Customer Service Account Management
Resume:
Crystal Carter
Tolleson, AZ *5353
*****************@*****.***
EXPERIENCE
State Farm, Tempe, AZ – Property Complex Claims Specialist
March 2022- Present
Investigate insurance claim to determine if it qualifies for payment under the policy. Contact the insurer’s representative to obtain information about the claim. Obtain all necessary documentation from the claimant and/or witnesses. Review the entire file to ensure that no additional payments are due. Prepare an accurate report summarizing the investigation and findings. Provide any other assistance requested by the insurer’s representatives. Inform the insurer when the claim has been closed. Keep records of all work performed in connection with the claim. Maintain confidentiality regarding information obtained during the investigation. Follow up on outstanding issues related to the claim.
*Currently hold licenses in : CA, IL, WA, OR, NM, AZ, and CO
Reliant Property Preservations & Liquidations, Phoenix, AZ — Owner, Project Manager
AUGUST 2019 - PRESENT
Monitored store closings which included demolition, store fixture removal and refrigeration removal. Coordinated internal and third-party vendors for execution of multiple projects nationwide. Followed precise scope of work for each project, adhering to deadlines. Performed risk management to minimalize potential risks. Maintained insurance compliance and ongoing training for preferred vendors. Managed payroll, audits, and bids for each project.
Clear Capital, Phoenix, AZ — Data Collection/BPO Agent
SEPTEMBER 2019 - PRESENT
Data Collection Agent: Conducted interior and exterior property inspections. Measured interior and exterior footprint of residential structure. Provided photos to report upgrades, repairs, or damage to the property to provide to appraiser.
BPO Agent: Conducted exterior inspections to report condition of residential properties. Provided comparable property reports for the purpose of estimating the value of the property.
Swift Transportation, Phoenix, AZ — Billing Analyst
MAY 2019 – FEBRUARY 2020
Perform timely and accurate billing of dedicated accounts in accordance with customer requirements as stated in their contracts. Communicate with on-site operations personnel to ensure that all required information is obtained prior to customers' deadlines for completing invoicing. Verify and interpret dedicated contracts to ensure rates and accessorial items applied to invoicing are current and accurate for dedicated invoicing templates. Correct and re-transmit any rejected Electronic Data Interchange (EDI) invoices as identified.
JP Morgan Chase, Phoenix, AZ — Sr. Operations Specialist II
MAY 2018 – APRIL 2019
Prepared and moved mortgage loans to closing. Reviewed the documents to ensure they met loan conditions, and coordinate with the Loan Officer to obtain additional documentation. Completed loan submissions and updated conversation log as needed. Worked directly with Management Agents/ HOA / Developers to ensure high customer satisfaction. Ordered and reviewed and submitted Condo/ Coop and Attached PUD documents before submission to underwriting. Checked alternative documentation for accuracy and potential problems. Managed pipeline
Westford College of Real Estate — Licensed Realtor, Arizona
August 2014 – September 2014
Gateway Technical College – Kenosha, WI
Computer Information Systems
August 2006 – September 2007
Waukegan High School, Waukegan IL — Diploma
AUGUST 1993 - MAY 1997
SKILLS
Ability to learn on the job.
Team Player.
Goal Oriented.
Problem Solving.
Adaptability.
Critical Thinking
AWARDS
Arizona Real Estate License
Performs daily operation-specific duties that directly relate to the products and/or services assigned
Supports in the development and maintenance of a strategic business plan that fully reflects the clients program objectives and how the company provides solutions to align to those objectives and specifically guides our operational, financial, clinical and relationship initiatives. Understands the client's organizational structure and demonstrates the ability to apply this knowledge in business and retention planning for the client.
Ensures Service Level Agreement performance. Documents and maintains required reporting
Owns overall internal account satisfaction within the company as well as satisfaction with each support area particularly account management.
Develops and maintains multi-level relationships within client organizations which includes maintaining contract requirements. Communicates and updates account service information to appropriate internal staff. Makes presentations to the professional community to enhance the visibility and image of the company.
Supports the account management team to ensure performance standards are measurable and realistic to achieve and/or exceed to avoid penalties. Manages methodology, reporting and communications.
Ensures all Customer and Account-Facing services are provided in a consistent and timely fashion.
Resolves or appropriately escalates customer service issues in conjunction with operations (claims, service, and systems).
Coordinates with the compliance department on knowing and understanding state and federal regulations and the implication to customer impact.
Proactively communicates to internal and external contacts.
Demonstrates contract understanding and detailed knowledge of business requirements.
Assists in the coordination with legal to ensure contract compliance.
Supports the account management team in the definition of customer reports and ensures coordination with the client.
Prepares and supports presentations of customer reports with meaningful analytics, trending and recommendations for program improvement based on findings.
Supports the account management team ensuring
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