Keishun Clarke
Las Vegas,NV
Summary
Top-performing and customer-centric professional with the ability to assist in the coordination and execution of customer service and internal/external communication strategies focused. Experienced in engaging with customers and via email, phone/chat and in-person, while helping to ensure support excellence and alignment. High-energy thinker with the ability to manage accounts, provide information on products/services, integrate customer-focused processes to support key business objectives, improve customer service strategies, and partner in driving retention, customer service, sales and performance targets, with a focus on promoting growth and profit. Customer Experience Product Sales/Pipeline Customer Engagement Production & Assembly Product Inquiries/Demos. Customer Retention
Overview
8
8
years of professional experience
Work History
Express Claims Associate
Allstate Insurance Co
07.2021 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Followed up with customers on unresolved issues.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Updated claims system to track claim status and provide relevant information to other department.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
Resolution Analyst Tier II
Fidelity National Home Warranty
05.2019 - 07.2021
- Primary function of this role is to review work order documentation for accuracy, completeness and eligibility that ensures that service work orders are serviced in a timely and appropriate manner
- Review work order service orders and ensure necessary data and documentation has been collected from customers and technicians according to company and department policies, procedures and processes
- Review technician reports to ensure compliance with contractor price agreements and to determine if suggested course of action is appropriate and accordance with contractual obligations
- Follow established guidelines in making coverage and denial decisions
- Input repair issues, appliance information and other relevant details regarding service work orders into the CRM
Customer Care Specialist
Tesla Inc
08.2016 - 01.2019
- Responsible for owning communications between my company and our customers
- This includes answering phone calls and or responding to emails and explaining the Solar installation process, designs, billing, monitoring system and interconnection procedures
- I maintain a relationship throughout the entire contract term
- Open and maintain customer accounts by recording account information
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expending correction or adjustment with following up to ensure problem is solved
- Keep records of customer interactions
- Take payment information and other pertinent information such as addresses and phone numbers
SALES/CUSTOMER SERVICE ASSOCIATE
Forever 21
02.2016 - 08.2016
CosmoProf
05.2015 - 01.2016
- Led all aspects of sales, service and customer experience initiatives, to include recommending and initiating the upselling of products, consulting with customers to identify needs regarding various products, secured sales opportunities, and driving all aspects of customer service excellence
- Consistently met and exceeded established goals for customer experience, brand reputation, sales and service, revenue, and productivity; increased revenue via implementation of strategic sales methodologies
- Executed lead cashier responsibilities per company policy including returns, exchanges and check approvals
- Handled and addressed product inquiries, sales/promotions and payment/billing issues; provided product demonstrations as applicable to clients in order to drive the retail experience and ensure customer retention
- Assisted with the training of new staff in regards to product information, company standards and sales tactics
- Supervised sales floor and drove retail performance by addressing customer concerns and maintaining loss prevention standards; managed store opening procedures and checklists.
Education
GED -
Coastline Community College
Fountain Valley, CA02.2015
Skills
- Form Preparation
- Client Relationships
- Liability Determinations
- Claims Procedures
- Creative Solutions
- 10-Key Touch
- Information Updates
- Professional Development
Timeline
Express Claims Associate
Allstate Insurance Co
07.2021 - Current
Resolution Analyst Tier II
Fidelity National Home Warranty
05.2019 - 07.2021
Customer Care Specialist
Tesla Inc
08.2016 - 01.2019
SALES/CUSTOMER SERVICE ASSOCIATE
Forever 21
02.2016 - 08.2016
CosmoProf
05.2015 - 01.2016
GED -
Coastline Community College
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