Devan De La Cruz

Key Responsibilities.

• Delivers a remarkable customer experience by assisting and handling claims involving property total losses.
• Within approved limits, applies claims settlement procedures to process claims, initiate the claim payment process, and close files as assigned.
• Assist Claim Specialists with the collaboration of internal partners, and interface with external vendors, securing releases, and other duties on property claims.
• Uses various electronic resources for claim handling.
• Applies knowledge of insurance contracts and endorsements, state laws and regulations, customer service philosophy, automotive repair, total loss handling methods, and parts to settle claims within approved limits.
• Assists Claim Specialists with recognizing and properly handling salvage issues.
• Communicates claim information with team members, business partners, and external customers, which may require contact by telephone, written correspondence, in person, or other electronic media.
• Recognizes and refers total loss claims that are beyond the scope of authority.
• Coordinates and monitors rental car and towing services, and the active movement of total loss vehicles via salvage assignments (when appropriate).
• Completes claim reassignment to the appropriate Auto/Fire segment.
• Utilizes knowledge of individual jurisdictional processes, procedures, and forms to correct paperwork inaccuracies.
• Develops knowledge of the salvage process through training and task completion and monitors the progress of the salvage process through task completion.
• Develops an understanding of individual jurisdictional processes, procedures, and forms required to correct paperwork inaccuracies.
• Secures necessary documentation to assist in the handling of claims, title, and salvage paperwork.
• Adheres to state, federal procedures, and company processes related to titling, salvage processes, and paperwork.
• Monitors the progress of the salvage process through task completion.
• Manages the mail queue for Claim Specialists.

Items of Note

• Complete all applicable training.
• Fulfill state licensing and continuing education requirements, as applicable.

• Ensured seamless issue resolution contributing to positive client experiences.
• Oversaw high influx of calls and emails, regularly surpassing performance metrics for timely responses and issue resolutions.
• Fostered empathy with clients by engaging in meaningful interactions.
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.
• Maintained detailed records of all customer interactions in the CRM system for future reference and analysis.
• Achieved key performance metrics while meeting quality assurance standards.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Updated databases with new and modified customer data.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Processes payments for low to moderately complex claims.
• Collaborates with internal resources to facilitate claims resolution.
• Contributes to business goals, performance metrics, and effectively uses tools and technology.
• Supports workload surges and/or catastrophe operations as needed, including working significant overtime during designated catastrophe events.
• Acquires and applies basic knowledge of claims, insurance industry products, services, and processes, including insurance policy contracts and coverages, and how they affect the status of the claim.
• Updated system with order specifics and customer details, preferences, and billing information.
• Contacted customers about potential service upgrades, new services and account changes.
• Answered inbound calls, chats and emails to facilitate customer service.

• Handle patient billing questions and making arrangements for payment of services
• Handle all requests made by patients of CVS Health Specialty pharmacy billing in an attempt to ensure timely and accurate account payment for outstanding balances while demonstrating excellent customer service to patients, healthcare professionals, and insurance carriers
• Provide excellent customer service to the patient by providing first call resolution
• Resolve problems that may have resulted from incorrect or incomplete information, therapy changes, and pharmacy or shipping errors
• Maintain patient profile updating address phone numbers and email addresses

• Managed daily schedules, assigning drivers to specific routes based on customer demands and driver availability
• Monitored GPS tracking systems to track the location of vehicles in real-time and make necessary adjustments to optimize efficiency
• Maintained constant communication with drivers via radio or phone to provide updates on traffic conditions, route changes, or customer requests
• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints
• Managed a high volume of incoming calls, emails, and chats from customers in a timely manner
• Identified upsell and cross-sell opportunities within existing client base

• Practices professional salesmanship according to company policies and procedures in order to achieve maximum personal and store sales and provide the highest level of customer satisfaction
• Adheres to all loss prevention policies, credit policies and procedures; i.e
• Credit cards, check approvals, discounts, return and exchange procedures
• Ensures that all merchandise is properly ticketed and attractively displayed and maintains the section(s) that he/she is responsible for in accordance with company standards
• Performs other duties as assigned by Store Manager and Assistant Manager - i.e
• Shipping and receiving of merchandise, verification of the merchandise, etc
• Complies with all company policies and procedures

• Answers incoming client telephone calls and recognizes that this is where the client will form their first impression of the company
• Good communication with the client is essential! Has a courteous and pleasant demeanor whether on a phone call or not
• Ensures that each telephone call is answered before the third ring and that the approved company greeting and script is used each time
• Notifies clients ahead of time without fail if the electrician is not going to arrive at their home within the scheduled time window
• Calls Agreement Membership clients, as scheduled service appointments should be booked to make up for any shortfall of repair calls
• Manages the dispatch board to keep field personnel on the move, servicing clients and generating revenue
• Debriefs with Electricians upon completion of jobs to identify any outstanding client satisfaction issues
• Enters equipment type and age information for systems into Success War

• Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries and requests
• Issue resolution and comments and feedback regarding financial products or services
• Consults with Clients and Customers to identify additional needs related to the products or services
• Recommends products, services or solutions as appropriate

• Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
• Documented all customer interactions and solutions in a detailed ticketing system for future reference
• Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution
• Installed, configured, and maintained software applications on customer devices remotely or onsite as required
• Conducted regular follow-ups with customers to ensure their technical issues were fully resolved