Courtney Richards
Clayton,NC
Summary
Experienced claims specialist with 3 years in the insurance industry. Skilled in accurately processing claims and resolving customer inquiries. Consistently achieves high levels of accuracy and customer service excellence.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Safelite AutoGlass
06.2023 - Current
- Provide remote customer service via phone, chat, and electronic systems, supporting clients with scheduling, service questions, and insurance- related issues.
- Process claims, service requests, and authorizations across multiple data systems and CRM platforms.
- Consistently meet quality, compliance, and productivity goals in a fast-paced, metrics-driven environment.
- Verified and updated confidential customer and insurance information, ensuring high accuracy and data integrity.
- Simplified complex information for customers, partners, and insurance representatives, enhancing understanding and communication.
- Work independently in a remote setting, managing high-volume queues, shifting priorities, and limited supervision.
Freelance Photographer
CRenee Photography
06.2021 - Current
- Delivered portrait and event photography services, guiding clients from initial inquiry to final edited images.
- Collaborated with clients to capture their vision, scheduling sessions and establishing clear expectations.
- Edit photos using professional software, deliver galleries on deadline, and respond quickly to client questions.
- Organized and managed bookings, invoices, and client records with meticulous attention to detail.
Customer Service Representative
Insurance Auto Auctions
05.2021 - 05.2023
- Handle high-volume inbound and outbound calls to support customers, vendors, and drivers with questions about vehicles, pickups, and auctions.
- Researched issues, tracked down missing information, and ensured resolution of customer concerns.
- Explain processes, timelines, and next steps in clear, simple language to customers and partners.
- Document all interactions thoroughly to support billing, quality, and compliance requirements.
- Enter and update detailed order, vehicle, and client information across multiple systems with strong accuracy.
- Communicated with clients and drivers regarding ETAs, delays, and special instructions to maintain clarity.
- Monitored active routes, checked in with drivers, and adjusted assignments based on changing situations.
- Dispatch drivers to client locations based on priority, schedule, and coverage needs.
- Log trips, times, and notes in internal systems to keep records accurate and up to date.
Dispatcher
Arrington's Legacy
10.2020 - 05.2021
- Dispatched drivers to client locations based on priority, schedule, and coverage needs.
- Monitored active routes and adjusted driver assignments based on real-time changes, ensuring timely service delivery.
- Communicated updates on ETAs, delays, and special instructions to clients and drivers, fostering transparency and trust.
- Handled high-volume inbound and outbound calls to support customers, vendors, and drivers with questions about vehicles, pickups, and auctions.
- Entered and updated detailed order, vehicle, and client information across multiple systems with strong accuracy.
- Researched issues, tracked down missing information, and followed through until customer concerns were resolved.
- Clarified processes, timelines, and next steps for customers and partners, enhancing understanding and satisfaction.
- Documented all interactions thoroughly to support billing, quality, and compliance requirements.
- Logged trips, times, and notes in internal systems to keep records accurate and up to date.
Education
Associate of Arts - Medical office
Johnston Community College
Smithfield, NC05-2018
Associate of Arts - General Studies
Johnston Community College
Smithfield, NC05-2014
High School Diploma -
West Johnston High School
Benson06-2010
Skills
- Customer service
- Inbound Customer Support
- Claims support
- Claims processing
- Insurance verification
- Service Coordination
- Data entry
- CRM
- Salesforce
- Microsoft Office
- Route optimization
- Problem resolution
Personal Information
Title: CLAIMS SPECIALIST
Timeline
Customer Service Representative
Safelite AutoGlass
06.2023 - Current
Freelance Photographer
CRenee Photography
06.2021 - Current
Customer Service Representative
Insurance Auto Auctions
05.2021 - 05.2023
Dispatcher
Arrington's Legacy
10.2020 - 05.2021
Associate of Arts - Medical office
Johnston Community College
Associate of Arts - General Studies
Johnston Community College
High School Diploma -
West Johnston High School