Courtney Dunlap
Indianapolis,IN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Claims Resolution Specialist
Liberty Mutual
08.2022 - Current
- Investigated and resolved customer inquiries and complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Agent
GEICO
02.2021 - 08.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved over 50-60 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management.
Claim Service Specialist
Allstate Insurance Co
06.2019 - 02.2021
- Modeled exceptional customer service skills by communicating compassionately and appropriately.
- Helped customers through their claim process in a fast, fair and easy manner while maintaining confidentiality.
- Addressed an average of 200 customer inquiries and complaints each week.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Enrollment Specialist
UnitedHealthcare
12.2018 - 06.2019
- Assist applicants through application process via telephone (approx. 20 - 30 calls per day).
- Promote application completion and follow up with customers, if necessary.
- Respond to member eligibility questions and verify enrollment status.
- Work on simple tasks using established procedures.
Education
H.S. Diploma -
Lawrence Central High School
2015
Skills
- Computer Experience
- De-escalation Techniques
- Calm and Professional Under Pressure
- High Call Volume and Quality Metrics
- Issue and Complaint Resolution
Timeline
Claims Resolution Specialist
Liberty Mutual
08.2022 - Current
Customer Service Agent
GEICO
02.2021 - 08.2022
Claim Service Specialist
Allstate Insurance Co
06.2019 - 02.2021
Enrollment Specialist
UnitedHealthcare
12.2018 - 06.2019
H.S. Diploma -
Lawrence Central High School
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