Hi, I’m
Justine Burks
Customer Service Specialist
Houston,TX
Summary
Motivated, personable business professional with a talent for quickly mastering technology. An excellent coordinator with over 8 years of experience in processing management, developing and implementing strategic workshops, lesson plans and presentation development. Accustomed to handling sensitive, confidential records and known for excellent customer support service, productive multitasking. Skilled at learning new concepts quickly while working well under pressure, exceptional people skills and developing & maintaining valuable working relationships.
Overview
9
years of professional experience
5
years of post-secondary education
Work History
Progressive Casulty InsuranceCleveland, OH
Agency Specialty Coordinator
10.2020 - Current
Job overview
- Provide training on policy management and quoting new business
- Customize action planning for insurance regulation changes and coaching to develop efficient customer service through live assistance and resource consulting to individual agents and brokers.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Defined clear targets and objectives and communicated to independent agents
- Assisted in organizing and overseeing policy maintenance to drive operational excellence.
Progressive Casualty InsuranceCleveland, OH
Senior Customer Service Associate
12.2018 - 10.2020
Job overview
- Share expertise of Progressive products and services to ensure appropriate insurance coverage through benefits selling
- Assisted customers with product selection, troubleshooting and problem resolution.
- Escalated issues to proper supervisors when standard processes were not effective.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Developed and maintained strong relationships with customers to foster repeat business.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
GeicoKaty, TX
Auto Claims Adjuster
03.2014 - 12.2018
Job overview
- Manage existing and new auto claims by analyzing, investigate and determine the company’s liability in bodily injury, personal and property loss to effect settlement with claimants and policyholders
- Handling inbound calls, outbound calls and customer service email corresponding.
- Evaluated and investigated over 3,000 auto claims in a year and decided whether insurer should pay claim and documenting all findings in concise reports.
- Examined photographs and surveillance and any other documents relating to claims.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident and to successfully negotiated settlements with claimants and insurers.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Kept current on insurance regulations, laws, policies and procedures.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
Education
University of Michigan - FlintFlint, MI
Associate of Science from Clinical Laboratory Science Certification
09.2006 - 06.2011
Skills
MS Office proficiencyCreativityLeadershipOrganizationProblem solvingTeamwork
Negotiation
Training and Development
Dependable and Responsible
Clerical Support
Decision-Making
Excellent Communication
Strategic planning
Report preparation
Complaint resolution
Multitasking Abilities
Good Telephone Etiquette
Written Communication
Timeline
Agency Specialty Coordinator
Progressive Casulty Insurance
10.2020 - Current
Senior Customer Service Associate
Progressive Casualty Insurance
12.2018 - 10.2020
Auto Claims Adjuster
Geico
03.2014 - 12.2018
University of Michigan - Flint
Associate of Science from Clinical Laboratory Science Certification
09.2006 - 06.2011