Customer Service & Claims Professional with 10+ Years

Tamara Rose

Detroit, MI 248-***-**** ************@*****.***

Professional Summary

Customer service and collections professional with over a decade of experience in high-volume call center, claims, and financial recovery environments. Skilled in handling escalations, claims processing, and payment resolution while ensuring compliance with FMLA, worker’s compensation, and disability regulations. Proven success in reducing delinquent accounts, improving customer satisfaction, and coaching team members. Proficient with CRM systems, case management tools, and collections strategies. Recognized for adaptability, problem-solving, and consistently delivering results in fast-paced, customer-focused settings.

Core Skills

1 Claims Processing (Worker’s Compensation, Disability, FMLA) 2 Customer Relationship Management (CRM: Salesforce, AS/400, proprietary systems) 3 Collections & Financial Recovery

4 Conflict Resolution & De-escalation

5 Case Management & Compliance

6 Escalation Management & Coaching

7 Call Center Operations (Inbound/Outbound)

8 Problem Solving & Data Analysis

9 Customer Retention & Advocacy

10 Microsoft Office Suite, Google Workspace, Slack, QuickBooks Professional Experience

Care Team Representative Sedgwick Claims Management – Southfield, MI Jul 2025 – Present 1 Process worker’s compensation, short-term disability, and long-term disability claims with accuracy and compliance.

2 Manage FMLA claims, ensuring adherence to federal and state regulations. 3 Provide end-to-end claims management and customer support, improving case resolution times and client satisfaction.

Tier 3 Customer Support Representative DoorDash – Tempe, AZ Feb 2024 – Apr 2024 1 Handled escalated customer and technical support cases across the U.S., Canada, and Australia via phone, email, and chat.

2 Resolved app functionality, payment, and delivery issues while ensuring SLA adherence. 3 Coached Tier 1 and Tier 2 representatives on complex inquiries, improving first-contact resolution rates.

Collections Specialist II eBay/PayPal – Chandler, AZ Jan 2011 – Apr 2019 1 Managed delinquent accounts, ensuring compliance with financial regulations and company policies.

2 Defused high-stress situations and maintained strong customer relationships, improving retention outcomes.

3 Maintained productivity in a dynamic call center while achieving recovery targets and call performance goals.

Collections Specialist Transcend Broadband Internet/SWWG LLC – Tempe, AZ Sep 2009 – Apr 2010

1 Reduced aged receivables by 50% through effective collections strategies. 2 Streamlined bad debt write-off processes to improve overall financial recovery outcomes. Senior Customer Account Executive (CAE II) Comcast Cable Communications – Sterling Heights, MI Feb 2007 – Aug 2008

1 Resolved billing, account, and technical issues, increasing client loyalty and satisfaction. 2 Delivered tailored solutions that maintained customer retention and reduced churn. Education

1 Grand Canyon University – Phoenix, AZ Bachelor of Science, Behavioral Science 2 Specs Howard School of Broadcast Arts – Southfield, MI Associate Degree, Communications: Radio/Television Broadcasting

3 Lewis College of Business – Detroit, MI Coursework in Business Administration & Marketing

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