Andy Manasse
Lake Worth,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Auto Claims Adjuster/Customer Service
Total Warranty Services
West Palm Beach, FL
03.2019 - 11.2022
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Assured timely verification of insurance benefits prior to repair procedures or appointments.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Kept current on insurance regulations, laws, policies and procedures.
- Evaluated and investigated over 1,000 auto claims in 4 years and decided whether insurer should pay claim.
- Negotiated with claimants to settle claims.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Issued payouts to claimants.
- Examined photographs and surveillance and any other documents relating to claims.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
Customer Service Representative
Teleperformance
Boca Raton, FL
10.2018 - 01.2019
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Answered constant flow of 30 average customer calls per day with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained up-to-date knowledge of product and service changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
Automotive Service Technician
Schumacher Automotive
Delray Beach, FL
10.2013 - 08.2017
- Level 2 Chrysler Technician
- Established clear repair plans with line-item details of expected labor and parts costs.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Performed safety and emissions inspections.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Examined new and replacement parts to uncover defects.
- Aligned systems with manufacturer specifications through skilled calibration.
Education
Certificate of Completion - Automotive Repair
Sheridan Technical College
Hollywood, FL12.2016
Diploma - Automotive
South Tech Academy
05.2013
Skills
- Customer Service
- Technical Support
- Recordkeeping Strengths
- Active Listening
- Critical Thinking
- Typing Proficiency
- Clear Communication Skills
- Problem solving
- Time Management
- Bilingual
- Detail Oriented
- Tech savvy
Languages
English
Native or Bilingual
Creole
Native or Bilingual
Timeline
Auto Claims Adjuster/Customer Service
Total Warranty Services
03.2019 - 11.2022
Customer Service Representative
Teleperformance
10.2018 - 01.2019
Automotive Service Technician
Schumacher Automotive
10.2013 - 08.2017
Certificate of Completion - Automotive Repair
Sheridan Technical College
Diploma - Automotive
South Tech Academy
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