Justice Rocha
Englewood,FL
Summary
Proactive Telephone Claims Representative with extensive experience in building strong relationships with policyholders and increasing team efficiency through cross-training. Skilled in negotiating fair settlements, upholding confidentiality, and managing high volumes of calls. Known for exceptional attention to detail, problem-solving abilities, and enhancing customer satisfaction.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Telephone Claims Representative
GEICO, Government Employees Insurance
07.2018 - Current
- Built strong relationships with policyholders, fostering trust and loyalty through consistent professionalism in all interactions.
- Increased efficiency within the team by cross-training in multiple areas of expertise, allowing for seamless coverage during peak periods or staff absences.
- Negotiated fair settlements for both parties involved in the claim while keeping the company''s financial interests aligned.
- Upheld strict confidentiality standards when discussing sensitive information related to policyholder''s personal details or claim specifics.
- Achieved high levels of customer retention with exceptional communication skills and empathetic approach to resolving issues.
- Managed a high volume of incoming calls daily, prioritizing tasks efficiently to ensure timely resolution of all cases.
- Coordinated effectively with other departments as needed when handling interrelated claims or escalating issues requiring further attention outside of my scope as a Telephone Claims Representative.
- Developed a reputation for exceptional attention to detail in claim reviews, ensuring accuracy at every stage of the process.
- Reduced company costs by identifying fraudulent claims through thorough investigation and accurate assessments.
- Enhanced customer satisfaction by promptly and accurately addressing insurance claims over the phone.
- Handled complex claims scenarios calmly under pressure, utilizing problem-solving skills to find appropriate resolutions swiftly.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Examined claims forms and other records to determine insurance coverage.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Enhanced team morale and efficiency by organizing regular training sessions on communication and customer service best practices.
- Acted promptly to customer complaints, significantly reducing escalation rates.
- Led team project to identify common customer issues and develop proactive solutions.
- Negotiated solutions between policyholders and company, finding common ground for disputes.
- Coordinated with other departments to streamline customer service procedures, enhancing overall service delivery.
- Assisted in development of training materials for new hires, enhancing team knowledge and performance.
- Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.
- Maintained up-to-date knowledge of insurance products to provide accurate information to customers.
- Kept up-to-date with industry trends and developments to provide accurate information to policyholders during the claims process.
- Adapted quickly to changing company policies, procedures, or technology updates—ensuring seamless service delivery at all times.
- Contributed to continuous process improvement initiatives by providing feedback on current systems and suggesting potential enhancements.
- Expedited claim processing times by efficiently gathering and organizing necessary documentation from callers.
- Maintained accurate records of all claims and consistently updated the database with relevant information, ensuring easy access for future reference.
- Streamlined department workflow by collaborating closely with team members, sharing best practices, and assisting peers when needed.
- Participated in ongoing professional development opportunities to stay current in my field and further enhance my skills as a Telephone Claims Representative.
- Assisted colleagues in resolving complex cases by sharing knowledge of policies and best practices when needed.
- Worked with private investigators and attorneys on preparation of evidence, witness statements, and other documentation in preparation for trial.
- Directed and coordinated various investigations conducted by field investigation team.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Trained new customer service representatives on best practices, policies and procedures.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Rural Mail Carrier
USPS
06.2012 - 07.2018
- Developed strong relationships with rural customers through consistent communication and exceptional service quality.
- Assisted in training new employees on proper procedures for sorting, loading, and delivering mail in a rural setting.
- Handled accurate cash payments for postage and incurred fees.
- Utilized USPS technology tools effectively to track packages accurately throughout the delivery process.
- Adhered to all postal regulations while delivering mail, upholding the USPS standard of professionalism.
- Achieved high levels of accuracy in mail sorting and delivery by consistently double-checking addresses and package labels.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Maintained records on customers with mail forwarding and change of address requests.
- Handled sensitive materials confidentially, protecting customer privacy and meeting USPS guidelines for secure mailing practices.
- Organized mail ahead of delivery runs for correct routing.
- Provided excellent customer service, addressing concerns and assisting with inquiries from rural customers.
- Demonstrated flexibility by covering additional routes as needed or stepping in for absent colleagues when necessary.
