CASSANDRA DANIELS

Mobile, AL ***** 251-***-**** adxx43@r.postjobfree.com

ACCOUNT REPRESENTATIVE

Strategic, proactive, positive operations professional offering expertise in partnering with existing / prospective clients to discuss their needs and match them with the company’s products to optimize customer satisfaction. Innovative, goal-driven business partner, effective communicator, and problem-solving project manager known for building relationships with internal / external partners at all levels, handle customer complaints, and demonstrate empathy and compassion to customers well-being. Collaborative leader with demonstrated successes in partnering with cross-functional teams to negotiate contracts/settlements, handle/process paperwork, find solutions for customer queries / complaints and clearly explain next steps, foster long-term relationships with clients, and help grow the business.

CORE COMPETENCIES

Claims Processing Accounts Receivable / Credits Vendor Relationships Writing Collections Event Coordination Concierge Customer Service Reporting Account Management Processing Information

TECHNICAL PROFICIENCIES AND SYSTEMS

Microsoft Office Applications PC Knowledgeable and Office Equipment Claim Source Troubleshooting Payment Center Cable Data (DST) COMTRAC Order / Data Entry Database Maintenance Call Center Operations Shipping / Delivery Tracking Disconnect Orders CSG Billing Salesforce Service Calls eSLAM Portal ABT System Xactimate/XactAnalysis Workbench Instant Messenger (IM) and Teams

EXPERIENCE

CNC Catastrophe and National Claims, Carrier-State Farm, Mobile, AL

Property Desk Adjuster, Mar 2023 – June 2023

Processed Weather related and non-weather-related Daily Claims.

Assisted policyholders with the claims process once FNOL has been created.

Managed an average of 75-90 claims daily.

Worked with policyholders regarding claim supplements.

Used Xactimate to create dwelling/fence estimates and Xact Contents for personal property.

Worked with Eagle View for virtual measurements for fence estimates.

Utilized ClaimXperience for virtual inspections and worked with the policyholders on obtaining videos and pictures during live calls on these inspections.

Closed an average of 15-20 claims weekly.

Discussed policy coverages with the policyholders and created denial letters when applicable.

Worked with Public Adjusters and Contractors regarding reconciliations.

Updated the Agent Office with claim statuses and closures.

Processed payments to vendors and policyholders.

Performed file review on Contractor and Vendor estimates for settlement/reconciliation purposes.

CNC Catastrophe and National Claims, Mobile, AL

Flood and Property Desk Adjuster, Oct 2022 – Feb 2023

Supported 10 field adjusters with NFIP claims for catastrophic and daily events.

Processed claim documents through the company’s internal systems, Claim Source and ClaimXperience.

Supported the case load of the field adjusters, up to 150 claims at a time as they closed out for payment approval by the insurance company.

Performed a preliminary file review for the NFIP binding report to be sent to the insurance carriers to provide an update on the initial report. Documents included Underwriting Reports, photos, inspection report, mortgage information, etc.

Completed Risk Rating 2.0 documents for carrier approvals.

Worked with Public Adjusters and Attorneys to obtain compliant Letters of Representation to collaborate on claims.

Followed up with policyholders and Field Adjusters every 4-10 days on claim updates.

Assisted policyholders with gathering information on their damaged contents and personal property inventory to be included in their claim.

Reviewed policy language for Dwelling, RCBAP and GP, when applicable with policyholders and helped with settlement opportunities.

Contacted the insurance companies with status updates that were outstanding at 30-60-90 day, etc., increments.

LIBERTY MUTUAL INSURANCE, Mobile, AL

Associate Service Representative (Commercial), Aug 2022 – Oct 2022

Worked with Insureds on coverage and policy inquiries while adding and removing products based on the need.

•Reviewed Policies for Business Owners and Contractors.

•Interpreted policy contracts to insureds based on active products.

•Issued Certificates of Insurance.

•Added/Removed coverages for property and auto policies.

•Utilized cross-selling when applicable for additional coverage needs after identifying and understanding the need of the insured.

