Keira Price
Sumter,SC
Summary
Highly skilled customer service and warranty specialist with 10+ years of experience in B2B and B2C sectors, consistently delivering top-tier customer satisfaction and effective problem resolution. Proven track record in streamlining warranty processes, managing high-volume claims, and developing strong vendor relationships to drive favorable outcomes. Adept at identifying product failures and implementing corrective actions to prevent recurrences, while maintaining a strong focus on detail and meeting financial targets. Expertise in handling complex customer interactions across phone, email, and live chat channels with professionalism and diplomacy, ensuring a positive brand experience.
Overview
7
7
years of professional experience
Work History
Senior Auto Claims Adjuster
Zurich NA
02.2024 - Current
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
Warranty Specialist (B2B)
Nissan North America, Inc.
08.2022 - 02.2024
- Enhanced customer satisfaction by resolving warranty claims efficiently and effectively.
- Streamlined warranty process for faster claim resolution and better customer experience.
- Developed strong relationships with vendors to negotiate favorable terms for warranty repairs and replacements.
- Conducted thorough investigations of product failures, identifying root causes and implementing corrective actions to prevent recurrence.
- Managed a high volume of daily claims, prioritizing tasks according to urgency while maintaining attention to detail.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Calculated adjustments, premiums and refunds.
Customer Support Specialist II (B2B & B2C)
General Motors Co
08.2021 - 07.2022
- Associates utilize exceptional customer service, marketing, and sales techniques to support EV owners and prospective EV owners.
- Serve as the product experts for electric vehicles and additional EVs in the future
- Assist customers via chat, phone, and email with product, reservation, ordering, dealership, service, home-charging and and recall-related questions
- Take ownership of customer interaction and ensure that all customer questions are answered
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Retention Specialist
Ackerman Security Systems
11.2018 - 05.2020
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Education
Bachelor of Science - Communications Technologies
Strayer University
05-2027
Skills
- Customer Relationship Management (CRM)
- Claims Processing
- Insurance Claim Forms Review
- Payment and Investigation Escalations
- Live Chat Support
- Data Analysis & Reporting
- Process Improvement
- Vendor Negotiation
- Customer Retention Strategies
- Conflict Resolution
- Information Security
- Project Management
- Audit Compliance
Timeline
Senior Auto Claims Adjuster
Zurich NA
02.2024 - Current
Warranty Specialist (B2B)
Nissan North America, Inc.
08.2022 - 02.2024
Customer Support Specialist II (B2B & B2C)
General Motors Co
08.2021 - 07.2022
Retention Specialist
Ackerman Security Systems
11.2018 - 05.2020
Bachelor of Science - Communications Technologies
Strayer University