Brittany Smith

• Currently licensed property & causality all lines
• Investigating, evaluating, negotiating, and settling claims bill payment
• Applying knowledge of policies and insurance regulations when determining coverage, liability, & damages
• Contacting customers by telephone, written correspondence and/or various electronic media
• Effectively managing work through task driven queues while multi-tasking in a fast-paced call center environment
• Supporting our customers through personalized, caring, and simple interactions

Type in data provided directly from customers

Move data from paper formats into computer files or database systems using keyboards data recorders or optical scanners

Prepare spreadsheets with large numbers of figures without mistakes

Perform verification of data by comparing it to source documents

Review and update existing data

Collect data from the database or electronic files as requested

Organize system backups on a regular basis to ensure data preservation

Compiling, verifying accuracy and sorting information to prepare source data for computer entry.

Reviewing data for deficiencies or errors, correcting any incompatibilities and checking output.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

Sets up new accounts, taking and providing information, making account changes, and processing requests

Processes correspondence by receiving and responding to emails, faxes and other requests for information.

Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and

resolves credit card disputes.

Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required

Answering 40-60 calls per day to address customer inquiries and concerns. Deliver exceptional level of service to each customer by listening to

concerns and answering questions.

Manage team of upwards of 20 new hire employees, overseeing hiring, training, and professional growth of employees.

Serve customers in a friendly, efficient manner following outlined steps of service.

Collaborate with Virtual Assist adjusters, Auto Adjusters, and Team Leads to achieve best training results.

Develop and maintain courteous and effective working relationships. Proven successful working within tight deadlines and fast-paced

atmosphere.

Collect and analyze activity data and initiate, develop and recommend improvements to systems, processes and procedures to increase

productivity and reduce cost.

Record findings of auto inspection process, collaborating with quality team members, and department managers to implement procedural

remedies.

Provide regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality.

Provide analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate

and support enlightened decision making

Solved