Christina Diaz
Nocona,TX
Summary
Skilled Claims Support Representative with a background in insurance and customer service. Experience includes processing claims, communicating effectively with policyholders, and providing administrative support to claims adjusters. Strengths lie in problem-solving abilities, multitasking skills, and strong oral and written communication. Previous work has led to improvements in the efficiency of the claims handling process through the adept use of technology and superior organizational skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Licensed Property & Casualty Retention II
Teleperformance (State Farm Contract)
Nocona, TX
03.2025 - Current
- Documented First Notice of Loss reports for auto and homeowners’ policies to enhance claims operations.
- Interpreted policy coverage details, including liability limits and deductibles for accurate processing.
- Routed claims to adjusters through internal management systems to expedite resolution.
- Addressed over 100 daily inquiries, providing clear and concise customer information.
Customer Support Specialist – Order Issue Resolution
Peak Support (Goldbelly Program)
Nocona, TX
10.2024 - 02.2025
- Resolved multichannel customer inquiries regarding delivery delays, product errors, and billing issues.
- Logged case activity in Zendesk, coordinating resolutions with vendor and operations teams.
- Exceeded daily satisfaction and case resolution benchmarks in a remote, fast-paced environment.
- Delivered feedback through trend reporting to improve internal workflows.
- Responded promptly to customer emails and phone calls, maintaining professionalism.
- Conducted follow-up calls to evaluate customer satisfaction after issue resolution.
- Participated in team meetings to strategize enhancements in customer experience.
- Accurately documented all customer interactions in the database system.
Promotions & Player Services Associate
Winstar World Casino & Resort
Thackerville, OK
01.2015 - 08.2023
- Facilitated guest enrollment and processed loyalty rewards through ACSC casino systems.
- Clarified rules of tiered promotional programs and verified participant eligibility.
- Balanced and reconciled daily cash and credit transactions with precision.
- Elevated guest satisfaction through prompt, professional service during peak hours.
- Assisted customers with technical support for gaming systems and accounts.
- Developed strategies for online gaming tournaments, ensuring team collaboration for success.
- Tested software applications for bugs prior to release to guarantee quality assurance.
- Organized competitive events, including tournaments and leagues among teams.
Education
High School Diploma -
Saint Jo High School
Saint Jo, TXSkills
- Claims documentation and intake
- File transfer
- First notice of loss (FNOL)
- Coverage explanation
- Policy support
- Claims management systems
- ECRM and CRM platforms
- Remote call handling
- Workflow accuracy
- Customer satisfaction and conflict resolution
- Regulatory compliance
- Multitasking and team collaboration
- Remote work proficiency
Certification
Property & Casualty Insurance License
Licensed in 47 U.S. jurisdictions including TX, CA, NY, FL, IL
NPN: 21555683 | Texas License #: 3321732
Issued: April 2025 | Status: Active
Texas All-Lines Adjuster Pre-Licensing – (Planned)
Adjuster Training Online – 40-Hour Course + Proctored Exam
Texas P&C Exam
Passed, 04/01/25, 87
Languages
English
Full Professional
References
References available upon request.
Timeline
Licensed Property & Casualty Retention II
Teleperformance (State Farm Contract)
03.2025 - Current
Customer Support Specialist – Order Issue Resolution
Peak Support (Goldbelly Program)
10.2024 - 02.2025
Promotions & Player Services Associate
Winstar World Casino & Resort
01.2015 - 08.2023
High School Diploma -
Saint Jo High School
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