Alexis Smith
Marrero,United States
Summary
Dynamic customer service professional with extensive experience at CNC Catastrophe & National Claims. Proven track record in conflict resolution and active listening, enhancing customer satisfaction and retention. Skilled in evaluating claims and negotiating settlements, consistently delivering exceptional service while maintaining compliance with industry standards. Committed to improving operational efficiency and client relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Jefferson Parish
Gretna, LA
06.2024 - Current
- Resolved customer inquiries and complaints through effective communication and active listening.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Streamlined workflow processes to increase efficiency in handling customer requests.
- Trained new staff on best practices for customer interaction and system navigation.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Auto Liability Adjuster
CNC Catastrophe & National Claims
Marrero, LA
02.2021 - 06.2023
- Evaluated auto liability claims to determine coverage and settlement options.
- Communicated effectively with claimants, insurers, and legal representatives to gather information.
- Analyzed documentation for accuracy and compliance with state regulations.
- Negotiated settlements with clients while ensuring fair compensation practices.
- Improved customer satisfaction by promptly addressing and resolving auto liability claims.
- Provided exceptional customer service during difficult circumstances, empathizing with clients while effectively addressing their concerns.
- Implemented cost-saving measures by identifying opportunities for subrogation or deductible recoveries when appropriate.
- Conducted thorough investigations for accurate claim evaluations and fair settlements.
- Investigated losses and identified coverage issues.
- Took statements from insureds, claimants and witnesses.
- Maintained compliance with state regulations and company policies throughout the claims process.
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
Marrero, LA
08.2020 - 11.2020
- Communicated findings and recommendations clearly to stakeholders, enhancing decision-making processes.
- Enhanced communication between field adjusters and inside examiners, streamlining information exchange for efficient decision-making on claims resolutions.
- Contributed to a positive team environment by sharing industry knowledge, offering assistance to colleagues as needed, and actively participating in ongoing professional development opportunities.
- Increased policyholder retention by providing exceptional customer service during the claims process.
- Managed catastrophe claims caseload for timely resolution, ensuring client satisfaction and maintaining company reputation.
Total Loss Specialist
CNC Catastrophe & National Claims
Winter Haven, FL
10.2019 - 02.2020
- Evaluated total loss claims to determine appropriate resolutions and settlements.
- Collaborated with adjusters to assess vehicle damages and establish fair valuations.
- Maintained accurate documentation of claims processing and resolution activities.
- Facilitated communication between stakeholders to expedite claim resolutions effectively.
- Reviewed insurance policies to ensure compliance with industry standards and regulations.
- Provided guidance on best practices for handling complex total loss cases.
- Negotiated settlements with lienholders and other parties involved in the total loss claim, securing favorable outcomes for all stakeholders.
- Developed relationships with vendors, such as tow operators and salvage yards, to improve efficiency in managing totaled vehicles.
- Managed escalations from dissatisfied customers effectively by displaying empathy and offering assistance tailored to their specific needs or concerns.
Claims Adjuster
CNC Catastrophe & National Claims
Irving, TX
08.2018 - 01.2019
- Evaluated insurance claims to determine validity and assess damages
- Collaborated with policyholders to gather information and clarify claim details
- Analyzed documentation and evidence to support claim decisions
- Communicated findings effectively to clients and management
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
Tempe, AZ
08.2017 - 11.2017
- Utilized claims management software to streamline claim processing and enhance operational efficiency.
- Conducted thorough investigations to determine claim validity, identifying potential fraud indicators.
- Delivered prompt and accurate claim payments to policyholders, maintaining the company''s reputation for exceptional customer service.
Total Loss Adjuster
CNC Catastrophe & National Claims
Winter Haven, FL
12.2016 - 06.2017
- Conducted thorough assessments of total loss claims to determine accurate settlements.
- Collaborated with clients and insurers to gather necessary documentation for claim processing.
- Analyzed loss data and prepared detailed reports to support claims evaluations.
- Communicated effectively with stakeholders regarding claim status and resolution processes.
- Maintained strong working relationships with repair shops, salvage yards, and other industry partners to expedite the total loss process.
- Educated policyholders on total loss procedures, helping them understand their rights and responsibilities during the claims process.
- Calculated benefit payments.
- Investigated potential fraud cases, protecting company assets from false or exaggerated claims.
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
Irving, TX
03.2016 - 12.2016
- Evaluated and processed auto claims to ensure compliance with company policies.
- Facilitated collection of required documentation from customers for claim investigations.
- Communicated findings and resolutions effectively to clients, enhancing customer satisfaction.
- Utilized industry-specific software to manage and track claims efficiently.
- Evaluated and processed catastrophe claims, ensuring compliance with company policies and regulatory requirements.
- Collaborated with policyholders to gather necessary documentation and assess damages effectively.
Education
High School Diploma -
John Ehret High School
Marrero, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call management
- Product knowledge
- Paperwork processing
- De-escalation techniques
- Prioritization
- Clerical support
- Filing
- Assertiveness
Certification
1) Class B Drivers License w/ passenger, air brakes, and school bus endorsements
2) Louisiana (Home State) and Florida Adjuster License.
Timeline
Customer Service Representative
Jefferson Parish
06.2024 - Current
Auto Liability Adjuster
CNC Catastrophe & National Claims
02.2021 - 06.2023
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
08.2020 - 11.2020
Total Loss Specialist
CNC Catastrophe & National Claims
10.2019 - 02.2020
Claims Adjuster
CNC Catastrophe & National Claims
08.2018 - 01.2019
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
08.2017 - 11.2017
Total Loss Adjuster
CNC Catastrophe & National Claims
12.2016 - 06.2017
Catastrophe Claims Adjuster
CNC Catastrophe & National Claims
03.2016 - 12.2016
High School Diploma -
John Ehret High School