Courtney Shackleford
Montgomery,AL
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
5
5
years of professional experience
Work History
Claims Adjuster
Progressive Insurance Claims
01.2022 - Current
- 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.
- Documented all investigation activity and presented reports to management.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Prepared summaries of damage, payments, and policy coverage.
- Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
Trainer
Alorica
01.2021 - 01.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Developed effective training plans based on department needs and objectives.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Tracked attendance and evaluated progress for assigned trainees.
Unemployment Claims Specialist
Alorica
06.2020 - 01.2021
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
Escalation Lead
TRC Staffing
04.2019 - 06.2020
- Mentored junior staff members in handling challenging situations, increasing their confidence and expertise in managing tough cases effectively.
- Managed high-stress situations with a calm demeanor, prioritizing customer concerns and ensuring timely resolutions.
- Enhanced internal communication between departments, fostering better collaboration in resolving complex cases.
- Collaborated with cross-functional teams to address systemic issues that led to recurring escalations, resulting in long-term improvements.
- Adapted quickly to changing company policies or procedures related to escalations, ensuring seamless transitions for both customers and team members during times of transition.
- Fostered a positive work environment through open communication, peer recognition, and clear expectations, resulting in increased employee morale and reduced turnover rates.
- Implemented proactive measures to identify potential escalations, preventing the need for further intervention or additional resources.
Education
Bachelor Of Applied Science - Criminal Justice
Faulkner University
Montgomery, AL08.2013
Associate Of Applied Science - Dental Assisting
H. Councill Trenholm State Community College
Montgomery, AL08.2009
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Data Entry
- Problem Resolution
- Scheduling
- Professional telephone demeanor
- Microsoft Outlook
- Team Development
- Microsoft PowerPoint
Timeline
Claims Adjuster
Progressive Insurance Claims
01.2022 - Current
Trainer
Alorica
01.2021 - 01.2022
Unemployment Claims Specialist
Alorica
06.2020 - 01.2021
Escalation Lead
TRC Staffing
04.2019 - 06.2020
Bachelor Of Applied Science - Criminal Justice
Faulkner University
Associate Of Applied Science - Dental Assisting
H. Councill Trenholm State Community College
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