Grace Chisum
Customer Service Professional
Fairburn,GA
Summary
Results-oriented Customer Service Professional bringing hands-on experience, communication skills, and exceptional service. Background includes insurance investigation, social media moderation, advertising analytics, and client support.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Licensed Claims Adjuster
State Farm
01.2019 - 01.2022
- Applied knowledge of state and federal laws, statutes, and insurance regulations in claim handling
- Communicated with external vendors, contractors and service providers as needed to ensure claim is handled in a timely manner.
- Examined claims forms and other records to determine insurance coverage.
- Reviewed field inspections and coordinated all insurance claim audits.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Prepared summaries of damage, payments and policy coverage.
Social Media Content Moderator
Cognizant Technology Solutions
08.2017 - 08.2018
- Responded to user inquiries with high quality, speed, empathy and accuracy
- Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies.
- Investigated and resolved complex content issues to achieve turnaround times and standards of quality.
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
- Studied digital technology trends and topics to explore new ways to engage with digital community.
Customer Service Professional
Veritiv Corporation
04.2017 - 06.2017
- Answered customer service calls and emails, using proper telephone and email etiquette and techniques
- Efficiently and professionally responded to customer and sales representative’s questions pertaining to orders, delivery, and product availability
- Managed and tracked all backorders using established reports and procedures
- Processed requests for credits and returns in a timely manner
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
Mortgage Post Closing Specialist
Fifth Third Bank
01.2016 - 01.2017
- Responsible for auditing to guidelines, compliance and general follow-up on closed loan packages
- Verified that all documents for the loan type closed are present in the file and signed correctly
- Tracked missing payments, taking loan file and developing actions for mitigation.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Set up, stored and updated customer files, department records and regulatory paperwork.
- Reviewed and validated details of loan applications and closing documentation.
PR Intern & Remote Assistant, Customer Service Professional
Agency Seven PR, Distribution
01.2014 - 01.2017
- Conducted competitive analyses and gathered relevant information for social media campaigns
- Worked remotely on all weekly projects and successfully meets each deadline
- Created media contact lists for clients
- Performed research and market analysis activities specific to each client’s target goals
- Developed various pitch angles for specific events to gain publicity
- Worked on projects using knowledge gained in classes to put together recommendations for issues.
Advertising Account Associate
STC Media Partners
01.2015 - 01.2016
- Coordinated with Account Manager and Account Executive to achieve team objectives
- Maintained communication with Account Partners and Ad Partners via Skype, phone, and email to assist with any issues
- Created Safe Ads, which were placed strategically on Facebook to ensure campaign goals and objectives were met
- Prepared and delivered quality assurance reports to Account Manager when needed.
- Set up, updated and closed customer accounts in computer system.
- Reviewed account documentation for over 80 accounts, rectified issues and contacted vendors about account changes.
Student Worker
University of Cincinnati
01.2011 - 01.2013
- Communicated with recruit’s families and answered any questions about football program
- Aided coaches in recruiting process which included sending correspondence to welcome recruits and families at football games
- Greeted incoming office visitors, answered questions and directed individuals to office locations.
- Performed general housekeeping and cleaning tasks.
- Offered quality clerical support to department personnel.
- Worked in team environment to maintain high levels of productivity.
Education
B.A. - Communication
University of Cincinnati
Cincinnati, OH 09.2011 - 05.2015
PR Certificate -
University of Cincinnati
Cincinnati, OH 09.2011 - 05.2015
Skills
Personal, casualty and property loss
Policy investigations
Hail and wind damage specialist
Advanced oral and written communication skills
Interior water damage background
Affiliations
Public Relations Society of America (PRSA), Member (Present)
Timeline
Licensed Claims Adjuster
State Farm
01.2019 - 01.2022
Social Media Content Moderator
Cognizant Technology Solutions
08.2017 - 08.2018
Customer Service Professional
Veritiv Corporation
04.2017 - 06.2017
Mortgage Post Closing Specialist
Fifth Third Bank
01.2016 - 01.2017
Advertising Account Associate
STC Media Partners
01.2015 - 01.2016
PR Intern & Remote Assistant, Customer Service Professional
Agency Seven PR, Distribution
01.2014 - 01.2017
B.A. - Communication
University of Cincinnati
09.2011 - 05.2015
PR Certificate -
University of Cincinnati
09.2011 - 05.2015
Student Worker
University of Cincinnati
01.2011 - 01.2013