Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ELIZABETH SHELTON

Punta Gorda

Summary

Licensed insurance professional with experience managing high-volume client communications and providing empathetic support during complex and stressful situations, including hurricane-related claims calls. Skilled in gathering and documenting detailed client information, troubleshooting policy issues, and collaborating across departments to resolve customer needs. Proficient in Google Suite, Microsoft Office, and Applied Epic, with a strong ability to learn new systems and processes quickly. Recognized for organizational skills, attention to detail, and customer-focused service, especially when supporting clients during the claims process by gathering information and directing them to the appropriate agent for resolution.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Front Office Coordinator (Frontlines Team Leader)

Chapman Insurance Group
03.2024 - Current
  • Manage an average of 70+ inbound calls daily across Personal and Commercial Lines, assisting policyholders, agents, and new leads with inquiries.
  • Provide calm, empathetic support during high-stress situations, including handling an influx of claims-related calls during two major hurricanes, helping to ease client anxiety while coordinating next steps with appropriate departments.
  • Gather client details and accurately enter information into lead tracking systems, ensuring smooth and timely follow-up.
  • Streamlined lead management by creating a company-wide spreadsheet system that improved efficiency and accuracy in tracking prospective clients.
  • Utilize Google Suite, Microsoft Office, and Applied Epic daily to manage client data, document interactions, and maintain accurate records in a high-volume environment.

Household Manager

Private Household
01.2015 - 01.2023
  • Managed multiple schedules for a household of five, ensuring all commitments and activities were organized efficiently.
  • Created and implemented daily routines, optimizing scheduling for effective time management and balanced responsibilities.
  • Established and monitored household budgets, achieving cost savings and fiscal responsibility.
  • Coordinated and tracked medical appointments, demonstrating strong organizational and follow-up skills.

Administrative Coordinator

Intertek PSI Solutions
01.2010 - 01.2015
  • Spearheaded implementation of a new data entry system for field technician documents, reducing errors by 20% and improving efficiency.
  • Streamlined office operations by introducing a digital filing system, reducing paper usage by 30% and improving document retrieval times.
  • Successfully managed and submitted geotechnical permits, ensuring compliance with regulatory requirements.
  • Assisted in preparing invoices and reports, improving clarity, accuracy, and client satisfaction.

Education

General Studies

Union University
Jackson, TN

Skills

  • Client Relations & Customer Service
  • High-Volume Call Management
  • Organizational & Time Management Skills
  • Accurate Record Management
  • Skilled in Google Workspace and Microsoft Office
  • Strong Communication (Verbal & Written)
  • Workflow Efficiency

Certification

Florida 4-40 Resident Customer Representative License (Active)

Timeline

Front Office Coordinator (Frontlines Team Leader)

Chapman Insurance Group
03.2024 - Current

Household Manager

Private Household
01.2015 - 01.2023

Administrative Coordinator

Intertek PSI Solutions
01.2010 - 01.2015

General Studies

Union University

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