Customer Service Representative
Resume:
Alex Ellis
South Portland, Maine 04106
adx9c4@r.postjobfree.com
https://www.linkedin.com/in/alex-ellis-319b98b1/
Summary
Results-driven professional with expertise in data analytics and insurance claims. Seeking a challenging position to leverage my skills and contribute to business growth. Strong problem-solving, communication, and critical thinking abilities combined with proficiency in SQL and PowerBI
Skills
Data Analytics, Customer Service, Complex Problem Solving, Effective Communication, Critical Thinking, Documentation, Expressing Empathy, Flexibility, PowerBI, SQL, Excel
Experience
January 2023-Present
Allstate – CARD Support
Spearheaded the development and publication of impactful PowerBI Dashboards, providing representatives with valuable insights and enhancing decision-making processes
Managed a deployment pipeline, ensuring smooth and efficient release of software updates and enhancements
Leveraged SQL queries to conduct in-depth data research, analysis, and troubleshooting, resulting in actionable recommendations and improved operational efficiency
Collaborated closely with the development team to identify and resolve bugs and errors, ensuring a seamless user experience and optimizing system performance
Proactively communicated with Market Leaders and Upper Management to address issues, provide timely updates, and minimize service outages
Applies data-driven insights to analyze performance trends, identify areas for improvement, and develop targeted strategies to enhance business outcomes
April 2022 - January 2023
Allstate - Commercial Liability Determination Unit Adjuster
Demonstrated exceptional problem-solving skills by independently settling 1st and 3rd party automobile claims while providing outstanding service to customers
Guided and mentored less senior coworkers, sharing expertise and fostering a collaborative team environment
Conducted thorough investigations into policy coverages, benefits, and limits, ensuring accurate and fair claim assessments
Effectively communicated coverage details, estimates, and the claims process to customers and agents, ensuring clarity and understanding
Leveraged virtual methods to deliver fast, fair, and efficient service, meeting and exceeding quality and metric expectations
Successfully managed multiple workstreams, prioritizing tasks and maintaining high levels of productivity
December 2021 - March 2022
AAA Northern New England - Real Time Analysis Coordinator
Assumed additional responsibilities as a Claims Service Representative, demonstrating versatility and adaptability
Served as a valuable resource and mentor to coworkers, providing guidance and support in day-to-day operations
Monitored the Take and Retain phone queue system, ensuring efficient call handling and optimal customer service
Maintained workload balance among adjusters, facilitating smooth operations and maximizing team performance
June 2018 - December 2021
AAA, Portland, ME - Claims Service Representative
Settled claims in accordance with state and company guidelines, demonstrating meticulous attention to detail
Proactively kept members informed throughout the repair process and settlement procedures, providing exceptional customer service
Conducted comprehensive liability investigations to gather and analyze evidence to determine accurate claim outcomes
Evaluated and negotiated property damage settlements, ensuring fair and prompt resolution for all parties involved
Maintained thorough documentation in adherence to regulatory standards, facilitating efficient claim processing
Processed payments accurately, adhering to Department of Insurance standards
Handled incoming claims calls, providing professional assistance and guiding customers through the entire claims process
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