ERICA TATTNALL
Warner Robins,GA
Summary
Motivated and dedicated professional with expertise in administrative and organizational duties. Proven track record of success in customer service and staff management. Demonstrates expert insight and proficiency in enforcing policies and procedures. Skilled and collaborative team leader with experience in coordinating, planning and supporting daily operations.
Overview
20
20
years of professional experience
Work History
SENIOR LOSS DRAFT CLAIMS SPECIALIST
ASSURANT
11.2016 - 03.2022
- Interacted with internal resources to identify issues, respond to concerns and follow up with satisfactory resolution in a timely manner
- Update homeowner policies for clients and update them on the process
- Verify all documentation and perform quality checks to ensure entry of accurate information in company database
- Review and research claim information provided, perform loss draft and property damage, process checks and order/review inspections
- Thoroughly evaluate all exceptions
- Demonstrate knowledge of escrow accounts and various financial services
ITUNES CUSTOMER SERVICE LEAD/TECHNICAL SUPPORT IOS AGENT
CONCENTRIX/APPLE
02.2015 - 05.2016
- Answered incoming calls and respond to all client inquiries
- Proficient utilization of designated company software to start new services and complete sales
- Supervised staff of 10+ Service Associates and conducted employee evaluations which prompted varying development plans
- Handled all escalated customer service issues and resolved promptly
- Troubleshoot through all technical issues until resolution attained
- Facilitated all meetings for professional development and provided ongoing training/retraining as needed
- Served as coach/mentor to fellow team members and assisted with any service concerns
CUSTOMER SERVICE REP/FINANCIAL LEAD
SMITH FINANCIAL SERVICES
01.2010 - 11.2014
- Maintained all processes and quality of work within the department
- Managed Financial Portfolio of Investor Client
- Implemented effective financial service strategies in order to increase overall company revenue and efficiencies
- Established measurement tools to ensure quality assurance and demonstrated knowledge of allrules/regulations
- Provided on the job training to new hires and served as Subject Matter Expert to current staff
- Analyzed areas of opportunity within the department and uncovered strengths to build on
- Responsible for Risk Management and participated in projects focused on client retention
CUSTOMER SERVICE MANAGER
VIRTUOUS SALON AND SPA
09.2007 - 12.2009
- Interacted with internal resources to identify issues, respond to concerns and follow up with a satisfactory resolution in a timely manner
- Responsible for handling customer scheduling, rescheduling and cancellations
- Monitored inventory of supplies and ordered as needed
- Increased profits steadily through effective displays and merchandising
- Improved operations through daily supervision of staff assignments
- Audited transactions and responsible for daily cash/credit reconciliation along with routine banking procedures
- Managed salon operations and ensured adherence to all state rules/regulations
- Implemented effective marketing and promotional strategies to attract business and increase sales
- Interviewed applicants for open positions and assisted with training and coaching of new/current staff
Glass/Mbi Claims Specialist
GEICO
08.2002 - 07.2007
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Provided support to agency force, including policy interpretation, training and general understanding of claims operations.
Education
HIGH SCHOOL DIPLOMA -
EAST LAURENS HIGH SCHOOL
East Dublin, GABACHELORS DEGREE - BUSINESS MANAGEMENT
SAVANNAH STATE UNIVERSITY
Savannah, GA05.2024
Skills
- Microsoft Office
- Conflict Resolution
- Deadline Oriented
- Quality Control
- Customer Service
- Administrative Support
- Team Leader
- Data Entry
- Financial Services
- CRM
- Multi-Line/10-Key
Timeline
SENIOR LOSS DRAFT CLAIMS SPECIALIST
ASSURANT
11.2016 - 03.2022
ITUNES CUSTOMER SERVICE LEAD/TECHNICAL SUPPORT IOS AGENT
CONCENTRIX/APPLE
02.2015 - 05.2016
CUSTOMER SERVICE REP/FINANCIAL LEAD
SMITH FINANCIAL SERVICES
01.2010 - 11.2014
CUSTOMER SERVICE MANAGER
VIRTUOUS SALON AND SPA
09.2007 - 12.2009
Glass/Mbi Claims Specialist
GEICO
08.2002 - 07.2007
HIGH SCHOOL DIPLOMA -
EAST LAURENS HIGH SCHOOL
BACHELORS DEGREE - BUSINESS MANAGEMENT
SAVANNAH STATE UNIVERSITY
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