Brooke Rembert
Lithonia,GA
Summary
Detail-oriented and customer-focused professional with over 5 years of experience in resolving complex service inquiries, billing disputes, and regulatory complaints. Adept at investigating claims, interpreting policies, and ensuring accurate documentation. Proven ability to maintain compliance, meet tight deadlines, and provide compassionate support in high-pressure environments. Seeking to transition into a Claims Representative role where analytical and communication skills can enhance claim resolution accuracy and customer trust.
Overview
6
6
years of professional experience
Work History
Customer Service Associate
FIS Global
10.2024 - Current
- Investigate and resolve over 50 financial service inquiries daily, including transaction disputes, unauthorized charges, and account errors, ensuring compliance with financial regulations.
- Document claim details and escalation paths with 100% accuracy, contributing to audit readiness and service transparency.
- Coordinate with internal teams to expedite resolution of escalated claims, reducing resolution timelines by 20%.
- Maintain high client satisfaction by clearly explaining policies and offering timely resolutions.
Customer Care Supervisor
Delta Air Lines
Atlanta, GA
05.2022 - 06.2024
- Handled complex travel claims including refunds, baggage compensation, and service complaints in compliance with DOT regulations.
- Conducted case-by-case assessments of passenger claims, offering tailored resolutions that boosted customer loyalty and reduced repeat issues.
- Acted as a key liaison between customers and corporate offices to resolve disputes with fairness and empathy.
- Documented every case with clear summaries and relevant evidence, contributing to legal and quality control audits.
Service Provider Representative
Phoneware MCI
San Diego, CA
11.2019 - 12.2021
- Resolved a high volume of technical and billing claims, processing adjustments and setting up flexible resolutions that lowered dispute rates by 25%.
- Managed sensitive customer data and financial accounts with precision, ensuring strict compliance with confidentiality standards.
- Promoted higher-value service plans through needs-based analysis while maintaining claim support accuracy and transparency.
- Consistently met quality assurance targets through effective documentation and adherence to internal claim procedures.
Education
High School Diploma -
Chula Vista High School
Chula Vista, CA06.2018
Skills
- Claims Investigation & Resolution
- Regulatory Compliance (DOT, Banking)
- First-Contact Resolution (FCR)
- Policy Interpretation
- CRM & Claims Software (Salesforce, Zendesk, HubSpot)
- Conflict De-Escalation
- Multi-Channel Communication (Phone, Email, Chat)
- Data Verification & Documentation Accuracy
- Payment Disputes & Adjustments
- Customer Retention Strategies
- Confidential Information Handling
Timeline
Customer Service Associate
FIS Global
10.2024 - Current
Customer Care Supervisor
Delta Air Lines
05.2022 - 06.2024
Service Provider Representative
Phoneware MCI
11.2019 - 12.2021
High School Diploma -
Chula Vista High School