Insurance & Customer Service Specialist

Josh Warren

Phoenix, AZ ***** +1-480-***-**** **********@************.*******.***

Professional Summary

Dynamic and customer-focused professional with experience in insurance services, logistics, and client relations. Skilled in processing policy changes, handling comprehensive and collision claims, and ensuring compliance with state regulations. Holds a valid liability insurance license and strong driving experience, combining industry expertise with a commitment to accuracy, efficiency, and superior customer satisfaction. Work Experience

Account Services Representative

Upgrade Phoenix, AZ

November 2025 to Present

• Respond to customer inquiries through live chat, email, and other digital Respond to customer inquiries through live chat, email, and other digital channels..

• Assist customers with account servicing, payments, billing questions, and general account information.

• Research and resolve customer issues while complying with company policies and financial regulations.

• Accurately document all customer interactions and account updates.

• Meet quality assurance, productivity, and customer satisfaction goals.

• Navigate multiple computer systems while handling several conversations efficiently.

• Collaborate with teammates and management to improve the customer experience.

• Stay current on product knowledge, company policies, and servicing procedures. CSR - Customer Service Representative

The General Insurance Phoenix, AZ

November 2024 to October 2025

• Process policy changes, endorsements, reinstatements, and cancellations in compliance with state and company regulations.

• Provide expert customer support by explaining coverage details, billing procedures, and policy options clearly and professionally.

• Manage high-volume inbound and outbound calls, process payments, and respond to customer inquiries via phone and email.

• Accurately enter and update customer data within CRM and policy management systems (e.g., Spectrum/ Mars, or proprietary software).

• Collaborate with Claims, Underwriting, and Billing departments to ensure timely issue resolution and policy accuracy.

• Maintain strong performance in key metrics including quality assurance, first-call resolution, and customer satisfaction

(CSAT).

Claim Associate-Express

State Farm Tempe, AZ

January 2024 to October 2024

• Claims Intake: Receiving and documenting new claims from policyholders via phone, online, or other communication channels.

• Claims Assessment: Conducting preliminary evaluations of claims to determine their validity and the extent of coverage under the policy.

• Data Entry and Documentation: Accurately entering claim information into the claims management system and maintaining detailed records of all communications and actions taken.

• Claims Resolution: Making decisions on straightforward claims or escalating more complex cases to senior adjusters or specialists for further investigation and resolution. Amazon Delivery Driver

Upper house logistics Tempe, AZ

October 2023 to February 2024

• Safely drive a company vehicle.

• Use navigation device for routing information, customer delivery information.

• Navigate a variety of routes throughout delivery area.

• Load /unload /deliver packages to customers

Freight Coordinator

Champagne Logistics Tempe, AZ

September 2022 to November 2023

• Account manager for multiple accounts covering ground and air shipments going all across the US. Gathering quotes and working with carriers while ensuring to implement the best ways possible to make sure timely arrivals.

• Responsible for placing shipment orders into order system TMS/BOS to create order numbers to provide to the shipper while tracking and tracing shipments until they reach final destination.

• Retrieve Bill of lading statement and invoice and update system with the proper billing information that would go through accounting for approval and then sent to the customer for payment. Onboarding Specialist/chat

DoorDash/Ashton Carter temp job Tempe, AZ

December 2021 to August 2022

• Review submitted applicant application information for fraud prevention for potential DoorDash delivery drivers.

• Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.

• Improved office efficiency by effectively managing internal communications and correspondence.

• Processed between 70 to 110 cases per day.

Digital Support Analyst/chat dept.

Carvana Tempe, AZ

August 2019 to December 2021

• Responsible for service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.

• Met performance metrics for factors such as customer satisfaction and handle time guidelines, producing exceptional customer survey feedback.

• Collaborated with vendors to locate replacement components and resolve advanced problems around vehicle registration and warranty repair information.

• Upsold products and services to increase company revenue targets. Advance Pro- Technical Agent/chat

Asurion ( AT&T) Phoenix, AZ

May 2016 to August 2019

• Provide advanced technical support for mobile devices, computers, tablets, smart home products, streaming devices, gaming consoles, and networking equipment.

• Diagnose hardware, software, operating system, application, and connectivity issues through phone, chat, or remote support.

• Walk customers through step-by-step troubleshooting and resolve complex technical concerns efficiently.

• Educate customers on device features, security, data backup, software updates, and best practices.

• Set up new devices, transfer data, configure accounts, and optimize device performance.

• Recommend and explain Asurion’s protection plans, technical support services, and value-added solutions when appropriate.

• Document customer interactions accurately using CRM systems while maintaining compliance with company policies.

• Meet or exceed quality assurance, customer satisfaction (CSAT), productivity, and performance metrics.

• Stay current on emerging consumer technology, operating systems, and new device releases.

• Collaborate with teammates and leadership to improve processes and deliver exceptional customer experiences. Education

High School Diploma

Licking Heights High School Pataskala, OH

August 1998 to May 2002

Skills

Vehicle cleanliness maintenance Client Correspondence English Policy and Procedure Writing Distribution center Load & unload Phone etiquette Microsoft Teams Logistics Freight Customer support experience within finance industry Individual consumer customer service Decision making iOS Account management GPS Delivery driver experience Managing customer accounts Computer literacy Data entry Windows Grammar Experience Microsoft Excel Customer service Quality assurance Technical support Salesforce Property casualty insurance Maintaining an organized workspace Improving customer support response time - Customer support response time improved (6-10%) Call center agent experience Order inquiry handling Industrial cleaning Shipping & receiving Technical Proficiency Hospitality Medical terminology Organizational skills Customer engagement Billing issue inquiries Janitorial experience Help desk Analysis skills Facilities maintenance Phone customer support Performance Improvement Sales Communication platforms Continuous improvement Cross-functional communication Customer relationship building Customer support specialist experience CRM system proficiency De-escalation techniques Internal employee customer service Performance Appraisal Consultative Sales Approach Zendesk Google Workspace Microsoft Outlook Warehouse experience Communication skills Warehouse Unloading Conflict de-escalation Customer issue escalation Social media platforms ServiceNow Call center Order picking Writing skills Slack Government agency customer support Order fulfillment Heavy lifting Data compliance Basic math Telecommunication Upselling Microsoft Office Customer support - Customer support experience (6-10 years) Intake claims Customer communication Email customer support Live chat Driving Typing Customer Experience Phone call management Order processing Cleaning Order selector Providing product information Banking Clear language communication Computer skills Technical support representative experience Networking and Partnership Development Management Consulting Computer operation Client interaction via phone calls Microsoft Word Mobile devices Certifications and Licenses

Driver's License

October 2019 to April 2039

Exp date 2049, not listed.

Property & Casualty License

Additional Information

Authorized to work in the US for any employer

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