Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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KIRA JOLLY

Warner Robins,GA

Summary

Well-rounded and result-driven professional. Enthusiastic about utilizing 10+ years of experience in customer service de-escalation and policy interpretation. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Claims-Sup Express FNOL-Assoc II

Allstate
07.2022 - 07.2024
  • Responding to inquiries regarding claim eligibility, coverages, and payments
  • Use tools and programs to navigate the website, research accounts, review options and solutions for customers and communicate them effectively
  • Working independently
  • Conduct peer to peer sits, coaching different talk paths
  • Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary
  • Evolved critical thinking skills by investigating numerous car accidents to determine coverage, liability, comparative negligence, etc
  • 2 years of claims investigating experience.
  • Resolved customer issues professionally, demonstrating empathy and effective problem-solving skills.

Customer Care Rep

Macon Water Authority
02.2014 - 09.2020


  • Review monthly bills for payments and adjustments
  • Schedule monthly reading of water usage per Customer
  • Process orders, forms, and applications
  • Manage and de-escalate customer complaints.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.

Emergency Roadside Rep

Geico
09.2011 - 04.2013
  • Input private data into computer while assisting policy holders with a sense of urgency
  • Answer incoming calls in a prompt professional manner while meeting performance standards
  • Generated reports detailing findings and recommendations.
  • Showing empathy to reassure customers of the company's willingness to assist
  • Process orders, forms and applications
  • Document all call information according to standard operating procedures
  • Manage and resolve customer complaints.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Collected, arranged, and input information into database system.

Education

Diploma -

Warner Robins GA
05.2005

Skills

  • Microsoft Word
  • Excel
  • PowerPoint
  • Reliability and punctuality
  • Goal-oriented mindset
  • POS System Operation
  • Data Entry
  • Customer Relations
  • Teamwork and Collaboration
  • Computer Proficiency
  • Conflict Resolution

Hobbies and Interests

  • Development within Customer Service Atmosphere
  • Traveling
  • Spending time with family/friends

Timeline

Claims-Sup Express FNOL-Assoc II

Allstate
07.2022 - 07.2024

Customer Care Rep

Macon Water Authority
02.2014 - 09.2020

Emergency Roadside Rep

Geico
09.2011 - 04.2013

Diploma -

Warner Robins GA

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KIRA JOLLY