Lashon Gibson
Jacksonville,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
REMOTE LICENSED CLAIMS ADJUSTER
Sedgwick
Jacksonville, FL
08.2022 - 10.2024
- Handled 25-30 inbound and outbound calls from claimants and other stakeholders about claim processes.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Negotiated settlement agreements to resolve disputes.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Maintained claims data in CRM systems.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Prepared summaries of damage, payments, and policy coverage.
REMOTE CONTACT COLLECTIONS REPRESENTATIVE
Internal Revenue Service
Jacksonville, FL
06.2020 - 08.2022
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Interpreted and applied federal and state tax codes for personal, business and corporate taxes.
- Managed approximately 40 inbound calls per day from taxpayers and stakeholders.
- Responded to taxpayer questions and helped individuals understand tax documentation.
- Arranged short term payment options and long term installment agreements for individuals and businesses.
- Recorded all information regarding financial status of taxpayers.
REMOTE CONCIERGE EXPERIENCE & ACCOUNT MANAGER
CE Broker
Jacksonville, FL
09.2015 - 02.2020
- Provided premium SAAS concierge services by swiftly and professionally responding to client inquiries, emphasizing outstanding customer care.
- Actively addressed and resolved client concerns, offering creative solutions, and nurturing positive client relationships through Intercom, Slack, and CE products.
- Worked closely with state boards, educational providers, and stakeholders to ensure seamless compliance with continuing education (CE) requirements and facilitate efficient license renewals.
- Directed and led a team of 4 Concierge Managers, prioritizing exceptional service quality and enhancing operational efficiency.
Education
Bachelor of Science - Criminal Justice
University of Phoenix
Jacksonville09.2013
Skills
- Customer-facing communication
- Client rapport building
- Interpersonal and written communication
- Strong work ethic
- Problem resolution aptitude
- Client service excellence
Timeline
REMOTE LICENSED CLAIMS ADJUSTER
Sedgwick
08.2022 - 10.2024
REMOTE CONTACT COLLECTIONS REPRESENTATIVE
Internal Revenue Service
06.2020 - 08.2022
REMOTE CONCIERGE EXPERIENCE & ACCOUNT MANAGER
CE Broker
09.2015 - 02.2020
Bachelor of Science - Criminal Justice
University of Phoenix
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