BRIANNA TOCCI
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Automotive and Claims Industry. 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
11
11
years of professional experience
Work History
Service Advisor
Caliber Collision
08.2019 - Current
- Evaluated extensive of damage to vehicles of upwards of $20,000 and documented findings to claim handling advisors and the insurance companies
- Determined cause and extent of damages by investigating up to 10 new claims daily with underwriters and insurance agents in field
- Presented claims to over 10 different insurance companies and handled up to 30 claims per day
- Adhered to company and insurance client's guidelines in claims processes, estimate and claim closures
- Investigated potentially fraudulent claims daily by focusing on thoroughness, quality and cost control
- Received dozens of outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Mentored 5 different new hires at opening locations on estimating and insurance claims while handling $20,000 in claims daily
- Trained new adjusters throughout 3 years on CCC and Mitchell Systems
- Wrote $200,000 in sales per month while working with 10 independent insurance companies.
CSR
Faulkner Collision
09.2013 - 07.2019
- De-escalated a dozen customer concerns daily while maintaining a calm, friendly demeanor
- Documented around 20 conversations with customers to track requests, problems and solutions
- Scheduled up to 10 appointments per day
- Answered and directed incoming calls to either a handling adjuster or technician using expansive multi-line telephone system
- Maintained daily calendars, set appointments with clients and planned daily office events
- Distributed work evenly and thoroughly
- With the technician and adjuster receiving 5 claims per day
- Contacted customers to schedule in repairs after the insurance company sent information needed to the shop
- Notified customers via phone call or text of the completion of the vehicles
- Delivered clients repaired vehicle upon pickup while going over repairs
- Surveyed customers about experiences and insured 90% positive feedback
- Assessed shop safety and equipment 2 days a week to make sure company and state standards were being met.
Education
Bachelor Of Arts -
Temple University, College of Liberal Arts
Philadelphia, PA01.2024
High School Diploma -
Pennsylvania Cyber Charter School
Philadelphia, PA01.2011
Skills
- Records management
- Service estimates
- Quality control
- Customer relations
- Claims investigations
- Policy interpretation
- Body shop knowledge
- Vehicle inspections
- Time Efficiency
- Knowledge of State Laws
- Computer Skills
- Problem Solving Skills
- Workflow Management
- Employee Coaching
- People Skills
- New Hire Training
Timeline
Service Advisor
Caliber Collision
08.2019 - Current
CSR
Faulkner Collision
09.2013 - 07.2019
Bachelor Of Arts -
Temple University, College of Liberal Arts
High School Diploma -
Pennsylvania Cyber Charter School
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