Jacie Rearden
West Point,GA
Summary
Dedicated Customer Service Specialist with extensive experience in the call center sector and a track record of optimizing processes to enhance customer satisfaction. Proven ability to establish rapport with clients through strong communication, active listening, and critical thinking skills. Equipped with a results-oriented mindset and a passion for cultivating partnerships and driving business growth.
Overview
10
10
years of professional experience
Work History
Express Claims Specialist
Allstate
02.2025 - Current
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Provided expert advice on complex claim issues, aiding in resolution of high-stakes disputes.
- Generated, posted and attached information to claim files.
Appointment Scheduler
Concentrix
09.2023 - 2024
- Manage high call volumes while accurately gathering client information for appointment bookings.
- Optimize appointment slots by proactively filling cancellations or no-shows, enhancing productivity.
- Deliver exemplary customer service through empathetic communication and effective problem-solving.
- Remote
Customer Service Representative
Allstate
08.2021 - 08.2023
- Updated customer account information and managed inquiries to enhance service quality and retention.
- Promoted products and services during calls, leading to increased customer engagement and satisfaction.
- Handled complaints and escalated urgent issues to improve customer retention metrics.
- Remote
Authorizer
American Homesheild
08.2020 - 08.2021
- Verified client account information and resolved concerns to uphold high customer service standards.
- De-escalated upset customers, fostering loyalty and trust in the brand.
- Authorized repairs under warranty and clearly explained plan coverage to clients.
- Remote
Customer Care Representative
American Homesheild
04.2015 - 10.2019
- Logged call information and solutions into the internal database to track service efficacy.
- Trained new hires on standard practices, contributing to team efficiency and customer satisfaction.
Education
High School Diploma -
West Georgia Technical College
La Grange, GASkills
- Customer Engagement
- Conflict Resolution
- Call Center Operations
- Process Improvement
- Quality Assurance
- CRM Systems Management
Timeline
Express Claims Specialist
Allstate
02.2025 - Current
Appointment Scheduler
Concentrix
09.2023 - 2024
Customer Service Representative
Allstate
08.2021 - 08.2023
Authorizer
American Homesheild
08.2020 - 08.2021
Customer Care Representative
American Homesheild
04.2015 - 10.2019
High School Diploma -
West Georgia Technical College
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