Remote Customer Service & Claims Resolution Specialist

Rhonda M.Copeland

Remote Customer Service & Complaint Resolution Specialist

Florida Licensed Claims Adjuster CRM & Documentation Expert

United States Remote Professional

Professional Summary

Customer-focused professional with over 3 years of experience handling client concerns, resolving complex issues, and maintaining detailed documentation in fast-paced remote environments. Skilled in complaint resolution, de-escalation, and cross-functional collaboration to identify root causes and improve service quality. Strong communicator with a patient, solutions-oriented approach and a consistent record of rebuilding client trust. Experienced using CRM systems, Google Workspace, and claims management platforms to ensure accurate records and timely follow-up.

Core Competencies

Complaint Resolution

Customer Service & Client Relations

De-escalation & Conflict Management

Root Cause Investigation

CRM Documentation & Case Tracking

Cross-Functional Collaboration

Policy Explanation & Billing Support

Active Listening & Empathetic Communication

Remote Work Environment Management

Google Workspace (Docs, Sheets, Gmail)

Detail-Oriented Documentation

Time Management & Organization

Professional Experience

Independent Claims Adjuster (Remote) Multi-State 2020 – Present

Managed high-volume inbound and outbound client communications via phone and email regarding property and auto claims.

Investigated customer complaints, gathered documentation, and provided clear explanations of coverage decisions and policy terms.

De-escalated tense situations by actively listening, acknowledging concerns, and delivering policy-aligned resolutions.

Partnered with internal departments, contractors, and carriers to identify root causes of claim disputes and service issues.

Maintained accurate, detailed case notes in claims management systems and CRM platforms.

Followed up with policyholders to ensure satisfaction and confirm resolution of concerns.

Identified recurring claim and communication trends and escalated insights to improve service processes.

Customer Service Representative Prior Professional Experience

Responded to customer inquiries related to billing, scheduling, and service policies.

Documented all interactions and resolutions accurately in CRM systems.

Resolved complaints professionally while adhering to company guidelines and service standards.

Maintained a calm and solutions-focused approach when handling frustrated clients.

Supported team goals by collaborating with internal departments to resolve complex service issues.

Technical Skills

CRM Systems

Claims Management Platforms (Xactimate, Symbility)

Google Workspace

Microsoft Office Suite

Email & Phone-Based Customer Support

Remote Work Technology & Secure Environments

Licenses

Florida All Lines Adjuster License

Additional State Licenses (Active)

Education

High School Diploma / GED

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