•Used technical systems Sales Force, @Work and eCLIQ including desktop and call center specific phone systems (Triton) and internet to assist with information.

•Worked from Home while being included in a call center environment.

COMCAST CABLE, Mobile, AL July 2001 – February 2022 (work history)

Community Account Representative (CAR), September 2016 – February 2022

Supported leasing staff and maintenance in 88 apartment communities and 3 single-family subdivisions with monthly visits by training and keeping them updated with all products and promotions.

Managed $2 billion in yearly revenue for communities and subdivisions.

Promoted products and services with leave-behind marketing materials and move-in kits for new residents.

Met monthly average of 150 property visits.

Gained an average of 5 to 10 new customers per property monthly for assigned portfolio while adding a single, double or triple product as a new line of business to each new customer.

Utilized lunch and learn meetings with all staff members to discuss new products/changes and any outstanding issues or customer concerns.

Sponsored resident events to assist them with setting up new services, providing snacks, giveaways, and promotional items which resulted in 2 to 3 new customers on average.

Drove to properties, reported cable wiring issues, and picked up equipment left behind from move-outs.

Placed orders for outside equipment repairs, lockboxes, pedestals, and unburied cable wire while maintaining a solid relationship with Tech Ops to ensure all issues were resolved in a timely manner.

Functioned as a concierge service to the entire property including residents.

Used Sales Space program and CSG billing system to monitor all activity, visits, metrics, sales numbers, events, etc.

(Comcast) Business Services Account Coordinator, Advanced Voice, February 2009 – September 2016

Served as support for 10-15 SBAES (Account Seniors) and 2 VSS (Engineers).

Supported hospitality (hotel and hospital) orders.

Assisted with setting up contracts for both SMB and AV orders for sales opportunities.

Maintained a relationship with business owners to ensure their satisfaction with our products and services.

Trained new hires on operations and systems, onboarding duties.

Reviewed contracts before submitting them to the APS team (order processing).

Collaborated with the APS team for QA to ensure all order errors were corrected before submitting to Project Managers (PM).

Followed installation dates and assisted where needed with reschedules. Setup service calls for service-related issues for business customers

Facilitated meetings with Business TechOps to stay updated on concerns from the field and relayed information to our B2B reps and Management.

Ran Closed / Lost reports for BAEs to assist with possible sales opportunities.

Managed construction projects for new build areas and maintained a working relationship with the local Construction Manager and new development team on different site locations from beginning to end.

Monitored the products sold tracker to see where we were with monthly sales.

Operated as the BEN Facilitator for the employee business referral program and processed referral payouts.

Pulled area reports and distributed to sales according to their territories.

Filtered and assigned sales leads for B2B Reps.

COMCAST CABLE, Mobile, AL March 2008 – February 2009

Check-In Clerk

COMCAST CABLE, Mobile, AL, 2001-2006, 2007-2008 (rehired)

Customer Account Executive I / II Payment Center Lobby Rep Collections Clerk

EXPO DESIGN CENTER OF HOME DEPOT, Orange, CA, 2006-2007

Décor Expeditor

JACKSON HEWITT TAX SERVICES, Mobile, AL, 1999-2001

Books Clerk Tax Agent

KELLY SERVICES, Mobile, AL, 1999-2001

Lead Telemarketer at Comcast Cable

PROFESSIONAL DEVELOPMENT

Accounting Clerk Certificate, Long Beach City College, Long Beach, CA

Customer Service Certificate, NCTI course through Comcast Cable

Insurance Adjuster License, AL-#300*******, LA-#1003121, MS-#10845266, SC-#18761099, TX-#2824686, FL-#W853337, GA-#3516896, WV-18761099, KY-#DOI-1206063, NM-#18761099, OK-#300*******, MI-#18761099, AZ-#18761099, AR-#18761099, IN-#3892167, MN-#40866016, UT-#986588

Property and Casualty Producer License, US and District of Columbia

Symbility Certificate, USAA IA Certificate, State Farm Auto/Policy/Estimatics

NFIP Flood Participation Certificate, FCN # 001*******

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