EMMA MALLORY
Waterbury
Summary
Detail-oriented Claims Customer Service Representative with a strong workflow management experience in high-volume environments. Proven ability to ensure compliance, maintain data accuracy, and support cross-functional teams to drive efficient claim handling. Demonstrates leadership, process ownership, and a continuous improvement mindset. Seeking to leverage operational strengths in an Operations Specialist role at Travelers Insurance.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Claims Customer Service Specialist
Travelers Insurance
04.2025 - Current
- Manage high-volume inbound and outbound claim intake while ensuring accuracy and adherence to internal guidelines and state regulations
- Analyze policy and claim information to determine appropriate routing, coverage considerations, and next steps
- Maintain detailed and compliant documentation across multiple internal systems to ensure file integrity
- Collaborate with adjusters, supervisors, and cross-functional partners to resolve claim-related issues efficiently
- Monitor claim status and proactively identify delays or discrepancies to support timely resolution
- Assist with payment processing and verify documentation prior to disbursement
- Meet and exceed performance metrics including quality assurance, productivity, and customer satisfaction
- Escalate complex cases appropriately while maintaining professionalism and confidentiality
Key Holder & Assistant Manager
Bath & Body Works
Plainville
10.2019 - 04.2025
- Oversee daily operational workflows including opening/closing procedures, cash reconciliation, and payroll processing
- Supervise and delegate responsibilities to team members to maintain efficiency during high-volume periods
- Ensure compliance with company policies, operational standards, and loss prevention controls
- Manage inventory accuracy through shipment verification, cycle counts, and stock replenishment
- Support sales and performance goals through structured execution of merchandising and operational strategies
- Serve as a leadership role model, promoting accountability, teamwork, and problem resolution
Co-Founder & Owner
Just Comfortable Fits, LLC
Waterbury
11.2021 - 02.2023
- Developed and launched an e-commerce clothing brand through Etsy
- Manage budgeting, expense tracking, vendor coordination, and inventory control
- Oversee customer communications and order fulfillment to maintain high satisfaction standards
- Implement marketing initiatives and promotional campaigns to drive brand growth
Social Media Evaluator / Independent Contractor
Appen Global
04.2017 - 03.2020
- Analyzed and evaluated content for compliance with platform guidelines and quality standards
- Assessed accuracy, relevance, and engagement metrics to support user experience optimization
- Maintained confidentiality and adherence to data handling protocols
- Remote
Education
Bachelor of Arts - Psychology
Southern Connecticut State University
New Haven, CT 08.2012 - 05.2016
Skills
- Operational Workflow Management
- Data Accuracy & Documentation
- Compliance & Policy Adherence
- Cross-Functional Collaboration
- Inventory & Reconciliation Controls
- Customer Issue Resolution
- Time Management in High-Volume Environments
- Leadership & Team Coordination
- Claims processing
Timeline
Claims Customer Service Specialist
Travelers Insurance
04.2025 - Current
Co-Founder & Owner
Just Comfortable Fits, LLC
11.2021 - 02.2023
Key Holder & Assistant Manager
Bath & Body Works
10.2019 - 04.2025
Social Media Evaluator / Independent Contractor
Appen Global
04.2017 - 03.2020
Bachelor of Arts - Psychology
Southern Connecticut State University
08.2012 - 05.2016