Katherine Schaffert
Montrose
Summary
Experienced insurance professional with a background as a Service Manager and business owner in client coaching. Expertise in customer communication, documentation, and problem-solving. Demonstrates strong capability in building trust and guiding clients through processes. Motivated to transition into Claims, eager to master claims handling and resolution.
Overview
11
11
years of professional experience
Work History
SERVICE MANAGER
RYAN DEVINE ALLSTATE AGENCY
WILMINGTON
06.2023 - Current
- Manage daily customer service operations for a high-volume insurance agency.
- Assist clients with policy changes, billing concerns, and coverage explanations.
- Handle escalated customer concerns, resolving issues with professionalism and empathy.
- Explain complex policy details to help clients understand coverage and risk.
- Document all client interactions accurately within internal systems.
- Support clients during stressful situations (accidents, damages, billing issues), providing clear next steps.
- Collaborate with team members to ensure timely service and resolution.
- Maintain compliance with company standards and state insurance regulations.
Service Representative
DANIEL DEVINE ALLSTATE AGENCY
WILMINGTON
10.2021 - 06.2023
- Assisted clients with policy servicing including coverage changes, billing inquiries, and account updates.
- Explained insurance policies and coverage details in a clear, customer-friendly manner.
- Handled inbound and outbound client communication via phone, email, and in-person interactions.
- Gathered detailed client information to support policy updates and issue resolution.
- Documented all customer interactions accurately within internal systems.
- Supported clients during stressful situations, providing guidance and next steps following incidents or concerns.
- Collaborated with team members to ensure timely service and a positive customer experience.
- Maintained compliance with company standards and state insurance regulations.
Online Fitness Coach
HOLISTIC BOD (SELF EMPLOYED)
REMOTE
02.2015 - 01.2021
- Built and managed an online coaching business serving 100+ one-on-one clients.
- Developed customized training programs, digital products (ebooks), and structured plans.
- Maintained consistent weekly client check-ins, tracking progress and making data-driven adjustments.
- Guided clients through transformation processes requiring accountability, trust, and ongoing support.
- Conducted detailed client assessments to identify goals, challenges, and needed adjustments.
- Resolved client concerns and adapted programs based on feedback and evolving needs.
- Managed high-volume client communication via email and online platforms with strong attention to detail.
- Maintained organized client records, progress tracking, and program documentation.
Education
High School Diploma -
PARADISE HIGH SCHOOL
Paradise, CA06-2001
Skills
- Client Communication & Relationship Management
- Customer Conflict Resolution
Customer retention
- Insurance Policy Knowledge
- Compliance & Accuracy
- Documentation & File Management
- Information Gathering & Assessment
- Problem Solving & Critical Thinking
- Time Management & Multitasking
Custom Section 1
RELEVANT EXPERIENCE FOR CLAIMS TRANSITION:
- Strong ability to gather detailed information and assess individual situations.
- Experienced in managing clients during emotionally charged or high-stress circumstances.
- Skilled in explaining complex information in a clear, supportive way.
- High attention to detail in documentation and record-keeping.
- Proven track record of building trust and maintaining client relationships.
- Ability to manage multiple cases/clients simultaneously while maintaining accuracy.
- Self-motivated, accountable, and quick to learn new systems and processes.
Timeline
SERVICE MANAGER
RYAN DEVINE ALLSTATE AGENCY
06.2023 - Current
Service Representative
DANIEL DEVINE ALLSTATE AGENCY
10.2021 - 06.2023
Online Fitness Coach
HOLISTIC BOD (SELF EMPLOYED)
02.2015 - 01.2021
High School Diploma -
PARADISE HIGH SCHOOL