JAMEIKA CAMPBELL
Hinesville,GA
Summary
Tenacious Claims Care Center Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
8
8
years of professional experience
Work History
Claims Care Center Representative I/II
American Family Insurance
01.2022 - Current
- Collaborate with claim professionals to address customer inquiries promptly and professionally, triaging and routing calls to the appropriate department.
- Manages customer interactions efficiently as demonstrated by an average handle time that is 89% less than the Care Center average for 2023.
- Provided excellent customer service as demonstrated by a 98% Net Promoter Score.
- Answer claim status and payment questions, ensuring customer satisfaction.
- Provide valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
- Research relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
- Participated in the 2023 APD Mentorship program where I worked with adjusters in different departments to experience their responsibilities and tasks.
Customer Service Specialist
Progressive
11.2020 - 12.2021
- Identify opportunities for process improvement and provide suggestions to enhance the customer service experience
- Collaborate with the product development team to provide feedback on customer preferences and needs, and contribute to the development of new products and features.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
Administrative Assistant
AKAM On Site
10.2016 - 12.2021
- Provided efficient office support, including organizing meetings, managing documentation, and supporting software and technology needs
- Scheduled office meetings and appointments for staff teams, ensuring smooth operations
- Interacted with vendors and contractors to facilitate orders and communication
- Maintained data accuracy and prepared operational reports for efficient business processes
- Develop and implement effective filing systems for managing both electronic and paper documents, ensuring quick and easy access to information
- Identify and implement cost-saving measures to reduce office expenses and increase efficiency.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Bachelor of Arts - Hospitality And Tourism Management
University of Technology
Kingston, Jamaica01.2023
Associate of Arts -
Florida Career College
Miami, FL02.2020
Skills
- Analytical Thinking
- Data Management
- Decision Making
- Communication Skills
- Records Management
- Performance Improvement
- Contract Negotiations
- Idea Development and Brainstorming
- Quantitative skills
- Data entry proficiency
- Goal-oriented mindset
Accomplishments
Being apart of the Care Center engagement committee. Serving on this committee has allowed me to contribute actively to fostering a vibrant and inclusive workplace culture where every team member feels valued and connected. Through collaborative efforts, we organized various initiatives and events aimed at enhancing employee morale, promoting team building, and cultivating a sense of community within the organization.
100% Metrics score for Courteous demeanor, Can- Do attitude and Positive close for Q1 of 2024.
Reflects my unwavering commitment to embodying professionalism, approachability, and a solution-oriented mindset in every interaction. Maintaining a courteous demeanor ensures that I uphold a respectful and welcoming environment, while my can-do attitude empowers me to tackle challenges with enthusiasm and determination. Additionally, ending interactions on a positive note ensures that every engagement leaves a lasting impression of satisfaction and goodwill. I'm grateful for the opportunity to consistently deliver excellence and look forward to continuing to exceed expectations in the future.
Timeline
Claims Care Center Representative I/II
American Family Insurance
01.2022 - Current
Customer Service Specialist
Progressive
11.2020 - 12.2021
Administrative Assistant
AKAM On Site
10.2016 - 12.2021
Bachelor of Arts - Hospitality And Tourism Management
University of Technology
Associate of Arts -
Florida Career College