Jacob Shattuck

Under general supervision, processed complex policy support transactions to ensure insurance policies meet operational, legal and compliance requirements. Transaction types, specific codes, timeframes, allowable responses and overall process are strictly dictated by individual state requirements. Partnered with agents, insureds, state agencies and internal business partners.

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
• Utilized ticketing system to track customer requests and prioritize urgent needs.

Essential Duties & Responsibilities Performs a combination of duties in accordance with departmental guidelines:

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Receives and responds to calls and emails by providing responses in writing and/or by telephone within designated timeframes

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May utilize logs or other tools to track and update issues

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Provides user assistance within applications

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Acts with a sense of urgency to provide superior service to our customers and internal business partners

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Takes ownership to see things through to a timely resolution

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Builds strong relationships with customers and colleagues, demonstrates teamwork and collaboration Communicates professionally and effectively, follows up, and keeps customers informed

•Acts like an owner when making decisions

Strong analytical skills with the ability to work independently and proactively to identify and resolve problems

•Solid computer skills including Microsoft Office Suite and other business related software

•Strong organizational skills including the ability to handle multiple tasks and prioritize work

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Tracked customer service cases and updated service software with customer information.

• Take inbound calls in order to assist Stripe(payment processing platform) clients in their any and every need, from missed payouts to Federal document uploads
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records
• Delivered prompt service to prioritize customer needs.

• On day to day basis I would handle different things that needed to be done on structural steel jobs
• From installing handrails, to rigging up 10,000 pound beams to set at the homeless shelter in Daytona, to welding decking on top of 100 foot structures
• Skilled in use of specialized metalworking and concrete manipulation tools to perform assigned tasks.
• Prioritized safety across job site with specific attention to load suspension, welding and cutting.
• Reviewed work plans and blueprints to ascertain all requirements for project.
• Placed and fastened iron rods and steel mesh together using wire and spot welds.

• Work across Florida to install water meters and backflow preventers , in counties where contracts were established.
• Identified problems with valves and used appropriate troubleshooting techniques to locate and resolve concerns.
• Maintained professional working environment and enhanced productivity by keeping all areas neat and organized.
• Resolved problems, improved operations and provided exceptional service.