Jacob Snyder
Dallas,TX
Summary
Friendly insurance professional experienced in investigating and processing insurance claims. Hardworking and communicative individual excels at interpreting policies and negotiating payment solutions. Recognized for providing optimum service to policyholders and quickly identifying fraudulent claims. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Claims Specialist
Acme Technical Solutions
06.2020 - 11.2023
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Handled customer inquiries and suggestions courteously and professionally.
- Handling high volume of calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Customer Service Representative
BrightBridge Customer Care
05.2017 - 06.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Handled 100 plus calls daily.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Responding to customer inquiries via phone, email, or in-person
- Providing information about products or services
- Resolving customer complaints and issues effectively and efficiently
- Handling and processing customer orders, returns, or refunds
- Maintaining accurate records of customer interactions and transactions
- Collaborating with other departments to address customer needs
- Ensuring high levels of customer satisfaction and retention
- Following company policies and procedures while assisting customers
- Upselling or cross-selling products or services when appropriate
- Contributing to improving customer service processes and procedures
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
Call Center Representative
ServiceFirst Solutions
09.2014 - 05.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Approved and terminated customer contracts upon request.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Managed timely and effective replacement of damaged or missing products.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Handled 100-200 calls daily.
Education
Bachelor of Arts - Business Administration
Alcorn State University
Lorman, MS05.2014
Skills
- Compliance Management
- Documentation Review
- Accident Investigations
- Settlement Determinations
- Coverage Assessments
- Estimate Preparation
- Claims
- Written Communication
- Problem Solving
- Verbal Communication
- Product Knowledge
- Data Collection
- Paperwork Processing
- Call Management
- Data Entry
- Appointment Scheduling
- Consultative Sales
- Account Updating
- Information Security
- Process Optimization
- Quality Control
- Customer Relationship Management (CRM)
- Professional Telephone Demeanor
- Problem-Solving Abilities
- Retail Materials Management
- Microsoft Outlook
- Medical Terminology Knowledge
- Product Upselling
- Report Preparation
- Sales Closing
- Customer Service
- Payment Processing
- Technical Support
- Customer Communications
- Prospecting Skills
- Account Management
- Database Research
- Training Experience
- Inbound Phone Call Management
- Customer Satisfaction
- Empathy
- Time Management
Accomplishments
National Society Of Leadership & Success Member
Student Ambassdor
Timeline
Claims Specialist
Acme Technical Solutions
06.2020 - 11.2023
Customer Service Representative
BrightBridge Customer Care
05.2017 - 06.2020
Call Center Representative
ServiceFirst Solutions
09.2014 - 05.2017
Bachelor of Arts - Business Administration
Alcorn State University
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