CRYSTAL KEMP
Hollywood
Summary
Customer-focused professional with extensive experience in customer service roles. Recognized for delivering exceptional client support and achieving high customer satisfaction rates. Strong communication and problem-solving skills enable effective multitasking and operational improvements. Proven ability to enhance customer experience through process optimization.
Overview
16
16
years of professional experience
Work History
Claims Adjuster
Assurant
Miami
01.2025 - Current
- Managed workload effectively to meet deadlines and maintain high-quality standards.
- Calculated damages based on relevant factors such as repair costs, replacement value, and depreciation.
- Participated in ongoing training programs to stay current on industry trends and regulations.
- Prepared written correspondence as needed for effective communication with claimants or other parties involved in claim.
- Contacted claimants to gather necessary information and documentation.
- Reviewed and processed insurance claims submitted by policyholders.
- Used Salesforce, Snapsheet and Guidewire to record claims information.
- Investigated insurance claims to determine extent of liability and scope of coverage.
- Coordinated services from contractors, appraisers, and other professionals to expedite claims resolution.
- Entered claim payments, reserves and new claims on computer system, inputting concise yet sufficient file documentation.
Claims Examiner
Burton Claims Service
Fort Lauderdale
10.2024 - 11.2024
- Identified subrogation opportunities by thoroughly reviewing all available information related to particular claim.
- Negotiated settlements with policyholders or claimants within approved authority limits.
- Maintained thorough knowledge of industry regulations and guidelines governing claims handling practices.
- Demonstrated sound judgment when making decisions related to settling or denying claim based on gathered evidence.
- Investigated insurance claims to determine extent of liability and scope of coverage.
- Prepared comprehensive documentation for each claim handled, ensuring accuracy and completeness.
Inside Sales
NFP
11.2023 - 10.2024
- Developed and implemented effective inside sales strategies to increase revenue.
- Trained new team members on company products, services, and sales strategies.
- Persuaded customers to expand purchases with sales follow-up calls and regular account servicing.
- Worked closely with inside sales teams to identify upselling opportunities within existing accounts while maintaining high levels of customer satisfaction.
- Collaborated with team members to meet monthly sales targets.
- Build new relationships and membership through sales initiatives cross-sell opportunities and provide referrals.
- Increased sales through effective customer relationship management.
- Develops and analyzes reports in order to monitor performance, efficiency, and service levels against goals.
Claims Adjuster Auto
Kemper Insurance
05.2022 - 11.2023
- Investigated questionable claims, interviewing agents and claimants to resolve issues.
- Contacted or interviewed claimants, doctors, medical specialists and employers to get additional information.
- Maintained adequate reserves to cover expected losses, working effectively within corporate policies to stay consistent.
- Documented claims in full, entering payments, reserves and new information.
- Negotiate directly with body shops, claimants, and insurance carriers.
- Manage rental, vendor, and other claim expenses.
- Recognize fraud potential and prepare claims for subrogation referral/recovery.
- Identify and monitor First Party Medical and Injury exposures.
- Effectively manage fluctuating workload while focusing on claims quality and customer experience.
Client Service Representative
Universal Property & Casualty Insurance
08.2021 - 05.2022
- Managed email and chat support, ensuring responsive communication.
- Resolved client issues by researching and selecting most appropriate solution.
- Managed inbound customer service calls, resolving queries efficiently.
- Navigated multiple computer systems and utilized search tools to find information.
- Collaborated with internal departments to find resolutions and conduct further research on customer account.
- Handled customer complaints, offering solutions that resulted in repeat business.
- Developed strong rapport with customers, enhancing satisfaction and loyalty.
- Escalated complex or unresolved problems to higher-level support.
Security Officer
Chenega Security & Protective Services
Lauderdale Lakes
10.2020 - 03.2021
- Greeted guests professionally and courteously to
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
- Checked and verified photo identification prior to granting facility access
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building
- Conducted physical searches of prisoners and premises in search of weapons and contraband
- Wrote daily reports and maintained logs of inmate activities and behaviors
- Took custody of prisoners from arresting officers to begin processing into detention facility
Control Room/ Detention Officer
Geo Group Inc
Pompano Beach
10.2019 - 10.2020
- Coordinated with law enforcement agencies for detainee transfers.
