Support Agent Customer Service
Resume:
ADRIENNE M. COFIELD
*** ***** ***** ** ************, TX
*************@*****.***
Seasoned and well-rounded Account Management Professional with strong Customer Service background
WORK EXPERIENCE
Allstate, Remote
March 2023
Subrogation Specialist
●Take ownership of pending claims, analyze documentation and settle basic, straight-forward, and routine claims efficiently and effectively
●Determine subrogation potential through investigation, research, and the gathering of evidence.
●Complete subrogation tasks designated within the clime process such as setting reserves, ordering reports, investigating through inquisition and/or research utilizing Accurint, LexisNexis, and other resources including SM.
●Set assignments with various vendors to complete component testing.
Jack Henry & Associates, Remote April 2021-March 2023
Account Management Representative
●Oversaw no less than 50 calls daily for credit union members and banking customers which decreased follow-up calls by utilizing multiple applications such as RSA, Netteller, Synapsys, LexisNexis, Digital Insight, Banno.
●Exceeded current metrics of 6:30 Average Handle time and 30 seconds Average Hold Time.
●Exceeded QA score and adherence by consistently scoring over 95%for this quarter.
●Provided product support for customer inquiries received via the telephone, Internet, instant message, email, or self-service systems.
●Provided members/customers’s resolution in a timely manner while securing PII and financial data per compliant standards.
●Facilitated new account set up and performed maintenance for existing accounts.
●Documented issues and resolutions, per compliant standards in Synapsys.
●Utilized escalation procedures to ensure complex support issues were resolved.
Sedgwick CMS, Virginia Beac
Aug 2019 - April 2021
Subrogation Adjuster
●Analyzed and managed first party property.
●Researched, investigated, and settled aged claims originating from compressive, collision, and/or mechanical breakdown losses.
●Conducted a minimum of 30 (daily) outbound calls to claimants, third party carriers, legal representation, and other stakeholders involved in the claims process.
●Adjudicated proper settlements up to designated authority level in relation to claims.
●Conveyed claim activity process with client and claimant.
●Delivered $300,000 in aggregate revenue which resulted in the settlement of aged claims.
●Drafted and secured agreements for Promise to Pay agreements when necessary to settle large dollar losses with claimants.
●Negotiated resolution of issues involving claimants, litigation, and carriers.
●Established/adjusted accrued liability.
●Pursued and managed subrogation and recovery process.
●Determined claimant’s liability by deciphering and interpreting the terms laid out.
●Researched disputes by utilizing Tomcat, 10 Point Inspection, and other maintenance reports to determine claimant’s financial responsibility or lack thereof due to prior damage.
Cox Communications Inc., Chesapeake, VA Nov 2017- March 2019
Inbound Sales Support Agent
●Procured greater insight through discovery to gauge and detect customers wants and needs and making recommendations for products and/or services on individual needs.
●Built rapport and cohesion with customers by initiating and maintaining clear communication.
●Awarded by district management for exceptional customer service skills.
EDUCATION
Tidewater Community College
Associate of Applied Science, Paralegal Studies, Litigation
72 CEUs completed
TECHNOLOGIES, CERTIFICATIONS, & LICENSES
Technologies: Salesforce, My Mitchell, Genesis, CRM, XP, Avaya, ICE, Workday, Xactimate, LexisNexis, E Sub-Hub/Arb Forum, Workday, Adobe, Silverlake, Tableau, Accurint,NextGen
Certifications: L3 Spanish Certification, Centre of Excellence
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