GLENN CAUDLE
Channelview,Texas
Summary
Enthusiastic Insurance Claims Specialist who examines claims, negotiates and processes settlements and verifies insurance coverage. Attentive team player who consistently treats clients fairly and equitably. Motivated to succeed in a very fast-paced and deadline-driven professional environment.
Overview
28
28
years of professional experience
Work History
Claims Specialist
Progressive Insurance
06.2022 - Current
- Consistently recognized by our branch for having the best results in resolving total losses in a timely manner
- Consistently recognized for having consistent high CSAT Scores
- Followed up with customers on unresolved issues.
- Worked with claims adjusters and MRR'S to expedite processing in alignment with procedures.
- Posted payments to accounts and maintained records.
- Checked documentation for accuracy and validity on updated systems.
- Works well with others and independently
- Takes constructive feedback well
- Values the opinions of team members
Call Center Supervisor
Fidelity National Information Services
10.2017 - 11.2021
- Responsible for enhancing team performance and maximizing customer satisfaction all while developing future leaders and increasing promotional opportunities for team members.
- Teams consistently rated Leading as for as the Yearly Appraisal rating.
- Successful at training and mentoring employees to promote a culture of collaboration and continuous improvement.
- Successful at keeping team members motivated while transitioned to WFH.
- Chair of the Employee Recognition Committee, Cultural Ambassador, and Future Leaders Organization.
- Instrumental in the hiring processes including opening the requisitions and completing the entire onboarding process.
Call Center Manager
General Dynamics Information Technology
08.2013 - 08.2016
- Responsible for providing supervision and leadership to customer service representatives, with the goal of meeting program objectives and customer service level agreements.
- Responsible for supervision, development and coaching of customer service representatives to assure productivity, quality, attendance and timeliness of work in the completion of assigned projects and departmental goals.
- Participated in the interview process and recommended hiring call center staff.
Call Center Supervisor
Primeco/Verizon Wireless
09.1996 - 08.2012
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrated mastery of customer service call script within specified timeframes.
- Developed effective relationships with all call center departments through clear communication.
- Trained staff on how to improve customer interactions.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Received highest ratings individually and as a team based on customer satisfaction surveys.
- Provided accurate and appropriate information in response to customer inquiries.
- Ran reports and supplied data to fulfill customer report requirements.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
Associate of Arts - Political Science
Morehouse College
Atlanta, GA1986
Skills
- Employee Relations Specialist
- Negotiation Competency
- Conflict Resolution Proficiency
- Highest Customer Survey Results
- Conflict Resolution
- Total Loss Expert
Accomplishments
- Rated Leading for Yearly Appraisal 15 years in a row.
- Named Call Center Ambassador Named Leader of Employee Recognition Committee (ERC)Represented Call Center Director at Regional Kickoff Meetings.
- Named to the Future Leaders ProgramHighest Number of Direct Report Promotions.
- President's Hotline and Executive Relations Office,
Timeline
Claims Specialist
Progressive Insurance
06.2022 - Current
Call Center Supervisor
Fidelity National Information Services
10.2017 - 11.2021
Call Center Manager
General Dynamics Information Technology
08.2013 - 08.2016
Call Center Supervisor
Primeco/Verizon Wireless
09.1996 - 08.2012
Associate of Arts - Political Science
Morehouse College
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