BRITTANY SKAGGS
Saint Cloud,MN
Summary
Customer Experience and Operations professional with over 9 years of experience enhancing customer support and operational efficiency in insurance and administrative settings. Expertise includes onboarding, training, process improvement, and issue resolution. Proven ability to manage high-volume inquiries through multiple channels while fostering cross-functional collaboration and supporting organizational growth.
Overview
10
10
years of professional experience
Work History
Billing Specialist
HDL
Sauk Rapids, MN
09.2025 - Current
- Processed customer billing transactions using Traverse ERP software, ensuring accuracy in product charges, shipping, handling, and applicable taxes.
- Verified billing information and payment methods, resolving discrepancies to uphold data integrity and enhance customer satisfaction.
- Generate itemized invoices, billing statements, and supporting documentation while maintaining organized records in compliance with company procedures.
- Managed multiple responsibilities in a fast-paced environment with exceptional attention to detail and organizational skills.
Complex Auto Claims Adjuster
Progressive
St. Cloud, MN
07.2024 - 05.2025
- Managed complex, high-volume caseload, balancing competing priorities and strict deadlines to meet customer expectations.
- Investigated and resolved intricate customer claims through detailed analysis and strategic problem-solving to enhance customer satisfaction.
- Collaborated with internal teams and external stakeholders to ensure fair and timely claim resolutions.
- Provided empathetic guidance and support to customers during challenging situations, demonstrating high-level professionalism and conflict-resolution skills.
- Maintained meticulous documentation and ensured strict compliance with state regulations and company standards.
- Contributed to operational excellence by identifying process inconsistencies, mitigating financial risk, and improving claim outcomes.
Insurance Agent
The Insurance Shoppe
Foley, MN
02.2024 - 07.2024
- Conducted comprehensive assessments of client circumstances to recommend optimal coverage types and limits, utilizing persuasive advisory techniques.
- Executed cross-selling initiatives to enhance sales revenue by introducing complementary insurance products to existing clients.
- Assessed client circumstances to recommend optimal coverage types and limits, applying persuasive advisory techniques.
Agency Services
Liberty Mutual
Indianapolis, IN
01.2017 - 07.2023
- Managed a high volume of customer inquiries via email, chat, and calls, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Educated licensed agents on processes, site navigation, and product eligibility for auto, home, pet, umbrella, and specialty lines to enhance their service delivery.
- Trained new employees on best practices, policies, and procedures to ensure compliance and consistency in operations.
- Collaborated with underwriters to streamline policy issuance process, reducing turnaround time for agents.
Skills
- Billing operations
- Customer Billing Support
- Billing Administration
- CRM & Ticketing Systems
- Documentation compliance
- Process Improvement
- Workflow optimization
- Quality standards
- Issue resolution
- Claims resolution
- Cross-functional collaboration
- Team onboarding
- Customer experience
- Relationship building
Timeline
Billing Specialist
HDL
09.2025 - Current
Complex Auto Claims Adjuster
Progressive
07.2024 - 05.2025
Insurance Agent
The Insurance Shoppe
02.2024 - 07.2024
Agency Services
Liberty Mutual
01.2017 - 07.2023