Customer Service Representative

Afton M. Welker

************@*****.*** www.linkedin.com/in/afton-welker-4A17A048/

Gilbert, Arizona •480-***-****

Summary

Communication Professional

Influential communication professional skilled in leadership and cultivating strategic partnerships.

Highly analytical and dynamic business communication professional with demonstrated expertise in forging and fostering productive business relationships. Skilled at leading cross-functional teams; driver of cohesive and efficient business operations. Articulate, engaging communicator; strong ability to build consensus among a group of business leaders. Dedicated education advocate; successful in integrating real-life experiences with classroom activities to develop a connection for students. Adept at designing instructional programs to meet the needs of diverse student groups.

Areas of Expertise

•Internal/External Communication

•Key Performance Indicators (KPI)

•Process Improvements

•Student Engagement

•Presentation

•System Implementation

•Reporting

•Student & Staff Development

•Technologically Proficient

Career Experience

Dual Enrollment Professor, Heritage Academy 2019 – Present

Facilitate and lead supportive learning environment for high school students. Design and implement dynamic lessons that broaden student’s subject knowledge and aid them in development of key skills. Evaluate students through assessments of course material; provide constructive feedback to students to aid in growth. Serve as a mentor; provide leadership that inspires students to excel.

●Spearheaded the development and implementation of online learning platform for three campuses; including curriculum, enrollment, course loads, and grading structure.

●Designed engaging curriculum to keep students connected during virtual learning.

Professor of Communication, Mesa and Gateway Community College 2017 – Present

Facilitate professional courses; prepare and deliver lectures, discussion topics, and assignments that engage adult students to assimilate life experiences with classroom materials. Design curriculum to inspire students and meet and exceed set standards.

●Design and execute virtual learning activities that adapt to a variety of learning styles to reach a diverse group of students.

●Facilitate class through virtual learning platforms: google, zoom, and webex.

●Awarded multiple teaching opportunities throughout the area; recognized by peers and students for superior classroom and content management.

Casualty & Liability Representative, American Family Insurance 2016 – 2020

Oversaw the evaluation and settlement of bodily injury claims across multiple states (Arizona, Nevada, Oregon, Washington). Demonstrated exceptional customer service; handled phone calls, resolved questions regarding claims, defined coverage and assessed injury levels, developed treatment plans, and negotiated settlements. Utilized communication expertise to share pertinent information with attorneys, as well as internal and external stakeholders.

Selected Contributions:

Drove initiative that streamlined processes and expanded claims customer service hours from 5hrs to 6.5 hours daily.

Led the organization of the United Way Campaign and take your child to work day for two years.

Served as member of Injury Advisory Committee.

ESO Casualty & Liability Representative, American Family Insurance 2013 – 2016

Handled early settlement of bodily injury and property damage claims. Displayed exceptional customer service and communication skills; handled incoming and outgoing phone inquiries, aided customers with claim concerns. Evaluated and established liability; handled treatment plans and settlements for minor injuries.

Additional Experience

Casualty & Liability Representative, ACCC

Casualty & Liability Representative, Esurance

Express Claims Representative, Esurance

Education

Master of Arts, Communication

Purdue University

Bachelor of Arts, Communication

Arizona State University

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