Brandon Oneil
Atlanta
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards. Eager to contribute team skills and further develop professional skills.
Overview
7
7
years of professional experience
Work History
Producer Support Representative II
Circular Action Alliance - Remote
02.2025 - 08.2025
- Delivered front-line customer support and technical assistance to producers navigating Extended Producer Responsibility (EPR) regulations across multiple U.S. jurisdictions.
- Handled high-volume inbound inquiries via Salesforce Service Cloud, ensuring accurate, timely resolution of registration, reporting, and compliance issues.
- Interpreted regulatory requirements and supported onboarding, filing, and fee processes, contributing to increased producer satisfaction and reduced escalations.
- Collaborated cross-functionally with compliance, operations, and tech teams to streamline support workflows and resolve complex producer cases.
- Created and maintained internal documentation, knowledge base articles, and support guides to improve self-service tools and reduce inquiry volume.
- Performed User Acceptance Testing (UAT) in JIRA and ensured functionality met project requirements and quality standards.
Lead Claims Specialist
State Farm - Hybrid
01.2023 - 08.2023
- Managed over 150+ claims monthly, focusing on home and property damage, ensuring timely and accurate resolutions.
- Handled escalated claims, resolving complex issues related to personal auto, home, and business accounts, maintaining a 95% customer satisfaction rate.
- Maintained strong relationships with insurance departments and clients, effectively communicating claim statuses and outcomes.
- Helped Implement streamlined client to agent contact processes, reducing claim resolution time by 20%.
- Conducted thorough investigations, documenting findings and providing detailed reports for each claim.
Insights Lab Specialist
Allstate - Remote
07.2021 - 02.2023
- Coordinated cross-functional teams to ensure projects were completed within scope, schedule, and budget, directly impacting the efficiency of the claims process.
- Provided actionable insights through data analysis, contributing to a 10% increase in accuracy for claim assessments.
- Played a key role in strategic decision-making by analyzing data trends and patterns, supporting new insurance product development.
Resolution Specialist Lead
Allstate - Remote
12.2020 - 07.2021
- Successfully mediated disputes between claimants and the company, achieving mutual agreements in 85% of cases without escalating to litigation.
- Reviewed and interpreted legal documents, identifying potential conflicts and ensuring compliance with all relevant regulations.
- Led a team to efficiently handle escalated claims, reducing average resolution time by 15%.
- Provided expert written opinions and decisions on complex cases, supporting the legal team in potential litigation scenarios.
Supervisor Customer Service Representative
Home Depot
10.2018 - 12.2020
- Supervised a team of customer service representatives, achieving a 20% improvement in customer satisfaction scores through targeted training and development.
- Resolved high-volume customer inquiries, consistently meeting response time targets and maintaining service quality.
- Enhanced team performance by setting clear expectations and providing continuous feedback, leading to a 30% reduction in customer complaints.
- Developed and implemented customer service strategies that improved operational efficiency and client retention.
Skills
- Claims Investigation & Analysis
- Policy Interpretation & Compliance
- Conflict Resolution & Mediation
- Customer Communication & Client Relations
- Risk Assessment & Mitigation
- Detailed Documentation & Reporting
- Claims Management Software (eg, Xactimate, CCC One)
- Written Communication
- Leadership
- Time Management
- Budgeting
- Project Planning
Timeline
Producer Support Representative II
Circular Action Alliance - Remote
02.2025 - 08.2025
Lead Claims Specialist
State Farm - Hybrid
01.2023 - 08.2023
Insights Lab Specialist
Allstate - Remote
07.2021 - 02.2023
Resolution Specialist Lead
Allstate - Remote
12.2020 - 07.2021
Supervisor Customer Service Representative
Home Depot
10.2018 - 12.2020
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