EMILY PHILLIPS
NOBLESVILLE,IN
Summary
Professional with proven ability to handle customer claims with precision and efficiency. Strong skills in problem-solving, communication, and empathy, ensuring customer satisfaction and resolution. Known for fostering team collaboration and adapting to changing needs, driving positive outcomes and reliability.
Results-driven claims professional with comprehensive experience in customer care and claims management. Known for excellent problem-solving abilities and strong focus on achieving team goals. Dependable and adaptable, with commitment to delivering high-quality service and effective communication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Claims Customer Care Representative
Liberty Mutual Safeco
11.2017 - Current
- Take first notice of loss claims
- Update current claim information
- Assign vehicle repair shop for claim repairs
- Resolved complex claims inquiries, enhancing customer satisfaction and retention.
- Collaborated with internal departments to expedite claim investigations, reducing turnaround time for customers.
- Resolved customer inquiries regarding claims processes and policy coverage efficiently.
- Collaborated with internal teams to streamline claims handling procedures, enhancing customer satisfaction.
- Monitored compliance with regulatory requirements, maintaining high standards in claims processing accuracy.
- Enhanced customer satisfaction by efficiently addressing and resolving claims-related inquiries.
Inside Auto Claims Resolution Representative
Liberty Mutual Safeco
04.2016 - 11.2017
- Responsible for scheduling appraisals, review appraisals and communicating with the customer and repair shop
- Investigate claims to determine the at fault party
- Negotiates settlements
- Ensure payments are processed in a timely manner
- Provide excellent customer service
- Managed customer inquiries, ensuring timely and accurate resolution of issues.
- Developed strong client relationships through effective communication and problem-solving skills.
- Sr Claims Resolution Rep, APD after 1 year in department.
Gold Customer Service Representative
Liberty Mutual / Safeco
03.2013 - 02.2016
- Assisted customers with inquiries, providing accurate information to enhance satisfaction.
- Resolved customer complaints effectively, ensuring timely follow-up and resolution.
- Adapted quickly to changes in policies, ensuring compliance and consistency in service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Liberty Mutual
02.2010 - 04.2013
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Resolved customer inquiries via phone and email, ensuring timely and accurate responses.
- Trained new team members on customer service protocols and company policies, improving onboarding efficiency.
Rewrite Sales Representative
Liberty Mutual Safeco
01.2006 - 02.2010
- Responsible for sales and retaining auto/home insurance policies
- Soliciting prospective new lines of business
- Finalize applications on policies sold
- Piloted the employee work at home program
- Help train new employees
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Customer Response Center Representative
Liberty Mutual Safeco
01.2003 - 01.2006
- Responsible for servicing and changing current home and auto policies
- Inform sales office of potential business
- Process changes in a timely manner
- Work on Liberty Management Improvement Sessions
- Lead team huddles
- Write and present PowerPoint presentation to my team
- Managed customer inquiries and provided accurate information regarding insurance policies
- Assisted clients in understanding coverage options and claims processes
- Trained new representatives on company procedures and customer service best practices
- Led team meetings to discuss performance metrics and set actionable goals for improvement.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Sales Manger
Holiday Inn
01.2002 - 03.2003
- Responsible for sales and cultivating prospective clients
- Managed face-to-face contacts and telecommunications sales
- Qualified clients and finalized contracts
- Cold calling to find new business
- Work with College Sports Teams to schedule and book group events
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
Education
Bachelor of Science - Recreation and Sports Management, Travel and Tourism
Indiana State University
Terre Haute, IN01.2002
Skills
- Claims processing
- Follow-up skills
- Compliance awareness
- Organization
Accomplishments
Circle Of Excellence in Rewrite Sales in 2007
Certification
- Property and Casualty Insurance License Number: 441200
- Property and Casualty Adjuster License Number: 3157670
Timeline
Claims Customer Care Representative
Liberty Mutual Safeco
11.2017 - Current
Inside Auto Claims Resolution Representative
Liberty Mutual Safeco
04.2016 - 11.2017
Gold Customer Service Representative
Liberty Mutual / Safeco
03.2013 - 02.2016
Customer Service Representative
Liberty Mutual
02.2010 - 04.2013
Rewrite Sales Representative
Liberty Mutual Safeco
01.2006 - 02.2010
Customer Response Center Representative
Liberty Mutual Safeco
01.2003 - 01.2006
Sales Manger
Holiday Inn
01.2002 - 03.2003
Bachelor of Science - Recreation and Sports Management, Travel and Tourism
Indiana State University
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