Project Management Call Center

CLARISSA SPRINGER

***********@*****.*** / 323-***-****

WWW: https://www.linkedin.com/in/clarissajspringer// SUMMARY

Licensed claims adjuster and former project management lead with over a decade of experience coordinating incident response, customer escalations, and high-stakes broadcast operations. Known for staying calm under pressure, resolving issues fast, and managing cross-functional teams to meet KPIs and compliance standards. Recently transitioned into the insurance industry with active adjuster licenses in 10+ states. Excited to bring my operational mindset and customer-first approach to a new career in claims adjusting or project operations. Work ethic: Always one step ahead, especially when outcomes matter most.

CORE COMPETENCIES

Claims Handling & Investigation

Policy Analysis & SLA Compliance

Damage Assessment & Fraud Identification

Report Writing & Documentation

Customer Support & Escalation Management

Conflict Resolution & Active Listening

KPI Monitoring (AHT, CSAT)

Call center and billing support

Agile, Waterfall, and Hybrid project management

ServiceNow, JIRA, Confluence, SharePoint

Microsoft Office Suite (Excel, Outlook, PowerPoint) CRM & Call Center Management Platforms

Licensed adjuster: TX, FL, GA, NC, AL, MI, OK,

AR, IN, OR, SC

Xactimate, XactAnalysis, XactContents (hands-on

experience)

EXPERIENCE

Independent Insurance Agent / Aflac - Long Beach, CA 05/2025 - Current Prospect and engage small businesses to educate them on voluntary supplemental benefits solutions. Manage client pipelines, handle inbound leads, and conduct needs-based conversations with decision-makers. Coordinate enrollments and assist with employee education, while maintaining compliance with state regulations. 08/2018 - 08/2024

SR. Specialist, Tech Service Project Management / VRIO DirecTV Latin America (Formerly DTV LATAM) - Long Beach, CA

Led high-severity incident escalation and resolution, reducing MTTR by 35% and maintaining strict SLA standards. Improved delivery systems for live sporting events, reducing delivery costs by 85% and ensuring service uptime. Created SOPs, escalation protocols, and training tools in ServiceNow to improve team onboarding and reduce errors.

Collaborated with vendors and internal departments to ensure policy compliance and real-time resolution during service outages.

Applied Agile frameworks and KPI tracking to drive continuous improvement across service and broadcast teams. 12/2016 - 08/2018

Lead, Video Operations Sports & Live Events / AT&T DirecTV Latin America (Acquired by VRIO) - Long Beach, CA Supported live event claims, such as issues, managing escalation paths, and resolution timelines during on-air outages.

CS

Delivered rapid, empathetic support during live sporting event outages; coordinated real-time resolutions with vendors and networks, and documented incidents in ServiceNow to ensure traceability and SLA compliance. Led root cause investigations for on-air sports outages using incident logs and trend analysis in ServiceNow, reducing downtime-related issues by 20%.

Automated ServiceNow documentation workflows to improve incident traceability across over 275 annual events. Collaborated with executives and cross-functional teams to implement Agile forecasting strategies for on-air events; improved operational accuracy KPIs by 30% and enhanced service delivery for both vendors and customers.

Implemented Agile forecasting strategies to optimize delivery timelines and reduce transmission issues. Sports Coordinator II / DirecTV Latin America - Long Beach, CA 02/2012 - 12/2016 Managed global sports broadcast delivery using automated scheduling tools (e.g., ForeTV, SharePoint), boosting operational efficiency by 30% YoY.

Built integrated timelines and supplier feedback loops via JIRA/SharePoint, reducing discrepancies and improving supplier coordination by 25%.

Coordinated legal negotiations across departments to ensure 100% contract compliance and seamless operations between global stakeholders.

Redesigned SOPs for sports/live event project management to align with evolving software (ForeTV, Landmark), improving team process clarity and tech alignment. Customer Service Representative – Tech. Support / DIRECTV U.S - Culver City, CA 03/2007 - 02/2012 Handled 100+ inquiries daily, including claims-style escalations, billing errors, and service outages. Maintained a 98% CSAT rating and exceeded quarterly sales targets through consultative support and retention. 02/2000 - 03/2007

Client Support & Claims Operations Coordinator / Globecast – Culver City, CA - Los Angeles, CA Managed transmission logistics and live support for global media events. Acted as a liaison for high-profile clients, supporting critical incident management during live broadcasts. EDUCATION AND LICENSE

All Lines Adjuster Licenses: TX - Adjuster License 11/2024 National Institute of Adjusting, LLC - Arlington, TX ACTIVE LICENSE: TX, AR, FL, IN, OR, SC, NC, AL, GA, MI, and OK Bachelor of Arts: Digital Communications And Multimedia 05/2003 California State University - Dominguez Hills - Carson, CA Master of Science: Project Management

University of Southern California - Los Angeles, CA

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