Summary
Overview
Work History
Education
Skills
Timeline
Generic

NICOLE FELKER

Summary

Motivated Customer Service Representative leverages diplomatic communication and level-headed approach to resolve issues. Maintains meticulous records in company software and drafts reports detailing performance. Dedicated to fostering customer loyalty and guiding prompt resolutions.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

BSA Claims
01.2023 - 07.2024
  • Conducted outbound calls to follow up on previous purchases or provide additional support if necessary.
  • Answered customer inquiries via phone, email, and chat.
  • Processed orders, prepared correspondences, and completed required documentation.
  • Maintained customer records by updating account information in database.

Customer Service Representative

Pacesetter Claims
09.2021 - 01.2023
  • Offered personalized recommendations based on customer preferences or past purchase history.
  • Followed up on unresolved cases to keep customers informed of progress towards solution.
  • Analyzed customer feedback to identify trends and suggested improvements for business.
  • Maintained customer records by updating account information in database.

Customer Care Representative

Sedgwick Claims Service
01.2021 - 10.2021
  • Managed large volume of daily calls while maintaining high customer satisfaction rate.
  • Engaged in active listening with customers, confirming, and clarifying information to provide comprehensive support.
  • Provided accurate and timely progress and scope of work reports to manager.
  • Managed high volume of contacts while maintaining composure under pressure.

Customer Service Sales Representative

Wardlaw
10.2020 - 01.2021
  • Answered customer inquiries to clarify account information, explain service offerings, or schedule technician service.
  • Handled stressful situations professionally and multitasked with ease.
  • Highlighted products with creative and engaging merchandise displays.
  • Accomplished multiple tasks in a fast-paced environment.

Inside Property Adjuster

Eberls
07.2019 - 03.2020
  • Set up Field Adjuster assignments through company's carrier
  • Created estimates through Xactimate and sent to Xactanalysis for approval
  • Corresponded with Contractors, Public Adjusters, and Attorney's in relations to cause of loss
  • Reviewed and determined coverage based off of inspection reports
  • Verified policy inception and deception dates to determine if coverage is applicable
  • Issued settlement checks along with estimates to covered policy holder's
  • Authorized to issue settlements checks with an authority level of $50,000
  • Settled large loss claims of up to $500,000 per the policy limit

Property Claims Adjuster

Frontline Insurance
02.2019 - 06.2019
  • Reviewed estimates generated by field adjuster's
  • Verified policy enforced for applicable coverage
  • Spoke to insured's to obtain statements about property damages
  • Corresponded with lawyers, contractor's, and Public Adjusters about policy holder's claim
  • Distributed claim settlements in a timely manner

Auto Total Loss Adjuster

Crawford and Company
09.2016 - 01.2019
  • Negotiated Supplements and handled evaluation of vehicle claims to determine if vehicle was a total loss or repairable
  • Evaluated and adjusted claims within limit of authority
  • Contacted insured to discuss settlement offer and contacted lienholder for vehicle pay off and settlement agreement
  • Developed working knowledge of various state laws for total loss requirements and branding
  • Handled incoming and outgoing calls from insured's, agents, tow facilities, salvage vendors, attorneys, and lienholder's
  • Answered questions posed by insured's and attorneys
  • Answered customer questions regarding deductibles
  • Substantiated legitimate claims and denied unjustified claims
  • Evaluated original investigation reports and documents to resolve secondary concerns
  • Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors
  • Examined claims forms and other records to determine insurance coverage

Property Adjuster

Pilot
06.2015 - 09.2016
  • Reviewed homeowners claim information and policy to determine coverage
  • Scheduled appointments with homeowners within 24 hour timeframe
  • Scoped insured's roof and took photos inside policy holder property
  • Converted repaired scope into Xactimate software
  • Created an estimate and submitted to carrier for review purposes

Education

Associate Degree in Nursing -

South College

Skills

  • Product Knowledge
  • Account updating
  • Paperwork Processing
  • Call Management
  • Scheduling
  • Inbound and Outbound Calling

Timeline

Customer Service Representative

BSA Claims
01.2023 - 07.2024

Customer Service Representative

Pacesetter Claims
09.2021 - 01.2023

Customer Care Representative

Sedgwick Claims Service
01.2021 - 10.2021

Customer Service Sales Representative

Wardlaw
10.2020 - 01.2021

Inside Property Adjuster

Eberls
07.2019 - 03.2020

Property Claims Adjuster

Frontline Insurance
02.2019 - 06.2019

Auto Total Loss Adjuster

Crawford and Company
09.2016 - 01.2019

Property Adjuster

Pilot
06.2015 - 09.2016

Associate Degree in Nursing -

South College
NICOLE FELKER