Charlotte Lawrence
Airway Heights
Summary
Results-driven Auto Total Loss Adjuster with a strong background in customer service roles. Proven track record of efficiently resolving customer inquiries. Experienced in handling high-volume call environments and consistently receiving positive customer feedback. Demonstrates strengths in active listening and problem-solving, consistently enhancing customer satisfaction. Dedicated Customer Service professional with extensive knowledge of service delivery and exceptional multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
20
20
years of professional experience
Work History
CSR
Copart Auto Auctions
06.2024 - Current
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Greeted customers entering store and responded promptly to customer needs.
- Performed cash, card, and check transactions to complete customer purchases.
- Welcomed customers and helped determine their needs.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Scheduled and organized delivery routes.
- Scheduled deliveries and pickups according to customer needs.
- Communicated with customers to provide delivery updates and resolution.
Total Loss Adjuster
PEMCO Insurance
10.2021 - 01.2023
- Managed a high volume of claims, ensuring timely resolution and adherence to company guidelines.
- Negotiated claim settlements when needed.
- Educated policyholders on total loss procedures, helping them understand their rights and responsibilities during the claims process.
- Consistently met or exceeded performance metrics related to claim cycle times and customer satisfaction ratings.
- Approved payment of claims within certain monetary limit.
- Examined photographs and surveillance and any other documents relating to claims.
- Documented all findings in concise reports.
- Maintained strong working relationships with repair shops, salvage yards, and other industry partners to expedite the total loss process.
- Achieved faster settlement agreements through effective negotiation tactics and clear communication skills.
- Successfully negotiated settlements with claimants and insurers.
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Kept current on insurance regulations, laws, policies and procedures.
- Utilized advanced software programs to efficiently manage claim files and track progress toward resolution.
- Supported colleagues during periods of high claim volume by assuming additional caseloads when needed.
- Advocated for customers, ensuring they received fair and prompt settlements for their claims.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer Service Associate
PEMCO Insurance
10.2012 - 10.2021
- Handled all aspects of customer policy service
- Processed policy changes, accepted payments, filed first notice of loss, assisted agents
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Resolution Specialist
Travelers Insurance Companies
09.2004 - 10.2012
- Resolved customer grievances regarding policy or processes
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Provided exceptional support to customers by thoroughly understanding their needs and offering tailored solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
- Leveraged strong negotiation skills to reach mutually beneficial solutions for both the company and its customers.
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis.
Deputy Mayor / Council Member
City of Airway Heights
10.2006 - 01.2010
- Assisted with day-to-day operations of the city
- Head of the Finance Committee, Public Works and Transportation District
- Stood in for mayor as needed
- Championed equity, diversity, and inclusion within city departments and the broader community.
- Increased transparency in government affairs through regular communication with constituents and media outlets.
- Represented organization at industry conferences and events.
Education
Spokane Community College
Spokane, WASkills
- Customer Service Expertise
- Documentation Management
- Mathematics Proficiency
- Outside the box thinking
- Leadership
- Organization
- Fraud Detection Knowledge
- Multi-line Phone System
- Teamwork
- Call Documentation
- Empathetic
- Call center experience
- Customer focus
- Complaint handling
Conflict resolution
Active listening
Critical thinking
Data entry
Computer proficiency
Documentation
Payment processing
Timeline
CSR
Copart Auto Auctions
06.2024 - Current
Total Loss Adjuster
PEMCO Insurance
10.2021 - 01.2023
Customer Service Associate
PEMCO Insurance
10.2012 - 10.2021
Deputy Mayor / Council Member
City of Airway Heights
10.2006 - 01.2010
Customer Resolution Specialist
Travelers Insurance Companies
09.2004 - 10.2012
Spokane Community College
Similar Profiles
Brianne StarksBrianne Starks
DMV Title Clerk at Copart Auto AuctionsDMV Title Clerk at Copart Auto Auctions
Craig HahnCraig Hahn
Wheel Loader Operator at Copart Auto AuctionsWheel Loader Operator at Copart Auto Auctions
Valerie MorenoValerie Moreno
Customer Service Representative at Copart Auto AuctionsCustomer Service Representative at Copart Auto Auctions