Customer Service Support

Karen McDaniel

Gulf Shores, AL *****

**************@*****.*** 251-***-****

Remote Customer Support Insurance Admin Operations Specialist

Professional Summary

Seasoned and resourceful professional with 10+ years of experience in customer service, claims management, and remote operations. Adept at handling high volumes of work with empathy, efficiency, and accuracy. Proven leader in training teams, managing client relationships, and improving workflows. Seeking a remote, part-time role where reliability, communication, and problem-solving are valued.

Core Skills

Customer Service Claims Administration Conflict Resolution Remote Work Policy Review Communication Microsoft Office & Google Suite CRM Software Multi-State Licensing Time Management Team Leadership Quality Assurance

Professional Experience

Independent Insurance Adjuster — Remote

Self-Employed Aug 2016 – Present

- Managed full lifecycle of homeowner insurance claims from intake to settlement across 21+ states.

- Provided customer support during high-stress property loss events, ensuring clear communication and empathetic guidance.

- Reviewed and negotiated estimates using Xactimate, Symbility, and other industry platforms.

- Conducted detailed investigations and recorded statements in compliance with carrier and state requirements.

- Served as file reviewer for 2 years, ensuring accuracy and policy compliance for contractor/adjuster estimates.

- Licensed in 23 states with extensive CAT claims experience up to $5M losses.

Senior Analyst / Call Center Manager

BrownGreer PLC May 2012 – Feb 2016

- Supervised 40+ claims processors in a fast-paced legal claims call center.

- Delivered training, coaching, and performance reviews to maintain quality and efficiency.

- Handled sensitive data and resolved escalated client concerns with professionalism.

- Managed vendor relationships and daily operations for satellite office.

Area Manager / Business Development

Meyer Real Estate Apr 2007 – Jan 2012

- Oversaw 200+ vacation rental units and coordinated service, marketing, and owner relations.

- Developed onboarding and training programs, increasing staff retention and satisfaction.

- Strategically set rental pricing, increasing owner participation and occupancy.

- Maintained portions of the company website and managed owner communications.

Education

Associates in Business Administration

University of Alabama, Tuscaloosa, AL

Certifications & Licenses

- Property & Casualty License (active through Dec 2025)

- Insurance Adjuster License (active through Dec 2024)

- Licensed in 21 states

Technology & Tools

Microsoft Office Google Suite Xactimate Symbility CRM Software Zoom Email Support File Management

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