Karla De Jesus Rodriguez
Summary
Dynamic and results-driven professional with extensive experience at GEICO as an ICS Claims Specialist II. Proven ability in effective problem resolution and critical thinking, achieving consistent performance targets. Bilingual in Spanish, I excel in communication and customer service, enhancing client satisfaction through empathetic interactions and efficient claims management. Effective team collaborator with focus on achieving results and adapting to changing needs. Known communication skills, and attention to detail. High ranking in customer surveys, awarded Director's Club for Somos, awarded quarterly top performer on 2023 and 2024, Ace Award 2 years in a row performing top 5's. Map awarded for 2023 and 2024 with high ranking 5 excelling in QCR, CSS, Navigator and SPR.
Overview
3
3
years of professional experience
Work History
ICS Claims Specialist II
GEICO
06.2022 - Current
- Managed a high volume of calls and claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Settled claims fairly by applying critical thinking and available resources.
- Followed up with customers on unresolved issues.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Delivered comprehensive coaching for new hires on claims handling procedure related to the role of a Claims Specialist.
- Demonstrated adaptability by successfully managing property damage, and liability disputes.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Identified possible fraudulent claims by referrals to SIU.
- Handled coverage issues satisfactory.
- Enhanced customer trust and satisfaction by efficiently resolving claims disputes.
- Facilitated smooth communication between claimants and adjusters, ensuring transparent and positive experience.
Bilingual Claims Representative I
GEICO
10.2023 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Delivered customer service, addressing policyholder concerns and clarifying coverage details.
CSR Claims Representative
GEICO
06.2022 - Current
- Handled first contact calls for first claims report.
- Investigated no complex claims and worked to liability resolution and closure.
- Identified potential risks or coverage conditions to assign to upper levels.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Education
Master of Arts - Public Affairs, Specialized Criminal Justice
Turabo University
Gurabo, PR06-2004
Skills
- Effective Time Management
- Bilingual: Spanish fluent
- Effective Problem Resolution
- Team Work oriented
- Detail Orientation
- Communication skills
- Decision-making
- Customer service
- Active listening
- Critical thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Claims Representative I
GEICO
10.2023 - Current
ICS Claims Specialist II
GEICO
06.2022 - Current
CSR Claims Representative
GEICO
06.2022 - Current
Master of Arts - Public Affairs, Specialized Criminal Justice
Turabo University
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