Jimyria S. Bibbs
Mobile,AL
Summary
Productive Call Center Representative with 3 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Recognized for consistently earning top customer satisfaction ratings. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Call Center Representative
ResultsCx
Wichita Falls, TX
10.2023 - 01.2024
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Offered resolutions to de-escalate calls and solve customer issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated system with order specifics and customer details, preferences and billing information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Completed and processed utility bill payments.
- Placed walmart and amazon phone orders.
- Activated and replaced members healthcare cards.
- Provided united health care benefits info.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Worked with cross-functional teams to achieve goals.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
Field Support Specialist
Edjuster by Crawford & Company
Nepean, CANADA
09.2023 - 10.2023
- Reviewed documents for accuracy and completeness, ensuring all necessary information was present.
- Developed comprehensive reports on order processing activity for management review.
- Reviewed and priced damaged property items.
- Conducted property items damage bill for field estimators review.
Auto/Property Adjuster
CNC Catastrophe & National Claims
Mobile, AL
02.2022 - 06.2023
- Initiated Quality First Contact with multiple parties such as witnesses, insured and claimants.
- Communicate with team members, policyholders, claimants and witnesses by telephone, email and written correspondence to gather facts of loss to aid in claim resolution.
- Reviewed police reports, , medical bills and physical property damage to determine extent of liability.
- Established contact with insureds via telephone or in person to discuss their claims.
- Reviewed and analyzed vehicle photos
- Coordinated direct repair assignments with local body shops and rental facilities.
- Resolved repair cost issues ,consulted with various appraisers for second opinions.
- Consulted with multiple shops to resolve repair and/or part issues.
- Investigated and evaluated property loss claims to determine the extent of insurer's liability.
- Negotiated settlements with claimants in accordance with company guidelines and state laws.
- Provided clear explanations of coverages, exclusions, and limitations to claimants.
- Evaluated claims for potential fraud , contacting appropriate appropriate department's for assistance and further investigation
- Maintained accurate records of adjuster activities for review by supervisors or auditors.
- Examined policy contracts to determine coverage and benefits available to claimants.
- Checked into questionable claims, interviewing agents and claimants to resolve errors.
- Managed a heavy work load of 50+ ongoing cases thanks to strong organization, time management and collaboration skills.
Total Loss Complex Catastrophe Adjuster
CNC Catastrophe & National Claims
Mobile, AL
09.2021 - 12.2021
- Researched First Notice of Loss in order to determine liability.
- Entered file notes for initial contact with insured and managed the documentation process for 2+ adjusters
- Processed Total Loss Settlement payments
- Processed Return Transactions
- Coordinated vehicle tows, inspections and rentals.
- Reviewed photos and damage files to determine if vehicles are repairable or a Total Loss.
- Processed owner retain documents per claims request.
- Reviewed Estimates and Updated information in Total Loss Settlement Tool
- Reviewed salvage titles for proper registration as required by state laws.
- Resolved disputes between claimants and insurers regarding total losses claims.
- Determined whether a settlement should be paid or denied based on insurance policy provisions.
- Assessed vehicle values based on market value, depreciation, age and condition of the vehicle.
- Managed a large case load of total loss claims efficiently and effectively using tim e management skills.
- Advised management team on trends identified through review of total loss data.
- Negotiated and settled claims according to information presented through reports, research and data verification.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Prepared detailed reports on claim findings including all pertinent information such as injury description, cause of accident, employer responsibility, and liability.
- Developed strategies to resolve complex cases within established timeframes.
Clerk/Assistant
Gethsemane Cemetery LLC
Mobile, AL
02.2020 - 04.2020
- Operated office equipment such as printers, copiers, scanners.
- Labeled client files
- Completed inventory Control and logistics.
- Assisted with filing documents and records accurately.
- Created spreadsheets to track inventory and shipments.
- Answered customer inquiries via phone and email.
- Provided administrative support to the department manager.
- Organized office supplies and restocked as needed.
- Conducted data entry of client information into company database.
- Communicated with customers and employees to answer questions or explain information.
- Delivered high-quality customer service through deep commitment to knowledge and performance.
- Created, updated and maintained detailed documents, charts and spreadsheets to sort company information.
- Directed clients and guests to correct departments, rooms and staff members.
- Performed data entry and recordkeeping tasks to track company correspondence and updates.
- Typed, formatted and edited correspondence and other documents.
Education
John L. Leflore High School
Bishop State Community College
Skills
- Electronics records
- Policy Interpretation
- Microsoft Office
- Strong critical thinker
- Data Entry
- Administrative skills
- Evaluation skills
- Data Management
- Multi-line phone system
- Property & Auto skills
- Computer Skills
- Planning and Organizing
- Team Building
- Problem Solving
- Organizational Skills
- Reliable & Dependable
- Excel
- Xactimate
- XactAnalysis
- Adobe Creative Suite
- Investigative skills
- Negotiation skills
- Active Listening
- Good Work Ethic
- Computer Based Research Programming
- File Review Skills
- Knowledge of Insurance Policies
- Data Collection & Analysis Skills
- Knowledge of Auto Insurance Policies
- Record Estimates
- File Documentation
- Knowledge and Utilization of Insurance Terminology
- Damage Mitigation
- Friendly & Positive Attitude
- Customer Service
- Ability to emphasize with customers
- Determine Liability Decisions
- Property Damage Assessment
- Fraudulent Claims Investigation
- Decision-Making
- Settlement Negotiations
- Coverage Determination
- Claims Investigation
- Critical Thinking
- Active Listening
- Customer Service and Support
- Account Updating
- Call Control
- Complaint Resolution
- Call Documentation Skills
Certification
Licensed Independent Insurance Adjuster
Alabama Home State License
- Alabama License
- Florida License
- Georgia License
- Minnesota License
- Oklahoma License
- West Virginia License
- Michigan License
- South Carolina License
- Louisiana License
- Texas License
- Indiana License
- Minnesota License
- Microsoft Office Specialist Certification
- State Farm Estimate Certification
- State Farm Auto Certification
- State Farm Policy Certification
- State Farm Fire Certification
- FEMA/NFIP Certification
- XactAnalysis for Property Adjusters
References
References available upon request.
Timeline
Call Center Representative
ResultsCx
10.2023 - 01.2024
Field Support Specialist
Edjuster by Crawford & Company
09.2023 - 10.2023
Auto/Property Adjuster
CNC Catastrophe & National Claims
02.2022 - 06.2023
Total Loss Complex Catastrophe Adjuster
CNC Catastrophe & National Claims
09.2021 - 12.2021
Clerk/Assistant
Gethsemane Cemetery LLC
02.2020 - 04.2020
John L. Leflore High School
Bishop State Community College
Licensed Independent Insurance Adjuster
Alabama Home State License
- Alabama License
- Florida License
- Georgia License
- Minnesota License
- Oklahoma License
- West Virginia License
- Michigan License
- South Carolina License
- Louisiana License
- Texas License
- Indiana License
- Minnesota License
- Microsoft Office Specialist Certification
- State Farm Estimate Certification
- State Farm Auto Certification
- State Farm Policy Certification
- State Farm Fire Certification
- FEMA/NFIP Certification
- XactAnalysis for Property Adjusters
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