Summary
Work History
Education
Skills
Timeline
Generic

Alyssa Ruklic

Crete,IL

Summary

Detail-oriented professional with strong critical thinking, attention to detail, and teamwork skills. Background includes adjusting claims, resolving disputes, and supporting customers through phone, email, and chat. Ready to apply reliable case management and customer relationship skills to improve service outcomes.

Work History

Customer Support Specialist

Vertafore
Indianapolis, Indiana
05.2014 - 2015
  • Provided support to Vertafore customers via phone, email, and chat, ensuring timely and accurate assistance.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Delivered prompt, friendly, and knowledgeable service for routine inquiries and service complaints, contributing to overall customer satisfaction.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Resolved insurance software issues by utilizing an internal knowledge base and troubleshooting steps to enhance user experience.
  • Explained product features and workflows in customer-friendly language.
  • Entered cases into CRM and maintained customer records with clear notes.
  • Recorded all customer interactions into the database system accurately and completely.

Customer Care Representative

Rexnord
Downers Grove, Illinois
2010 - 2011
  • Answered customer inquiries over the phone and via email.
  • Resolved customer complaints promptly and professionally.
  • Provided fast, friendly, and knowledgeable service for routine questions and service complaints, enhancing customer satisfaction.
  • Tracked order status and coordinated timely updates with the sales and operations teams to ensure alignment.
  • Supported account teams with scheduling, follow-up, and routine issue resolution.
  • Escalated unresolved issues for further investigation or specialized expertise, ensuring swift resolution.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Processed customer orders in Rexnord ERP and CRM systems.

Claims Representative

American Family Insurance
Indianapolis, Indiana
2007 - 2009
  • Reviewed claims files, applying employer claim handling guidelines to ensure compliance and accuracy.
  • Reviewed claim files and interpreted policy coverage for American Family Insurance customers.
  • Communicated with policyholders, vendors, and internal teams about claim status.
  • Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
  • Prepared settlement recommendations following employer standards and authority limits.
  • Documented claim notes in employer systems with accurate case updates.
  • Coordinated inspections and appraisals, gathering supplemental information to facilitate thorough claim reviews.
  • Investigated questionable claims to determine payment authorization.
  • Worked collaboratively with team members across multiple departments; identified areas where processes could be improved.

Claims Adjuster

Progressive Insurance
Indianapolis, Indiana
2003 - 2006
  • Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
  • Reviewed, evaluated, and adjusted claims to ensure fair and timely settlements in accordance with company policies.
  • Evaluated coverage using policy language and claims procedures.
  • Negotiated settlements with claimants or representatives to expedite dispute resolution and minimize costs.
  • Communicated with policyholders, vendors, and internal teams about claim status.
  • Documented claim notes in employer systems, providing comprehensive case updates to support effective claims management.
  • Coordinated inspections, appraisals, and supplemental information for claim review.
  • Prepared settlement recommendations following employer standards and authority limits.
  • Investigated loss details through interviews, reports, and supporting documentation.
  • Conducted witness interviews to assist the claim information gathering process.
  • Gathered information from various third parties to determine claim acceptability.
  • Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
  • Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
  • Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
  • Assisted colleagues with difficult cases; provided guidance regarding complex issues or scenarios.

Education

Bachelor of Science - General Studies

Ball State University
Muncie, IN
07-2003

Skills

  • Customer relationship management
  • Case management
  • Attention to detail
  • Critical thinking
  • Adaptability and flexibility
  • Conflict resolution
  • Teamwork
  • Active listening

Timeline

Customer Support Specialist

Vertafore
05.2014 - 2015

Customer Care Representative

Rexnord
2010 - 2011

Claims Representative

American Family Insurance
2007 - 2009

Claims Adjuster

Progressive Insurance
2003 - 2006

Bachelor of Science - General Studies

Ball State University

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Alyssa Ruklic