Christopher Rolle
Tampa,FL
Summary
Qualified and confident Senior escalations supervisor with a strong industry background and results-oriented approach to transforming business operations. Talented multitasker who thrives under pressure to deliver promised results and exceed business targets. I have over 9 years experience in many different business operations.
Overview
10
10
years of professional experience
Work History
Senior Catastrophe Field Adjuster
Progressive
03.2023 - 06.2024
- Collaborated with contractors to ensure accurate repair cost estimates and fair settlements for policyholders.
- Enhanced customer satisfaction by providing timely and accurate updates on the status of their claims.
- Reduced turnaround time for claim resolutions through prompt scheduling of appointments with policyholders following receipt of new assignments.
- Updated claim database system with proper and adequate coding and documentation.
- Reviewed bills, estimates and proofs of loss prior to making settlement and payment of claim.
- Maintained compliance with state regulations and company policies through diligent attention to detail in claim handling procedures.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Expedited claim resolutions for clients through efficient documentation, reporting, and communication with all parties involved.
- Demonstrated strong negotiation skills in settling claims disputes, achieving mutually agreeable outcomes for both the company and policyholders.
Senior Escalation Supervisor
Capital One
02.2022 - Current
- Improved customer feedback and satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved escalated issues through active listening and open-ended questioning.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Monitored front areas so that questions could be promptly addressed.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Senior Property Claims Adjuster
USAA
02.2017 - 02.2022
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Excellent written and verbal communication skills.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Prepared comprehensive written reports to negotiate purchase price and repair of properties.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Negotiated settlement agreements to resolve disputes.
- Researched claims and incident information to deliver solutions and resolve problems.
- Responded to customer concerns and questions on daily basis.
- Established open and professional relationships with team members which facilitated communication, quickly resolving issues and conflicts.
Senior Tech Representative
T-Mobile
06.2015 - 02.2017
- Diagnosed problems with mobile devices by applying technical knowledge and troubleshooting skills.
- Maintained superior quality assurance and customer satisfaction objectives.
- Managed team performance by training, mentoring, motivating employees.
- Excellent customer service
Customer Service Representative
General Dynamics
04.2014 - 06.2015
- Proficiency in Medicare Coverage
- Reviewed benefits information and coverage with members.
- Reviewed ICD codes and claim denials with members.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of member calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Communicated with people from various cultures and backgrounds on application process.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Education
Tampa Bay Tech High School
Tampa, FL05.2012
Skills
- Microsoft office
- Excellency in both speech and in writing
- Multitasking and prioritization
- Claims file management
- Critical thinking and Analytical skills
- Active listening
- Complaint resolution
- Time management
Timeline
Senior Catastrophe Field Adjuster
Progressive
03.2023 - 06.2024
Senior Escalation Supervisor
Capital One
02.2022 - Current
Senior Property Claims Adjuster
USAA
02.2017 - 02.2022
Senior Tech Representative
T-Mobile
06.2015 - 02.2017
Customer Service Representative
General Dynamics
04.2014 - 06.2015
Tampa Bay Tech High School
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