- Managed time effectively to accommodate fluctuations in workload due to seasonal demands or unexpected challenges.
- Resolved complaints calmly and professionally to maintain customer satisfaction.
- Communicated regularly with supervisors regarding route progress, issues encountered, or any necessary adjustments needed.
- Promoted a positive work environment by fostering teamwork amongst colleagues during peak times or challenging situations.
- Navigated various weather conditions safely while adhering to deadlines, ensuring consistent mail delivery despite unforeseen obstacles.
- Enhanced customer satisfaction by providing timely and accurate mail delivery to rural areas.
- Distributed items on time and to correct locations for punctual, professional mail services.
- Signed and received mail with signature requirements upon delivery and loading.
- Remained physically fit to safely lift and transport packages weighing up to 70 pounds.
- Identified postage discrepancies and escalated for resolution to limit customer delays.
- Conducted daily maintenance and safety checks on delivery vehicles, limiting service delays and disruptions.
- Collected mail from post office boxes and distributed goods to correct addresses.
- Streamlined the sorting process for faster mail distribution and improved overall efficiency.
- Identified and reported potential safety hazards in delivery area, contributing to safer community environment.
- Fostered positive relationships with community members, enhancing public image of postal service.
- Assisted in training new mail carriers, improving team performance and service quality.
- Improved customer satisfaction with prompt and accurate delivery of mail and parcels.
- Increased efficiency by organizing mail and parcels before delivery, minimizing time spent on each route.
- Adapted to new delivery routes quickly, demonstrating flexibility and commitment to service continuity.
- Contributed to team efforts during high-volume delivery periods, ensuring no disruption in mail service.
- Provided valuable input on postal service improvements during team meetings, demonstrating commitment to excellence.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Maintained accurate records of deliveries and pickups to streamline postal operations.
- Enhanced reliability of mail service by maintaining exceptional attendance record.
- Ensured secure delivery of sensitive documents, gaining trust from community members.
- Demonstrated exceptional navigation skills, ensuring efficient and effective delivery across rural areas.
- Implemented strategies for managing undeliverable mail, reducing backlog significantly.
- Enhanced community access to postal services by diligently completing daily mail delivery routes regardless of weather conditions.
Retail Supervisor
Hallmark
01.2008 - 12.2012
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
- Trained and oriented associates to maximize team performance.
- Evaluated employee performance regularly to provide constructive feedback for continuous improvement.
- Boosted store sales through effective merchandising, product placement, and promotional displays.
- Coordinated merchandising displays, signage and sales enablement.
- Analyzed sales reports to identify trends and opportunities for increased revenue generation within the retail space.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
- Increased customer satisfaction by providing exceptional service and addressing customer concerns promptly.
- Kept merchandise fresh by monitoring use of proper stock rotation procedures and setting up promotions to move out aging products.
- Streamlined operations by implementing efficient processes and time-saving strategies in daily tasks.
- Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
- Reduced employee turnover rate by fostering a positive work environment with open communication channels.
- Facilitated team meetings to discuss sales targets, share feedback, and develop cohesive strategies for achieving goals.
- Led staff training programs focused on product knowledge and customer service excellence, boosting sales and customer loyalty.
- Initiated cross-training program, enhancing team flexibility and ensuring coverage during absences or peak periods.
- Managed inventory levels to align with seasonal demand, avoiding stockouts or excessive overstock situations.
- Mentored new sales associates to contribute to store's positive culture.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Improved customer satisfaction scores with personalized service and prompt resolution of complaints.
Education
High School Diploma -
Mount Vernon High School
Alexandria, VA06-1994
Skills
- Computer Skills
- Active Learning
- Organization
- Compliance Awareness
- Complaint Handling
- Customer Service
- Teamwork and Collaboration
- Time Management
- Multitasking
- Problem-solving abilities
- Reliability
- Adaptability and Flexibility
Top 5 percent of GEICO employees
Consistently number 1 adjuster in Fredericksburg, Va location
Chairmans Club
Timeline
Telephone Claims Representative
GEICO, Government Employees Insurance
07.2018 - Current
Rural Mail Carrier
USPS
06.2012 - 07.2018
Retail Supervisor
Hallmark
01.2008 - 12.2012
High School Diploma -
Mount Vernon High School
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