Customer Service Support

ABRIL ELLIS

**********@******.***

OBJECTIVE

Dedicated and detail-oriented Call Center Claims Agent with 10 years of experience in handling customer claims, providing outstanding service, and resolving issues efficiently. Skilled in managing multiple tasks in high-pressure environments, using customer service software, and ensuring accurate and timely claim resolutions. Seeking to leverage expertise in claims handling and communication in a dynamic customer support role.

EXPERIENCE

Claims Agent

Georgia Power

June 2022 – Jan 2025

Handle inbound and outbound calls for claims processing, ensuring timely and accurate processing of claims.

Communicate with clients to explain policy coverage and claim procedures, addressing customer inquiries.

Collect and review claim documents to verify accuracy and eligibility, ensuring compliance with company policies.

Work with third-party providers to gather additional claim information and resolve issues.

Manage up to [X] claims per day, meeting company targets and maintaining a high customer satisfaction rate.

Identify and resolve customer issues, disputes, or concerns, escalating complex cases when needed.

Maintain detailed records of claims and customer interactions in the company’s CRM system.

Follow up with customers to ensure claims are processed correctly and promptly.

Customer Service Representative

StateFarm Atlanta GA

Jan 2020-June 2022

Answered customer inquiries via phone, email, and live chat, providing product information and resolving issues.

Processed customer claims and returns, ensuring all relevant information was recorded accurately.

Delivered personalized service, addressing client needs and concerns to achieve a high level of customer satisfaction.

Assisted customers in navigating company policies, products, and services effectively.

Customer Support Agent

Lash Group Team leader/Trainer Charlotte NC

Aug 2016- Dec 2019

Provided technical support and assistance to customers, troubleshooting billing and service issues.

Managed account changes, including billing inquiries, service cancellations, and technical service appointments.

Processed service requests and maintained accurate records of customer interactions and resolutions.

Trained 20-30 new hires.

EDUCATION

BA In PSY SNHU- New Hampshire

SKILLS

Claim Investigation & Resolution

Customer Service Excellence

Data Entry & Claims Documentation

Inbound/Outbound Call Handling

Conflict Resolution & Problem Solving

Multi-tasking & Time Management

Knowledge of Insurance Products & Policies

CRM and Call Center Software (e.g., Salesforce, Zendesk)

Active Listening & Communication Skills

Strong Attention to Detail

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