Cerina Alfaro
Summary
Background includes extensive experience in claims processing and customer service, with a focus on operational supervision and team management. Key skills include critical thinking, negotiation, and compliance management, aimed at optimizing workflow and achieving organizational objectives. Career goal centers on leveraging operational expertise to enhance efficiency within a supervisory role, driving performance improvements while maintaining high standards of service delivery.
Overview
6
6
years of professional experience
Work History
Customer Service/Claims Specialist
Independence Pet Holdings
09.2024 - Current
- Manage inbound and outbound calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customers and clients through open and interactive communication.
- Address customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines, and policies for each client.
- Thoroughly investigate claim types.
- Coordinate with leadership and clients to ensure accurate claim processing.
- Provide excellent customer service to claimants and clients.
- Stay up-to-date with changes in laws and regulations.
- Participate in training and professional development opportunities.
- Collaborate with team members to improve claims processing efficiency.
- Handle sensitive information with discretion and confidentiality.
- Approve or deny claims in a timely manner.
Dispatcher/Senior Claims Specialist
RXO Logistics
Odessa, FL
06.2022 - 09.2024
- Providing step-by-step directions to get the driver to the location to complete as scheduled (ex: Google Maps, Waze, Realtor listings).
- Monitoring applications to ensure team is updating shipments to the proper statuses.
- Delegated daily tasks amongst employees daily.
- Data entry communication.
- Completing assigned reports as scheduled.
- Mentor entry level employees teaching them correct processes to follow preparing them for any given scenario.
- Investigate all claim types, including public recording statements, securing public records, and analyzing report findings.
- Advise the delivery carriers of all claim types.
- Determine which claims can be denied, allowing the company and delivery services to save money.
- Ensure insurance compliance of contracted carriers and technicians are in accordance with the terms of their contracts.
- Issue payments or deny claims in a timely manner, in accordance with policy conditions.
- Effectively negotiate settlements with contractors, adjusters, or any insured representatives.
- Recognize and document subrogation and salvage opportunities, and refer accordingly.
- Onboarding all drivers, helpers, and carriers that own the delivery services.
- Ensure personnel follow all compliance policies and procedures.
Shipping Clerk Supervisor
RJW Logistics
Romeoville, IL
01.2022 - 04.2022
- Maintained communication with customers and appropriate personnel regarding changes in delivery schedules and potential service failures.
- Trained associates on tasks of outbound departments.
- Properly documented orders in the computer and updated customer contact information.
- Preserved confidentiality of company information.
- Created training programs.
- Interviewed potential candidates for open positions.
Lead Customer Relations Specialist
World Wholesale Inc.
10.2020 - 10.2021
- Assisted private business owners with fulfilling orders.
- Stocked materials to maintain a full inventory and quality assurance.
- Recorded and logged inventory data for ordering and restocking purposes.
- Ensured client satisfaction.
- Arranged client meetings for future business proposals.
- Directed product movement.
- Maintained relationships with business owners as a main point of contact.
Lead Receiver
Geodis Logistics
01.2020 - 09.2020
- Managed inventory by ensuring products received had the correct amount of each product.
- Located materials and supplies by pulling and verifying all products listed on production orders.
- Operating heavy machinery to relocate and place products in the advised staging areas to proceed with the next steps in the shipping process.
- Disassembled pallets to separate products by lot numbers and quantity amount to label properly.
Billing Specialist
XSport Fitness Corporate
Big Rock, IL
05.2019 - 01.2020
- Reviewed proper paperwork in order to be able to make the proper adjustments to membership accounts.
- Utilized accounting software to identify outstanding accounts, generated bills and invoices, processed refunds and writing off balances when necessary.
- Established filing systems chronologically for auditing purposes.
- Produced multiple reports for each location.
- Trained entry level employees showing them each system and all proper processes.
Education
General Studies -
Hinckley Big Rock High School
Hinckley, IL05.2018
General Studies -
Aurora Christian High School
Aurora, IL06.2015
Skills
- Microsoft Office Proficiency
- Detail-Oriented
- Excellent Communication
- Leadership
- Adaptability
- Critical Thinking
- Project Management
- Mentoring & Training
- Self-starter
- Strong organizational skills
- Negotiation
- Data entry
- Organization
- Claims processing
- Claims investigation
- Conflict resolution
- Settlement coordination
- Compliance management
- Team building
- Computer proficiency
Timeline
Customer Service/Claims Specialist
Independence Pet Holdings
09.2024 - Current
Dispatcher/Senior Claims Specialist
RXO Logistics
06.2022 - 09.2024
Shipping Clerk Supervisor
RJW Logistics
01.2022 - 04.2022
Lead Customer Relations Specialist
World Wholesale Inc.
10.2020 - 10.2021
Lead Receiver
Geodis Logistics
01.2020 - 09.2020
Billing Specialist
XSport Fitness Corporate
05.2019 - 01.2020
General Studies -
Hinckley Big Rock High School
General Studies -
Aurora Christian High School