Call Center Agent

ADAM CLEMENTS

Chandler, Az, *****

480-***-**** **************@*****.***

Call Center Agent

A professional Call Center inbound and outbound professional with over 1 year of experience. Expert in advising insured customers in how to file claim and coordinate which additional steps to take based on insured Home and or Property loss. These additional steps were how to contact a water restoration company to limit the amount of water damage for the filed claim loss. Counseled insured customer how best to file a Wind and or Hail damage claim. Provided follow up calls to ensure the insured was being taken care of by State Farm. On many occasions assisted insured customer how best to get in contact with State Farm Insurance agent or Agent Broker.

•Call Center Operations

•Problem Solver

•Adaptable

•Emphatic and Understanding

•Client relationship coordinator

•Data Analysis Benchmarking

•Creative Problem Resolution

•Public Speaking

•Time Management

PROFESSIONAL EXPERIENCE

State Farm Contracted Pilot Catastrophe Services Feb 2021 to Mar 2022

Incoming Call Center Claims intake for Home and Property Loss

Supported in coming insurance claim calls for home and property loss

Provided customer care and empathy during claims calls

Consulted insured what appropriate steps then needed to take to recover form this home and or property loss

Advised insured of how best to seek immediate assist due to water/flood damage and restoration

Educated insured what appropriate steps were necessary due to wind damage loss

EDUCATION AND TRAINING

BACHELOR’S OF SCIENCEDEGREE (3.9 GPA) UNIVERSITY OF PHOENIX, Tucson AZ Mar 2006

US Air Force C-5 Flight Engineer Jan 1989 to Jan 1999

Congressional Aerial Achievement, Combat Aerial Achievement with multiple devices

CERTIFICATIONS AND TECHNICAL SKILLS

CERTIFICATIONS: PMP equivalency, Scrum Master, ITILv4, Client/Partner Delivery Manager, SAFe, Lean Manufacturing & Six Sigma Yellow Belt, PROSCI, ADKAR, ADDIE, KABAN

SYSTEMS EXPERIENCE: Microsoft Office Suite, SAP ECC6 & SAP S/4HANA, SalesForce, SuccessFactors, Workday, Oracle, PeopleSoft, MS Dynamics, Power BI, Project Management Tools & Methodologies: HP Quality Center, uPerform, Info Pak, Workforce Performance Builder & Enable Now, Performance Management for SaaS, Center of Excellence Systems, PMBOK, AGILE, SAFe, Waterfall, ADKAR OCM Methodology, Tableau, Rally, Jira, Confluence, Azure DevOps

OPERATING SYSTEM: Mac / Microsoft Windows

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