program terms including auto liability claims
Coordinated with counsel to review and resolve coverage issues to mitigate claim costs
Managed claim payments up to $10,000.00 without supervisory intervention
Engaged in escalation resolution to mitigate client/customer issues
Examine claim forms and other records to confirm coverage
Audited claims for compliance
Collaborated with department personnel to address monthly KPI metrics through phone queue support
Facilitated approximately 800 monthly claims reviews
Coordinated with upper management to facilitate check recovery
Assisted with new hire agent/adjuster training as needed
Utilized AS400 and Salesforce systems to adjudicate claims
Handled other duties and projects as requested by upper management based on business needs
CUSTOMER SERVICE REPRESENTATIVE
March 2016 to March 2017
Recorded customer claims based on information received
Addressed approximately 1400 monthly claim inbound calls (claims and inquiries)
Identified and assessed customer needs to achieve satisfaction and resolution where possible
Handled other duties and projects as requested by upper management based on business needs
Food and Beverage Manager Assistant
February 2011 to March 2016
Managed and oversaw all banquet hall functions including inventory of food and beverage equipment, back-of-the-house operation for food and beverage service and coordination of all rentals, props, flower orders and linen.
Maintained operational budget and forecast of $1 million dollars.
Managed $550,000 annual budget for payables of all food and rental suppliers.
Negotiated and approved internal and external event contracts to completion, including menu planning, beverage selection and logistical set-up planning.
Developed and implemented on-boarding procedure guide and training materials for set-up and wait staff employee population.
Managed part-time and full-time staff of 20+ employees enforcing company policies and procedures to ensure food and safety regulations are being executed.
Authored executive management reports and presentations outlining cost savings strategies, budget efficiencies and operational improvements.
EVENT PLANNING COORDINATOR
APOSTOLIC CHURCH OF GOD - Chicago, IL October 2002 to March 2016
Helped ministry groups with the various tasks involved in coordinating special programs and regularly scheduled meetings, including scheduling rooms or working with offsite venues.
Arranged travel for guest speakers and/or musicians, including air, hotel, and local transportation. Monitor program budgets to ensure each assigned group meets or comes under budget.
Use cost-effective measures to order supplies for events, including bag suffers and giveaways, and stay within budget.
Assisted groups on day of event by troubleshooting issues that may arise, greeting special guests, and working with facilities and banquet hall staff to ensure proper room setups.
Relieve receptionist on busy multi-line switchboard as needed, answering calls and forwarding to appropriate person or department and receiving guests.
SALES ASSOCIATE
MACY'S - Calumet City, IL October 2012 to May 2014
Provide excellent customer service by accurately and expeditiously responding to requests for information on retail products, services, and merchandise.
Process purchases via various payment methods (i.e., cash, check, credit card/bank card, phone orders)
Acknowledge customers in a friendly and helpful manner
Determine customer needs based on personal features and other customer preference related factors
Demonstrate knowledge of store products and services to build sales and minimize returns
Suggest additional merchandise to compliment customer selection
Maintain a professional attitude with sincerity and enthusiasm reflecting Macy's commitment to our customer-the most important person in our stores
Be knowledgeable of and perform sales support functions related to point of sale procedures
Education
South Suburban College
1996 to 1998
Thornwood High School - South Holland, IL
1996
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