Felicia Cook
Moss Point,Mississippi
Summary
A detailed customer service-oriented person with great people skills, self-motivated and dependable. Have worked great with others but very self-sufficient and willing to go to the fullest to satisfy the customer as well as maintain revenue for the business. Familiar with working in a high-volume environment, with excellent time management skills.
Overview
22
22
years of professional experience
Work History
Claims Adjuster
State Farm
Bloomington, IL
09.2022 - Current
- Handles claims involving both, weather-related or accidental events to a home and or commercial property.
- Handle claims and tasks and interacts by phone with customers/policyholders, contractors/sub-contractors, vendors, public adjusters, government agencies, State Farm agents, and co-workers within State Farm.
- Investigates, evaluates, negotiates, and concludes claims including verification of coverage, legal liability and extent of damage to property, which will require primarily contact by telephone or correspondence in writing.
- Applies knowledge of state and federal laws, statutes and insurance regulations in claim handling.
- Prepares and reviews property estimates, and contents estimates in loss settlements.
- Reconciles submitted estimates with State Farm estimate on property damage losses and personal property losses, and issues replacement cost benefits payments.
Loan Specialist
United States Government Department of Small Business Administration
09.2020 - 04.2022
- Assisted Case Managers with closing and disbursing approved loans
- Processed loan modifications by performing necessary analysis and preparing full documentation supporting the analysis
- Responded to inquiries from applicants, their representatives and agents, and others concerning the status of applications and reasons for agency decisions
- Reviewed pertinent facts and make eligibility determinations by analyzing factors such as intended use of proceeds, legislative and administrative limits
- Contacted banks and other third parties to obtain information necessary to formulate loan recommendations.
Retail Banker II
Woodforest National Bank-D'Iberville, MS
08.2018 - 02.2020
- Maintained a balancing record of 100% accuracy
- Provided high level of customer service
- Executed customer transactions including deposits, withdrawals, monetary instruments
- Prepared ATM cash as well as service the ATM
- Offered and promote bank product and services to customers and potential customers
- Opened and closed accounts; assist with loan applications and providing financial literacy
- Process check orders, stop payments and disputes
- Coordinated daily cash
- Answered phone inquiries.
Commercial Solutions Advisor
Sears Holding Corporation - Mobile, AL
02.2015 - 06.2018
- Managed reshipping parts from damaged, defective or lost orders
- Emailed out RMA labels for returns
- Cancelled part order and service calls
- Processed refunds and credits
- Assisted with technician parts orders and service calls
- Floor Support
- Responded to customer requests via telephone and email.
Customer Service II
AT&T - Ocean Springs, MS
10.2002 - 10.2012
- Made financial decisions to protect/collect revenue that would benefit the company as well as the customer
- Resolved technical issues with customers' service and any billing issues
- Excelled in caring for the customers so that all needs were met with satisfaction
- Problem solving by offering alternate solutions while still retaining the customer's business
- Cross selling company products and services
- Provided support for each mobile device we offered.
Education
Bachelor of Science - Health, Physical Education and Recreation Administration
Mississippi Valley State University
Skills
Claims Investigation
Claims Processing
Insurance policy coverage knowledge
Risk Assessment
Active Listening
Casualty and property loss
Damage Assessment
Computer Skills
Customer Service and support
Critical Thinking
Oral and written communication skills
Timeline
Claims Adjuster
State Farm
09.2022 - Current
Loan Specialist
United States Government Department of Small Business Administration
09.2020 - 04.2022
Retail Banker II
Woodforest National Bank-D'Iberville, MS
08.2018 - 02.2020
Commercial Solutions Advisor
Sears Holding Corporation - Mobile, AL
02.2015 - 06.2018
Customer Service II
AT&T - Ocean Springs, MS
10.2002 - 10.2012
Bachelor of Science - Health, Physical Education and Recreation Administration
Mississippi Valley State University
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