Abigail Fagullar
Chicopee,MA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
Baystate Health
08.2021 - 10.2022
- Answer calls efficiently.
- Send patient messages to appropriate offices and providers.
- Schedule appointments as well as diagnostic testing.
- Maintain excellent patient care.
- Book testing with other offices via electronic fax.
- Utilize systems including Microsoft Office, Centricity Business, CIS, and Ecare Next.
Hostess
Olive Garden
09.2019 - 03.2020
- Seated guests during dinner and lunch rushes.
- Planned seating according to future parties as well as server availability.
- Set up the restaurant for the day.
Camp Counselor
Arbors Kids LLC
09.2016 - 08.2019
- Created daily lesson plans for a variety of ages.
- Uphold health and safety guidelines.
- Held meetings with parents and guardians to discuss best plans of action.
- Served daily snacks.
Claim Service Specialist II
Arbella Insurance Company
09.2023 - Current
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Answered customer questions regarding deductibles.
- Examined claims forms and other records to determine insurance coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Prepared summaries of damage, payments, and policy coverage.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Maintained claims data in CWS systems.
- Maintained contact with claimants and attorneys to determine treatment status.
- Researched claims and incident information to deliver solutions and resolve problems.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Education
Bachelor of Arts - Biology
College of Our Lady of The Elms
Chicopee, MA05.2022
Skills
- Complaint resolution
- Payment processing
- Positive and professional
- Decision-making
- Service standard compliance
- High-energy attitude
- Training development aptitude
- Creative problem solving
- Negotiation strategies
- Problem-solving
- Conflict mediation
- Email management
- Typing proficiency
- Customer service
- Call management
NICTA Courses Completed
- Catastrophe Fraud
- Catalytic Converter Thefts
- Casualty Insurance Fraud
- Body Shop Fraud
- Arson for Profit
- AI in Insurance Fraud Investigations
- Investigating Vehicle Theft Fraud
Timeline
Claim Service Specialist II
Arbella Insurance Company
09.2023 - Current
Contact Center Representative
Baystate Health
08.2021 - 10.2022
Hostess
Olive Garden
09.2019 - 03.2020
Camp Counselor
Arbors Kids LLC
09.2016 - 08.2019
Bachelor of Arts - Biology
College of Our Lady of The Elms
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