KESHIA DYDELL
Dallas,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in insurance/customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
13
13
years of professional experience
Work History
Member Service Specialist
Navy Federal Credit Union
Remote
06.2021 - 09.2022
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes
- Completed training and worked effectively under high-pressure client services environments
- Investigated and resolved customer inquiries and complaints quickly
- Resolved concerns with products or services to help with retention and drive sales.
Borrowers Advocate
Loan Depot
Foothill Ranch, CA
12.2020 - 05.2021
- Gathers and verifies pertinent information, such as income and hardship documentation required for loan approvals
- Educates and advises borrowers about refinancing processes, short sales, payoffs, and refinance as benefit; exhibits negotiation abilities by working with lump sum payments in order to qualify for modification terms
- Collaborates with realtors to negotiate and determine agreeable property sales pricing details; functions as liaison throughout entire lifecycle of short sale transaction; oversees appraisals and completes loss analysis report to pinpoint cost basis; works alongside private investor to determine set amounts.
Claims Adjuster
Progressive Insurance
Rancho Cordova, CA
01.2019 - 09.2020
- Answered customer questions regarding deductibles
- Examined claims forms and other records to determine insurance coverage
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information
- Reviewed police reports, medical treatment records and physical property damage to determine extent of liability
- Answered questions posed by insured and attorneys
- Documented all investigation activity and presented reports to management
Skip Tracer/Collector
Location Services, LLC
Folsom, CA
11.2009 - 03.2018
- Worked closely with repossession agents to coordinate activities
- Worked varies systems subjective to clients needs
- Handle high volume inbound and outbound calls
- Analyzed complex information, weighed evidence, and determined witness credibility to develop logical conclusions to determine if there was fraud on accounts
- Worked accounts 120 to 1000 days past due.
Education
High school diploma - General -
Manteca High School
05.2003
Skills
- Member Relations
- Hail and Wind Damage Assessment
- Workflow Management
- Claims File Documentation
- Report Writing
- Claims Investigations
- Claims Negotiation
- Damage Itemization
- Chat Specialist
- Customer Engagement
- Collections background
- Excellent negotiation skills
- Skip tracing experience
- Professional phone skills
- Background in collections
- Time Management
Timeline
Member Service Specialist
Navy Federal Credit Union
06.2021 - 09.2022
Borrowers Advocate
Loan Depot
12.2020 - 05.2021
Claims Adjuster
Progressive Insurance
01.2019 - 09.2020
Skip Tracer/Collector
Location Services, LLC
11.2009 - 03.2018
High school diploma - General -
Manteca High School
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