Celeste Harris
State Farm
Murfreesboro,TN
26
years of professional experience
Experienced claims specialist with a strong background in coverage analysis, de-escalation, and customer support. Known for resolving complex issues with clear communication and sound judgment.
Work History
Fire Claim Specialist
10 Years 5 Months- Investigated claim details, verified coverage, and applied policy language to support accurate coverage decisions.
- Evaluated damage estimates, repair invoices, and loss reports to determine appropriate settlement outcomes.
- Documented claim files with detailed notes, correspondence, and supporting evidence for compliance and review.
- Explained claim status, coverage findings, and next steps with clear, professional communication.
Claims Trainer
5 Years 4 Months- Delivered onboarding sessions for new hires across auto and property claims workflows.
- Supported claims systems adoption through hands-on process demonstrations and troubleshooting guidance.
- Designed claims training curricula aligned with policy, procedure, and compliance requirements.
Auto Claim Specialist
9 Years 4 Months- Evaluated vehicle damage estimates, repair invoices, and supporting documentation for accurate claim decisions.
- Investigated auto claims, reviewed policy coverage, and determined appropriate liability and settlement options.
- Communicated claim status clearly with policyholders, repair shops, and internal partners throughout resolution.
- Negotiated settlements and payments while ensuring compliance with claim procedures and coverage guidelines.
- Resolved complex coverage and liability issues through detailed analysis and sound judgment.
Customer Service Representative
4 Years 9 Months- Resolved customer inquiries regarding orders, returns, and product details with accurate, courteous communication.
- Assisted callers with shipping concerns, order status, and billing issues using clear, solution-focused support.
- Processed transactions, exchanges, and account updates while maintaining precise records in customer service systems.
- Trained new representatives on service procedures, call handling, and documentation standards.
- Escalated complex complaints to appropriate departments and followed through to resolution.
- 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.
Education
Master of Professional Studies - Strategic Leadership
Bachelor of Science - Organizational Leadership
Skills
Data analysis
Problem resolution
Complaint resolution
Complaint handling
Complaint management
Issue resolution
Claim investigation
Claims processing
Customer relations
Dispute resolution
Call center operations
Data entry
Timeline
Fire Claim Specialist
State Farm
05.2016 - CurrentRead More
Claims Trainer
State Farm Insurance Inc
01.2011 - 05.2016Read More
Auto Claim Specialist
State Farm
09.2001 - 01.2011Read More
Customer Service Representative
Shop At Home
03.2001 - 12.2005Read More
Middle Tennessee State University
Master of Professional Studies from Strategic Leadership
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Middle Tennessee State University
Bachelor of Science from Organizational Leadership
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