Hi, I’m
Angie McClure
Insurance Adjuster/Customer Service Supervisor/Office Manager
Phoenix,AZ
Summary
Office management professional with track record of optimizing administrative functions and fostering productive work environment. Recognized for strong focus on teamwork and achieving operational success. Reliable and adaptable, with skills in office software, scheduling, and resource management to meet changing needs.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
years of professional experience
1
Certification
Work History
Custom Landscape Maintenance
Office Manager/Payroll Administrator
02.2022 - 08.2025
Job overview
- Managed office operations, optimizing workflows, and enhancing communication channels. Implemented cost-saving measures, resulting in substantial budget reductions. Managed payroll with precision and 100% accuracy in weekly payroll for 50 people. Set up a new billing system through QuickBooks, which encouraged better customer payment options. As well as a better handle on invoicing. Worked accounts receivable and payable team. Maintained employee files. Organized schedules and communications for owners. Answered a multi-line phone system with ease. Provided excellent customer service support. Worked with our customer service team, implementing strategies that boosted satisfaction scores. Streamlined processes, reducing response times, and enhancing overall service quality. Experienced in multi-line telephone systems. Optimized team performance through data-driven decision-making, which has led to substantial improvements in key metrics. Customer relationship management, conflict resolution, complaint handling, problem-solving, active listening, empathy, patience, multitasking, and time management. Effectively managed multiple incoming calls simultaneously on a multi-line phone system, ensuring efficient call handling and minimal wait times for customers. Provided excellent customer service support, resulting in positive customer feedback and increased customer loyalty.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
AMEX ASSURANCE COMP - INSURANCE CLAIMS (LICENSED)
Insurance Claims Adjuster
01.2021 - 01.2022
Job overview
- Processed claims for American Express – Amex Assurance company. Licensed in 13 states Processed customer insurance issues
- I was responsible for de-escalating customer complaints. Worked with customer's to reach and amicable resolution, not only for the customer but as well as for American Express. Worked with customer service teams to implement strategies that boost satisfaction scores. Experienced in multi-line telephone systems. Optimized my performance through data driven decisions. Conflict resolution – complaint and problem solving. Led customer service team of multiple representatives implemented quality assurance protocols and streamlined complaint resolution processes to enhance client resolution. I analyzed customer feedback patterns to identify service gaps, implemented targeted solutions, and established performance metrics for team success. Spearheaded service excellence initiatives through data driven decision making, enhancing team productivity and streamlining customer complaint resolution processes.
- Developed positive relationships with policyholders, fostering trust through transparency during the claim process.
- Improved customer satisfaction by providing timely updates and resolutions to their claims inquiries.
- Fostered a supportive work environment by sharing knowledge and expertise with colleagues, promoting collaboration and teamwork.
- Assisted policyholders in understanding the complexities of their coverage plans, helping them make informed decisions about their claims.
- Coordinated prompt payments to clients after successful settlement negotiations were reached.
- Examined claims forms and other records to determine insurance coverage.
- Maintained compliance with state regulations and company policies while handling a high volume of insurance claims.
- Verified insurance claims and determined fair amount for settlement.
American Express
Customer Service Supervisor
06.2001 - 01.2021
Job overview
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- I was responsible for de-escalating customer complaints. Worked with customer’s to reach and amicable resolution, not only for the customer but as well as for American Express. Answered around 30-50 calls per day.
Education
Maricopa Community Colleges, Glendale Community CollegeGlendale, AZ
Some College (No Degree) from Business
Skills
- Licensed insurance adjuster across 13 states
- Targeted sales approaches
- Vendor agreement facilitation
- Excel, Word, Outlook
- Tax compliance
- Permit and license administration
- Sound decision-making
- Compliance permitting knowledge
- Effective client relations
- Practical decision-making
- Collaborative teamwork
- Customer relations
- Clear oral/written communication
- Billing
Certification
- Licensed Insurance Adjuster
Timeline
Office Manager/Payroll Administrator
Custom Landscape Maintenance
02.2022 - 08.2025
Insurance Claims Adjuster
AMEX ASSURANCE COMP - INSURANCE CLAIMS (LICENSED)
01.2021 - 01.2022
Customer Service Supervisor
American Express
06.2001 - 01.2021
Maricopa Community Colleges, Glendale Community College
Some College (No Degree) from Business
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