Desiree Tolbert
Summary
Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems.
Overview
10
10
years of professional experience
Work History
Boat Claims Adjuster II
GEICO
04.2022 - 11.2023
- Taking first reports of new claim losses over the phone
- Evaluated & examined insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Coordinating & dispatching salvage and towing assistance for insureds
Customer Service Representative
Aetna
06.2019 - 04.2022
- Reviewing file documents and notes to determine claim status upon telephone inquiries from customers
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivering the status update to the insured and properly documenting actions taken
- Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors
- Responded to customer requests for products, services, and company information.
Customer Service Manager
Office Depot
07.2013 - 08.2022
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Established team priorities, maintained schedules and monitored performance.
Education
High School Diploma -
Frank H. Peterson Academy of Technology
Jacksonville, FloridaSkills
- Project Management Abilities
- Customer Inquiries
- Data Review
- Customer Satisfaction
- Team Support
- Research Skills
- Database Management
- Claims File Management Processes
- Special Handling
- Team Monitoring
- Staff Training
- Claims Evaluations
- Microsoft Office( Word, Excel, Power Point, & One Note)
Timeline
Boat Claims Adjuster II
GEICO
04.2022 - 11.2023
Customer Service Representative
Aetna
06.2019 - 04.2022
Customer Service Manager
Office Depot
07.2013 - 08.2022
High School Diploma -
Frank H. Peterson Academy of Technology