- Served meals, distributed toiletries and dispensed medication to prisoners.
- Minimized risk of escapes and other violations with constant vigilance.
- Assisted with intake and release processes for incoming and outgoing inmates.
- Monitored facility from master control room, watching different feeds at once.
- Facilitated communication between inmates and legal representatives.
- Participated in ongoing training programs to stay current on best practices in corrections work.
- Performed background checks on visitors seeking entry into facility.
Administrative Assistant / Detention Officer
Akima Global Services
Miami
01.2014 - 07.2019
- Processed visitors and attorneys arriving to see prisoners
- Supervised and controlled behavior of 100 inmates
- Created, prepared, and delivered reports to various departments
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Enhanced security by monitoring and operating multiple CCTV cameras in a professional setting
- Assisted law enforcement with investigations by providing relevant CCTV footage when required
- Improved overall safety within the premises by promptly reporting any observed security breaches or potential threats to management
Correctional Officer
Florida Department Of Corrections
Miami
06.2009 - 02.2014
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Supported effective decision-making during critical incidents by providing real-time information from CCTV monitoring operations
- Contributed to successful incident resolutions through accurate documentation and timely sharing of surveillance information with relevant parties
- Demonstrated excellent multitasking abilities while managing multiple screens simultaneously without compromising attention to detail or situational awareness
- Exhibited strong problem-solving skills by swiftly identifying and addressing any technical issues or malfunctions within the CCTV system
Education
Claims Adjuster Course - Insurance And Risk Management
FLORIDA INSURANCE COLLEGE
Remote 08-2022
High School Diploma -
Miami Carol City Senior High
Miami, FL05-2007
Skills
- Attention to detail
- Problem-solving abilities
- Teamwork and collaboration
- Multitasking
- Advanced computer skills
- Customer relationship management
- Documentation accuracy
- Effective communication
- Conflict resolution
- Call center procedures
- Positive and professional
- Relationship building
Languages
English, Fluent
Awards
Employee Of the Month- Year 2022, Providing exceptional Customer Service - Year 2021, Completing a Year of Service - Year 2020, Exceeding sales quota- 2023
ADDITIONAL INFORMATION
- Florida Licensed Personal Lines agent, 20-44
- Licensed Adjuster All Lines 6-20, - 50 states
Timeline
Claims Adjuster
Assurant
01.2025 - Current
Claims Examiner
Burton Claims Service
10.2024 - 11.2024
Inside Sales
NFP
11.2023 - 10.2024
Claims Adjuster Auto
Kemper Insurance
05.2022 - 11.2023
Client Service Representative
Universal Property & Casualty Insurance
08.2021 - 05.2022
Security Officer
Chenega Security & Protective Services
10.2020 - 03.2021
Control Room/ Detention Officer
Geo Group Inc
10.2019 - 10.2020
Administrative Assistant / Detention Officer
Akima Global Services
01.2014 - 07.2019
Correctional Officer
Florida Department Of Corrections
06.2009 - 02.2014
Claims Adjuster Course - Insurance And Risk Management
FLORIDA INSURANCE COLLEGE
High School Diploma -
Miami Carol City Senior High
Similar Profiles
Alvaro OrellanaAlvaro Orellana
Operational Support Analyst at AssurantOperational Support Analyst at Assurant
Latice CollinsLatice Collins
Customer Service Representative at AssurantCustomer Service Representative at Assurant
Brandon RoushBrandon Roush
Senior Account Executive at AssurantSenior Account Executive at Assurant
Claudine LeandreClaudine Leandre
Retail Sales Associate at NikeRetail Sales Associate at Nike
Cassandre I ElvaristeCassandre I Elvariste
Surgical Technologist Student at Mount Sinai HospitalSurgical Technologist Student at Mount Sinai Hospital