Customer Service Claims Representative

************@*****.*** Lake Stevens WA ***** 425-***-****

OBJECTIVES

Accomplished trailblazer seeks a challenging position within a thriving, growing company to apply conflict resolution, leadership and motivational skills whilst overseeing a team of professionals to increase productivity and company success.

SKILLS

Conflict Resolution: Active listening, adaptability, expressing empathy, critical thinking, decision making, leadership, accountability, and ownership.

Communication: Interpersonal skills, problem solving, collaboration, negotiation, and networking.

Project Management: Cross department collaboration and communication, organizational skills, time management, software utilization and SOP development, creative approach to change management and flexibility to company demands. SYSTEMS

Microsoft Office including: Outlook, Excel, Word, Teams, Powerpoint, and Drive. Jira, Dropbox, Salesforce, CRM

(Consys), DocuSign, Birdeye, Front, Zoom, Grammarly and Cisco. EXPERIENCE

Reedhein & Associates

Resolution Manager 12/12/2019 – 10/01/2021

Managed and prioritized high profile escalations at an executive level such as Attorney General complaints, attorney demands, the Better Business Bureau, endorser complaints, news feeds and all social media platforms.

Created and executed Settlement & Release Authorization DocuSign documents to ensure a safe delivery of refunded fees once approved.

Co-ordinated cross-department line training to create relevant SOPs and impact guides on the workflow and expectations when creating and submitting Escalation tickets.

Worked in tangent with inhouse and external legal counsel to deliver verbatim responses to arbitration/litigation refund claims and requests where necessary.

Engaged in communications with highly escalated clients to gain a greater understanding of their submissions to reach a fair and equitable resolution through creative problem solving.

Monitored and tracked the escalations pipeline and workflow to ensure that all resolved tickets were appropriately dispositioned and delegated. On average closing 50 claims per month.

Assisted accounting with their monthly write offs and case closures while maintaining fiscal responsibility.

Reedhein & Associates

Retentions Specialist 04/16/2019– 12/12/2019

Serve as the subject matter expert for customer relation and retention functions and manage all high-level escalations to completion.

Responsible for allocation of refund and reimbursement budget while maintaining a 75% retention rate and ensuring refunds were (when applicable) 30% under budget throughout the entire client experience.

Utilized partners and internal stakeholders’ relationships with a focus on operational effectiveness and client satisfaction.

Monitored, analyzed, forecasted, and reported retention budgets including escalation queue, reimbursements, refunds and saves. Worked cross-departmental lines to improve processes and training to prevent further escalation. Reedhein & Associates

Customer Relations Account Coordinator 03/12/2018 – 04/16/2019

Acted as a point of contact for highly escalated clients and liaised via email, telephone, written or in-house meetings to ensure the clients experience was restored in a positive manner.

Prioritized and organized client expectations and experiences with transparency, honesty, and efficiency.

Adhered to high-priority case deadlines such as the Better Business Bureau, social media platforms and client demands.

Consulted with in-house legal counsel to ensure responses to complaints complied to the companies’ policies, procedures, and vision. Educated and advised clients on the legal practices and disclosures as mentioned in the contractual Exit Agreement.

Determined case eligibility for refund requests by discovery and investigating file documents, gathering evidence from the clients, and reviewing all appropriate information to determine the appropriate course of action. Puget Sound Energy

Claims Representative December 2016 – December 2017

Ensured timely communications with policyholders, third parties and claimants; pursued, documented and reviewed information to complete all assignments within the given deadlines.

Performed O&M and Capital write off requests for claims which had reached their statute of limitations.

Investigated property damage, liability demands, and collision claims including those that required a driving license suspension via the DOL.

Filed and mailed out Promissory Notes and Confession of Judgment documents for those wishing to create payment arrangements for outstanding balances.

Reclaimed damage fees in excess of $240,000 per month, while managing liability pay out costs under $100,000, responsible for completing all claims within 30 city territories independently with an average of 50 cases per month.

Processing and executing 30-day letters for unpaid claims and assigning outstanding debts to legal council or collection agencies.

ADDITIONAL WORK EXPERIENCE

Upgrades and Retentions, Sales Manager, Marketing, Customer Service Supervisor, Customer Service Trainer, Retail Manager, Hospitality, Health Care, Support Teacher, Self-employed Piercist, Reviews Specialist and Collections.

EDUCATION

Edmonds Community College (USA) November 2015

Wickersley Sports College (UK) September 2000 – May 2010

Aston Sixth Form (UK) September 2006- May 2008

Dearne Valley College (UK) May 2004- May 2005

REFERENCES - Available upon request.

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