Clara Knight
Albany,Georgia
Summary
Professional with a strong background in customer interactions, service solutions, and promptly resolving issues. Expertise in conflict resolution, communication, and problem-solving, ensuring consistent customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and always focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach, consistently meeting both customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Multi-line Representative
Progressive Insurance
04.2025 - Current
- Handled claims processing effectively, expediting resolutions while maintaining clear communication with clients throughout the process promptly and empathetically.
- Managed motorcycle, RV, boat, and travel trailer claims, ensuring accurate assessments and fair settlements.
- Negotiated settlements with claimants, achieving mutually agreeable outcomes without litigation.
- Handled complex claims involving multiple parties, navigating challenging situations with professionalism and tact.
- Exercised excellent time management skills while handling multiple high-priority cases simultaneously.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
Recruiter (loan-in)
Progressive Insurance
09.2024 - 03.2025
- Reviewed video interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
- Studied job descriptions and qualifications to determine applicant requirements.
- Operated and maintained applicant tracking and candidate management systems.
- Provided exceptional customer service to candidates.
- Negotiated competitive salary packages with candidates, resulting in successful offers and acceptances.
- Maintained compliance with federal and state employment laws during entire recruitment process.
- Provided detailed feedback to unsuccessful candidates, contributing to positive company image.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Multi-Line Representative
Progressive Insurance
03.2017 - 09.2024
- Handled claims processing effectively, expediting resolutions while maintaining clear communication with clients throughout the process promptly and empathetically.
- Managed motorcycle, RV, boat, and travel trailer claims, ensuring accurate assessments and fair settlements.
- Negotiated settlements with claimants, achieving mutually agreeable outcomes without litigation.
- Handled complex claims involving multiple parties, navigating challenging situations with professionalism and tact.
- Exercised excellent time management skills while handling multiple high-priority cases simultaneously.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
Commercial Lines Designate
Progressive Insurance
08.2016 - 02.2017
- Mitigated financial losses by accurately determining liability and settlement amounts based on relevant factors such as damages, policy limits, and jurisdictional requirements.
- Facilitated subrogation efforts by identifying responsible third parties and effectively collaborating with collections teams to recover funds owed to the insurer.
- Improved claim resolution times by efficiently investigating and evaluating commercial insurance claims.
- Analyzed complex coverage issues to determine appropriate course of action for each individual case.
- Managed a diverse caseload of complex commercial claims, resulting in timely settlements and satisfied clients.
Claims Adjuster Trainee
Progressive Insurance
06.2012 - 07.2016
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Managed automobile claims, ensuring accurate assessment and fair settlements.
Outreach Advocate
Liberty House
06.2010 - 06.2012
- Provided ongoing support to clients during their engagement with various programs, monitoring progress and offering assistance as needed.
- Maintained open lines of communication with partner organizations so as to expedite referrals and provide a seamless experience for clients.
- Maintained detailed records of client interactions, ensuring accurate documentation and follow-up when necessary.
- Delivered engaging presentations at community meetings, increasing awareness of advocacy efforts among diverse audiences.
- Conducted needs assessments for individual clients, connecting them with appropriate programs and services based on identified requirements.
Case Manager
Liberty House
11.2009 - 05.2010
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Shelter Advocate
Liberty House
08.2007 - 11.2009
- Assisted in the facilitation of support groups, providing a safe environment for clients to share their experiences and build connections with peers.
- Provided emotional support to clients in crisis situations, utilizing active listening skills and empathetic communication techniques.
- Facilitated conflict resolution within the shelter environment using effective mediation techniques when disputes arose among residents.
- Enhanced safety for shelter residents through consistent monitoring of facility access and adherence to established protocols.
Personal Advocate
Office of Child Support Services
01.2007 - 11.2009
- Assisted clients in understanding their rights and available resources within various systems.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Supported colleagues in navigating difficult customer interactions, promoting teamwork and cooperation within the call center.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled advanced issues with calm, knowledgeable and professional approach.
Child Support Services Agent II
Office of Child Support Services
10.2005 - 01.2007
- Informed clients of policies and procedures.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Collaborated with team members to share best practices, resulting in improved overall performance within the call center.
Education
Ph.D. - Organizational Leadership
Abilene Christian University
Abilene, TX12-2026
Master of Arts - Conflict Management And Resolution
Abilene Christian University
Abilene, TX12-2024
Bachelor of Science - Criminal Justice
Albany State University
Albany, GA05-2003
Skills
- Effective Multitasking
- Meticulous Quality Assurance
- Service Excellence
- Strategic Negotiation Expertise
- Client Needs Analysis
- Analytical Problem-Solving
- Organizational Time Efficiency
- Client Relations Experience
- Strong Verbal Communication
- Dispute Resolution Skills
- Attentive Listening Skills
Timeline
Multi-line Representative
Progressive Insurance
04.2025 - Current
Recruiter (loan-in)
Progressive Insurance
09.2024 - 03.2025
Multi-Line Representative
Progressive Insurance
03.2017 - 09.2024
Commercial Lines Designate
Progressive Insurance
08.2016 - 02.2017
Claims Adjuster Trainee
Progressive Insurance
06.2012 - 07.2016
Outreach Advocate
Liberty House
06.2010 - 06.2012
Case Manager
Liberty House
11.2009 - 05.2010
Shelter Advocate
Liberty House
08.2007 - 11.2009
Personal Advocate
Office of Child Support Services
01.2007 - 11.2009
Child Support Services Agent II
Office of Child Support Services
10.2005 - 01.2007
Ph.D. - Organizational Leadership
Abilene Christian University
Master of Arts - Conflict Management And Resolution
Abilene Christian University
Bachelor of Science - Criminal Justice
Albany State University
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