Customer Service Representative

Keshanne Scott

Objective

Obtain a career position as a customer service representative, where customers and internal relations experience can be fully utilized to improve customer satisfaction and promote the company’s brand name. Account Representative 01-13-2025- 05-12-2025 Intralox LLC Harahan, La 70123

• Manage production control box, reassign tasks and request to appropriate team.

• Manage request for quotes and orders received through multiple communication with a high degree of accuracy learned through training courses.

• Handle order modifications, cancellations and expedite orders.

• Manage a large volume of transactional work.

• Actively participate in continuous improvement efforts with emphasis on production control processes.

• Assist customers, build and expand customer relationships. Catering Worker 07-15-2021- Present Dickie Brennan Catering New Orleans, La 70118

• Catering Worker for Hospitality Events, Parties, Corporate Picnics- Part Time Seasonal Worker 08-16-2021- 12/27/2024 Progressive Insurance Company New Orleans, La Loss Assignor

• Loss Assignor is responsible for assigning losses and dispatching tasks within an established territory. Assigns and triages claims or inspection assignments to the appropriate claims representative based upon the representative’s workload, experience, and or/and geographical territories, in a timely manner.

• Assigns claims and dispatch tasks for handling resolution, contingent upon business area and function.

• Recognizes any potential claims issues distinguishing between minor and major claims issues.

• Accurately assigns claim or dispatch task based upon nature of work and training, expertise and skills, and territory of representative, collaborating with dispatch and field leaders when necessary.

• Manages request to add/schedule dispatch tasks based on resource capacity.

• Recognize what exposures need to be opened based on the facts of the loss and coverage on the policy and provide timely notification of the new claims to claims management for appropriate level of claims review.

• Manages and assigns for PCS and ARBI representatives in Louisiana, Alabama, Mississippi Claims Admin Support Specialist Int.

• Performs general clerical duties. Duties and tasks are a mix of standardized and non-routine in nature. Resolves a variety of questions and problems. Refers more complex issues to higher levels.

• Utilizes customer service competencies to interact by phone and mail with multiple internal and external contacts such as customers, vendors, medical providers, attorneys (plaintiff and defendant), law enforcement agencies.

• Operates and maintains office equipment such as fax, printing and copying machines.

• Coordinates office shredding with Progressive vendor.

• Conducts proactive file maintenance - forward files as needed (to Claims Reps, Subro, Salvage, etc.), archive older files, update filing system as needed, manages file inventory, etc.

• Work in computerized claims systems processing forms and documents requiring adherence to established procedures and rule sets.

• Assist with CP training as needed. Assist with Loss Assignment when needed.

• Assist with Board management of other offices in surrounding La. Offices and assist with other duties as needed upon staff shortage as needed.

• Assist with or execute paperwork exchange on behalf of Progressive for customers coming to the office, via FEDEX mail, drop box, postal mail, UPS. This includes accurate salvage handling and mailing of total loss paperwork to the proper location.

• Ability to operate via Claim Station to assist with daily duties as a processor. 10-16-2020-12/4/2020 Progressive Insurance Company New Orleans, La Claims Adjuster Trainee

• Training to determine coverage

• Training to determine liability

• Training to Interview customers, claimants, witnesses

• Training to negotiate with customers and other insurance carriers and resolve claims. 7/16/2014 -10/2/2020 Pan American Life Insurance New Orleans, La Claims Associate/Producer Services Associate

• Receive incoming claims and related claims correspondence

• Enter claims data into claims admin system and adjudicate claims

• Accurately code explanation of benefits, audit claims procedures, analyze claims

• Maintain workbench and board task timing standards

• Attend to claimant and provider injuries concerning pending and processed claims

• Maintain 15day max to adjudicate claims.

• Process, accident, dental, life claims electronically, via mail in timely manner

• Initial Licensing, Appointing and Contracting of New Producers for Domestic and International Dollar Individual lifeline of Business.

• Initiate Background Checks, Database Checks

• Coordinate initial Anti-Money Laundering training

• Review Credit and Criminal Reports

• Process state DOI appointments timely, NIPR checks

• Data Entry in Life-comm administrative systems

• Maintenance of Renewals, Address Changes, Contract Changes, Commission agreements.

• Monitor and research of Suspense Reports

• Reconcile commission calculations and payments

• Experience investigating and auditing for regulations/compliance

• Excellent critical thinking and problem-solving skills

• Experience working in a high productivity environment

• Strong attention to detail with a desire to improve processes 5/8/2003-7/2014 Audubon Nature Institute New Orleans, La Sr, Vault Teller/Data Entry Specialist/Production Catering Worker

• Upload cash receipts to the accounting system

• Generate reports as required and as requested to meet established deadlines

• Prepare and coordinate bank deposits with armored car service in a timely manner

• Load information onto prescribed databases

• Training of New Vault Tellers

• Maintain surrounding vault duties in Audubon facilities

• Retrieve and present required information in various formats

• Manage application changes

• Review and check applications and supporting documents

• Audit online applications for accuracy into required electronic formats

• Prepare documents for Data Entry

• Assist with Production of Catering Weddings, Corporate Picnics, Dinners etc. along with financial input of deposits and final charges of events.

7/2001- 5/2003 Boomtown Casino Harvey, La

Slot Attendant

• In & Outtake of keys for slot machines

• Replenishment of wallet banks throughout shifts

• Provide accurate payments of jackpots

• Minor technician duties on machines for customers if needed Education

8/17/2015-12/18/2018 Delgado Community College New Orleans, La Business & Management A.A.S

The Concentration in Office Management provides students with a diverse, broad-based knowledge of vital business policies and procedures they will need for success in the global marketplace. The core curriculum enables students to enter the job market in a number of entry-level, midpoint, management positions. In addition to the basic office skills and computer application courses, the curriculum includes courses in accounting, computer systems, customer service, management, marketing, communication skills, and more in a variety of Business entities such as:

• Business Management

• Bookkeeping, Accounting, Audit Clerks

• Administrative Assistant

• Customer Service Associate

• Personal Banker

• Business Analyst

• Account Manager and Associate

An Associate's degree in Business Management is a two-year college program that provides foundational business knowledge. It covers business topics such as finance, marketing, accounting and management. Students learn skills like how to perform in a business setting, how to manage people and resources and how to accomplish business goals.

Contact this candidate