Stephanie Davis
Waxahachie,TX
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Document Processor
Farmers Insurance Group
Waxahachie, TX
08.2023 - 08.2024
- Reviewed document image to ensure appropriate image quality/all pages scanned correctly and requests rescan of document when necessary
- Reorients and reordered document pages as needed
- Ensured that copies of envelopes were included with documents when needed for regulatory compliance
- Used established guidelines and/or judgment to determine appropriate document type and necessary indexing fields
- Splits original document into multiple child documents as needed to facilitate downstream claim processes
- Determined correct Company, Line of Business, Claim System and claim(s) to file the document against
- Identified document exceptions and routes to 1 of the 15 exception handling queue based on established business rules
- Maintained knowledge base through reviewing published reference materials, attending refresher training, reviewing training tips and applying coaching feedback from designated mentor, Performance Coach and/or Supervisor/Manager
- Performed other duties as assigned
Inbound Fraud Specialist
U.S. Bank
Waxahachie, TX
09.2022 - 09.2023
- Answered a high volume of inbound calls and provided high-quality support to credit and debit card customers over the phone
- Initiated fraud claims and provide information on existing fraud and disputed claims
- Documented fraud alerts, build case files, and escalated fraud alerts to appropriate groups
- Performed a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts, and forwarding fraud and dispute information to the appropriate parties.
Customer Service Representative
Carrington Mortgage Services, LLC
Plano, TX
05.2019 - 09.2022
- Answered a high volume of incoming calls from homeowners regarding Covid forbearance plans and hardships
- Collected payments, set up payment arrangements, assisted with residential mortgage assistance, and handled all other homeowners' concerns and complaints
- Tracked, followed up, and completed customer callbacks to ensure inquiry resolution
- Documented call details regarding customer comments, follow-up dates, etc., in the mortgage servicing system.
Substitute Teacher
Duncanville ISD
Duncanville, TX
08.2015 - 03.2019
- Facilitated in-class and online instruction to help students' master assignments and reinforce learning concepts presented by classroom teachers
- Discussed and implemented assigned duties with classroom teachers to coordinate instructional efforts
- Developed tutorial strategies with the goal of bringing students to or above their expected academic grade level
- Took notes and prepared reports on school day activities to provide to the primary teacher.
Education
High school diploma -
David w carter
Dallas, TX05.2003
Skills
- Effective Written & Verbal Communication
- Proficient with Microsoft Office Software
- Active Listening Skills
- Fraud Prevention & Detection
- Multitasking
- Customer Service
- Data Entry
Certification
Insurance Adjuster- All Lines, 12/01/21, 12/01/25, An all-lines adjuster license in Texas allows an adjuster to represent the insurance carrier they are adjusting claims for.
Timeline
Document Processor
Farmers Insurance Group
08.2023 - 08.2024
Inbound Fraud Specialist
U.S. Bank
09.2022 - 09.2023
Customer Service Representative
Carrington Mortgage Services, LLC
05.2019 - 09.2022
Substitute Teacher
Duncanville ISD
08.2015 - 03.2019
High school diploma -
David w carter