Customer Service & Claims Specialist

Dennis Owens

**** ***** ****** •Indianapolis, Indiana, 46218 • 317-***-**** • *********@*******.*** LinkedIn:/in/dowens001

SUMMARY OF QUALIFICATIONS

Customer Service and Claims Specialist with 8+ years of experience supporting high-volume call centers, membership services, and telecommunications. Proven ability to resolve complex customer inquiries, process claims with accuracy, and provide empathetic support across phone, email, and digital channels. Recognized for maintaining quality standards, meeting performance metrics, and improving customer satisfaction through critical thinking and problem-solving. Skilled in account maintenance, billing support, sales assistance, data entry, CRM systems, and cross-department collaboration.

Relevant Skills

Customer Inquiry & Issue Resolution

Claims Processing & Documentation

CRM & Call Center Systems (multi-platform navigation)

Account Management & Billing Support

Empathy-Driven Communication & Conflict De-Escalation

Sales Support, Product Knowledge & Customer Retention

PROFESSIONAL EXPERIENCE

Stafforward- Indianapolis, Indiana, Full Time 40 hours per week- December 2024 – January 2026

Current position: Service Center Assistant

Provide excellent service displaying empathy to callers regarding claims for multiple lines of business

Expediting the claims process, and providing detailed claim notes on all calls, resolving issues with one call/one person in response, and directing calls to the appropriate escalation path as needed.

Provide excellent customer service to external customers and internal support to an assigned team.

Act as a liaison between customers and team members; direct calls to the appropriate escalation path as needed.

Provide detailed notes on phone calls and track and code documentation according to standard processes.

Educate and inform customers about processes, timelines, and status of inquiries via multiple communication channels.

Resolve issues with one call/ one-person responses.

Perform administrative tasks.

AAA The Auto Club Group- Indianapolis, Indiana, Full Time 40 hours per week- November 2023 - September 2024 Current position: Membership Service Representative

Learn, follow, adapt to and apply ACG Claim policies, procedures and guidelines

Accurately document through data entry to ensure proper claims processing

Acquire the skills to operate the assigned ACG Claim systems

Efficiently communicate through both writing and speaking with policyholders and colleagues in the workplace

Demonstrate customer service skills by showing empathy to enhance customer experience.

Collect, analyze, interpret data, and solve problems while demonstrating strong decision-making skills with colleagues.

Demonstrate basic PC software skills (Microsoft applications.)

Prioritize claim-related tasks, manage time effectively, organize tasks, and plan with efficiency.

Analyze claim-related data with high proficiency

At&t Mobility Services LLC- Indianapolis, Indiana, Full Time 40 hours per week- May 2022 – February 2023

Current position: Customer Service & Sales Representative

Provide accurate, valid, and complete information by using the right methods/tools

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Maintain up-to-date knowledge about ATT products and services.

Respond to customer queries about ATT services, equipment, promotions, roaming, and billings.

Enhance customer retention and satisfaction by providing outstanding and prompt customer services.

Understand customer needs and recommend appropriate products and rate plans.

Develop innovative ways to sell AT&T products and services to customers.

Handle customer requests for payments, activations, upgrades, and other services.

Utilize problem-solving skills to identify solutions for customer needs

Maintain up-to-date knowledge of products and services offered by AT&T

Accurately enter customer information into the system, including billing address, contact information, and account details

Assist customers with product selection, installation, activation, and troubleshooting

Educate customers on features and benefits of AT&T products and services

Process payments, refunds, credits, and other transactions as needed

Follow established procedures for handling customer complaints and escalations

Target- Indianapolis, Indiana, Full Time 40 hours per week- April 2019 – October 2022

Current position: Guest Service Advocate

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Contribute to team effort by accomplishing related results as needed

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Follow communication procedures, guidelines and policies

Conduent- Anderson, Indiana, Full Time 40 hours per week- April 2014 – April 2019

Current position: Tier 1 Technical Support

Responds to telephone inquiries and complaints using standard scripts and procedures.

Gathers information, research/resolves inquiries and logs customer calls.

Communicates appropriate options for resolution in a timely manner.

Informs customers about services available and assesses customer needs.

Provides functional guidance, training, support, and assistance to lower-level staff.

Schedules work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution of problems.

Prepares standard reports to track workload, response time, and quality of input.

Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.

EDUCATION

First Aid Awareness, 2026

Osha 10-Hour General Industry, 2026

AAS in Business Administration, Ivy Tech Community College 2023 - 2026

Human Resource Management, Ivy Tech Community College 2023 - 2026

Information Tech Help Desk, Ivy Tech Community College 2021 – 2023

Diploma, Stonegate Early College High School 2007 – 2011

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