Antonio Harris
Tempe,AZ
Summary
A skilled detail oriented individual with strong leadership qualities. Very personable and able to work well in an individual or team environment. Experienced in management and customer service while providing a cohesive and professional atmosphere. Seeking to obtain further experience in a work place that will best utilize my skills
Overview
19
19
years of professional experience
1
1
Certification
Work History
Claims Adjuster
Progressive
11.2022 - 08.2024
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Facilitated smooth transitions for policyholders during the claim process by liaising between various departments, ensuring all parties were informed and engaged.
- Examined claims forms and other records to determine insurance coverage.
- Maintained detailed records for each claim, ensuring accuracy and completeness for future reference and audit purposes.
Presidents Club Closing Specialist
Rocket Mortgage
08.2020 - 09.2022
- Managed final steps of closing process to mitigate risk and errors, exceeding metrics and becoming a top performer
- Confirmed accurate fundings, lien payoffs and final mortgage recordings by collaborating with clients and other departments to avoid inaccuracies at the closing table
- Coordinated with sellers, buyers, escrow agents and signing agents to complete loan submissions and scheduled closing dates.
- Reviewed and validated details of loan applications and closing documentation.
- Consulted with outside vendors to identify and resolve loan closing issues.
Customer Service Representative
PayPal
01.2019 - 06.2020
- Recommended Venmo card to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Awarded Top 10 performer for the Company for two Quarters
- As a peer mentor, helped trained new hires in company policies and procedures
- Provided basic technical support for clients on the use of the Venmo app and Venmo card
- Handled between 30-40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used probing techniques to determine debtors' reasons for delinquency.
- Assisted customers in processing payments to satisfy any debts in their accounts
- Answered constant flow of customer calls with minimal wait times.
Behavioral Health Technician
Sunaire House Inc
11.2013 - 08.2019
- Monitored client census by using the Daily Movement Report and recording admissions, discharges, doctor appointments and site visit data.
- Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.
- Consulted with and trained highly skilled mental health and medical staff.
- Connected clients with community service and resource agencies.
- Maintained a case load of more than 10 children in public schools and group home placements.
- Mediated conflicts within families to clarify and resolve underlying issues.
- Displayed sensitivity to the cultural and linguistic needs of the clients and families served.
- Organized and implemented client training in compliance with state regulations.
- Oversaw administration of medicine in client needs.
- Maintained detailed logs for all personnel
Quality Assurance Representative
iQor Inc.
10.2012 - 11.2013
- Actively pursued personal learning and development opportunities.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Responded to customer questions and requests in a prompt and efficient manner.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Determined customer needs by asking relevant questions and listening actively to responses.
- Communicated clear expectations and goals to each team member.
- Attended and participated in Quality Team meetings as required
- Provided feedback to Team Managers and/or representative for recognition or coaching on quality of service to ensure proper procedures are being followed
- Communicated with Team Managers and provided them with feedback on evaluations, coaching's and trending models of representatives
Collections Agent
iQor Inc.
10.2011 - 11.2012
- Negotiated with accountholders to devise repayment plans and minimize collections receivables.
- Processed payments and applied to customer balances.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Greeted customers in a timely fashion, while quickly determining their needs.
- Provided an elevated customer experience to generate a loyal clientele.
- Accurately documented, researched and resolved customer service issues.
- Referred unresolved customer grievances to designated departments for further investigation.
- Managed high call volume with tact and professionalism
- Met or exceeded service and quality standards every review period.
- Defused volatile customer situations calmly and courteously.
Sergeant of the Guard
United States Marine Corps
06.2006 - 09.2011
- Tracked and filed administrative paperwork and personnel folders.
- Coordinated integration of company weapons systems into those of adjacent platoons.
- Taught personnel how to mitigate hazards and properly use personal protective equipment.
- Patrolled designated areas and evaluated terrain.
- Prepared daily, weekly and monthly situational reports for higher headquarters.
- Supervised the gathering, review and dissemination of intelligence information.
- Verified security clearances and personnel eligibility.
- Delivered important training, coaching and mentoring to platoon personnel.
- Built a cohesive and successful team to support mission objectives.
- Managed the flow of tactical and technical information between commanders and enlisted personnel.
- Wrote office job descriptions and directives.
- Served as liaison between the Commanding Officer and Senior enlisted personnel to ensure the welfare of enlisted personnel and make officers aware of any potential situations that could affect mission preparedness.
- Developed and led training programs in preparation for combat.
- Served as custodian of classified documents.
- Supervised and managed a platoon of 25 marines, setting a high standard of efficiency, loyalty and integrity.
- Maintained security of the local areas and performed route clearance for visiting high-ranking officials.
Site Supervisor
Tempe Parks and Recreation
08.2005 - 06.2006
- Oversaw daily operations at site, keeping team production moving at an optimal pace.
- Directed projects according to schedule and quality demands.
- Directed guests around the building and answered questions regarding accessibility.
- Cultivated positive relationships with youths and team members by using problem solving and positive reinforcement.
- Ensured that all safety procedures and protocols were followed by staff and participants.
- Monitored and assisted with a range of activities, including youth and adult sports.
Education
Associate of Arts - Administration of Justice Studies (Criminal Justice)
Maricopa Community Colleges - Mesa Community College
Mesa, AZSkills
- Proficient in Microsoft word, Excel and Outlook
- Strong client relations
- Creative problem solver
- Customer focused
- Exceptional communication skills
- Motivated team player
- Adherence to high customer service standards
- Negotiation expert
- Skilled in call center operations
- Exceptional telephone etiquette
- Computer literate
- Detail-oriented
Accomplishments
Honorable Discharge
(Served 5 years Active Duty)
Obtained a Top Secret Security Clearance (TS-SCI) providing security for The President as well as foreign dignitaries and high level ranking personnel.
Three time Cavs Coin winner for achievement and production as a top agent in a closing role within the company.
Certification
Navy Substance Abuse Prevention Program (Navy Alcohol/ Drug Program Counselor)
Level 1 security clearance fingerprint card (current)
Peer mentor ( assisted in training new hires and helping other employees improve knowledge and skills by providing feedback on personal development
Timeline
Claims Adjuster
Progressive
11.2022 - 08.2024
Presidents Club Closing Specialist
Rocket Mortgage
08.2020 - 09.2022
Customer Service Representative
PayPal
01.2019 - 06.2020
Behavioral Health Technician
Sunaire House Inc
11.2013 - 08.2019
Quality Assurance Representative
iQor Inc.
10.2012 - 11.2013
Collections Agent
iQor Inc.
10.2011 - 11.2012
Sergeant of the Guard
United States Marine Corps
06.2006 - 09.2011
Site Supervisor
Tempe Parks and Recreation
08.2005 - 06.2006
Associate of Arts - Administration of Justice Studies (Criminal Justice)
Maricopa Community Colleges - Mesa Community College