Kourtney Taylor-Leggett
Dallas,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Claim Specialist
State Farm
09.2023 - 06.2024
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
- Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
- Collaborated closely with adjusters to ensure accurate, fair, and timely claims settlements for all involved parties.
- Followed up with customers on unresolved issues.
- Closed a minimum 10 claims per week.
- Issued payouts to claimants.
- Examined photographs and surveillance and any other documents relating to claims.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
Call Center Agent
Caliber Collision
10.2022 - 03.2023
- Handled approximately 150 incoming calls per day
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained user account data by initiating account access and establishing in database.
Technical Support Representative
MCI Communications
05.2021 - 09.2022
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to wireless technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
Marketing Specialist
Genpact
10.2020 - 04.2021
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Monitored trends in social media, industry, and competitive landscape to create new material.
- Maximized advertising efforts by developing content for media relations, corporate communications, and social media posts.
- Identified appropriate marketing channels and target customers for campaigns.
Education
High School Diploma -
Lake Highlands High School
Dallas, TX06.2014
Skills
- Documentation and reporting
- Answering questions
- Customer support
- Claims analysis
- Decision-Making
- Technical Support
- Claims adjustment
- Insurance Claim Forms Review
- Data Entry
Certification
- Texas Adjuster All Lines License - Exp date 09/2026
Timeline
Claim Specialist
State Farm
09.2023 - 06.2024
Call Center Agent
Caliber Collision
10.2022 - 03.2023
Technical Support Representative
MCI Communications
05.2021 - 09.2022
Marketing Specialist
Genpact
10.2020 - 04.2021
High School Diploma -
Lake Highlands High School
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