Ellis Maske
Chandler,AZ
Summary
Experienced Customer Service Representative with strong organizational skills and over 15 years of experience in providing tailored solutions to customers. Looking forward to working with a company to provide quality assurance, meet goals, and create excellent rapport.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Agent
Southwest Airlines
07.2025 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Claims Associate
State Farm
11.2023 - 02.2025
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
- Negotiated claim settlements with claimants and attorneys to resolve claims efficiently and fairly.
- Collected premiums and issued accurate receipts.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
- Collaborated with team members to develop strategies for efficient claims processing and improved customer experiences.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Collaborated with internal departments and external vendors to achieve fast resolution of claims.
- Assisted in the development of departmental goals, contributing to increased productivity and overall success in the workplace.
Customer Engagement Representative
Humana
02.2022 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Sales and Registration Advocate
Carvana
08.2020 - 12.2021
- Aided inbound and outbound calls regarding the purchase and registration of vehicles.
- Mitigated solutions between the customer and the non customer facing departments such as registration, treasury, or verifications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Delivery Driver
DoorDash
08.2016 - 05.2021
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Delivered packages to customer doorsteps and business offices.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Followed corporate procedures to maintain company and customer data confidentiality.
Customer Service Representative
Sears
03.2013 - 05.2016
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Customer Service Representative
Fiserv
12.2011 - 03.2013
- Provided primary customer support to internal and external customers in fast-paced environment.
- Answered constant flow of customer calls with up to 40 calls in queue per day.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Representative
American Express
01.2010 - 12.2011
- Developed and delivered engaging sales presentations to convey product benefits.
- Achieved American Express sales goals by promoting Fraud Protection and enrolling clients by explaining programs and services to interested individuals.
Claims Adjuster
Allstate
01.2008 - 12.2010
- Examined claims forms and other records to determine insurance coverage.
- Evaluated all evidence with ultimate goal of creating positive outcomes for client's claims.
- Investigated claims involving potential and suspected fraudulent activities.
- Organized, planned, and documented materials for auto and home claims.
Education
High School Diploma -
Yuma High School
08.2003 - 05.2007
Associate’s Degree - Psychology And Sociology
Pima Community College
08.2007 - 05.2009
Skills
Microsoft Word/Microsoft Excel Proficient
Claims investigation
Policy interpretation
Insurance regulations
Call center experience
Team collaboration
Timeline
Customer Service Agent
Southwest Airlines
07.2025 - Current
Claims Associate
State Farm
11.2023 - 02.2025
Customer Engagement Representative
Humana
02.2022 - 08.2023
Customer Sales and Registration Advocate
Carvana
08.2020 - 12.2021
Delivery Driver
DoorDash
08.2016 - 05.2021
Customer Service Representative
Sears
03.2013 - 05.2016
Customer Service Representative
Fiserv
12.2011 - 03.2013
Sales Representative
American Express
01.2010 - 12.2011
Claims Adjuster
Allstate
01.2008 - 12.2010
Associate’s Degree - Psychology And Sociology
Pima Community College
08.2007 - 05.2009
High School Diploma -
Yuma High School
08.2003 - 05.2007
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