Customer Service and Subrogation Specialist

GEORGE FREEMAN

PHOENIX, AZ ***** 1-602-***-**** ***************@*****.***

Professional Summary

Dynamic Customer Service Representative successful in supporting customers in busy call

centers, practicing active listening skills to determine customer needs. Professionally

represents brand during all interactions, with commitment to customer service and desire

to build relationships. Excels in building customer loyalty and retention. Resolves complex

problems, using tact, and diplomacy.

Work Experience

Customer Care Professional 10/2021 to 09/2025

Upgrade – PHOENIX, AZ

Strong ability to read,write, and speak english with clear, effective written and verbal

communications skills.

Proficient in microsoft office.

Strong attention to detail and accuracy.

Take pride in my problem-solving skills.

Ability to remain calm while providing excellent customer service.

Able to read scripted conversations while navigating multiple platforms.

Managed a high volume of inbound calls with some outbound while staying aligned

with provided call scripts.

Able to navigate multiple systems and accurately entering customer information

during live calls.

Resolved customer questions and concerns in a timely and professional manner.

Communicated effectively with internal teams.

Subrogation Specialist 10/2016 to 02/2018

FFAM – PHOENIX, AZ

Performed insurance subrogation collections when there's no insurance coverage.

Verification of insurance and proper coverage for each situation to insure customer

benefits are met.

Insuring that all the proper documents for each claim is ordered, verified, and

submitted to insurance.

Insured adjuster contact information and all conversations are entered into system.

Negotiated payment arrangements for those customers who either had no coverage

or was denied and done with empathy.

All other duties as needed.

Enforcement Specialist 10/2011 to 11/2015

Baltimore City Office Of Child Support – Baltimore, MD

Managed, reviewed, counseled, and collected on a caseload of hundreds of clients

with outbound / inbound calls both custodial and non- custodial documenting

outcome of all conversations in case action logs.

Investigated wages using CISM and Maryland State Wage Database, MVA, LXNX, etc..

Assisted non-custodial parents with arrangements toward current and arrears owed.

lifted suspensions on driver and professional licenses after agreed upon lump sum

payments were made to child support and documented.

Submitted administrative subpoenas to non- custodial parents. generated court order

referrals to Baltimore City Family Court, income withholding documents to employers.

Proved non-custodial and custodial parents with employment resources throughout

Baltimore City.

Education

No Degree: Major Studies/Music

Chesapeake College - Wye Mills, MD, MD

High School Diploma: Jun 1985

Baltimore School For The Arts - Baltimore, MD, MD

Skills

High-energy attitude Brand representation

Complaint investigation Decision-making

Contact this candidate