Lexus Templeton
Katy,TX
Summary
Customer operations professional with 10+ years of experience supporting national and regional service operations in high-volume environments. Proven ability to provide command and control and manage escalations, analyze customer call trends, and monitor service level performance to protect the customer experience. Experienced liaison between internal teams, field operations, and vendor partners, with strong analytical, communication, and reporting skills. Trusted to exercise independent judgment while operating with moderate guidance in fast-paced, high-impact situations.
Overview
14
14
years of professional experience
Work History
Routing Specialist
Comcast
Houston, TX
11.2022 - Current
- Responsible for routing and dispatching field technicians across multiple markets to ensure efficient operations and minimal customer disruption.
- Provides real-time support to technicians while managing customer escalations and ticket workflows using ECM Chat and internal systems.
- Utilizes multiple platforms to validate accounts, update work orders, monitor progress, and troubleshoot scheduling or system issues.
- Collaborates cross-functionally with field leadership, Workforce Management, Care, and operational partners to align on issues and resolve customer impacting barriers.
Auto Claims Representative
American Auto Shield
12.2020 - 12.2022
- Managed high-volume claim escalations requiring detailed investigation, documentation,and follow-up.
- Tracked, updated, and maintained accurate claim tickets within CRM and claims management systems.
- Analyzed claim trends and documentation discrepancies to prevent delays and customer dissatisfaction.
- Coordinated with external vendors, dealerships, inspectors, and internal teams to resolve issues efficiently.
- Communicated clearly and professionally with stakeholders to ensure transparency and resolution progress.
- Compiled claim data and documentation to support audits, reporting, and performance
Benefit Specialist
Ameritas
San Antonio, TX
06.2017 - 12.2020
- Assisted members with benefit inquiries, enrollment, and understanding of medical coverage and billing processes.
- Reviewed medical records, pre-authorizations, and provider documentation for completeness and accuracy.
- Maintained accurate member records and follow-up notes within CRM systems.
- Coordinated peer-to-peer reviews and provider communications to support efficient processing.
- Delivered clear written and verbal communication to enhance member understanding and satisfaction.
- Collaborated with internal teams and healthcare providers to improve service outcomes.
Collections Specialist
Conns
San Antonio, TX
08.2012 - 06.2017
- Managed delinquent customer accounts through high-volume inbound and outbound calls.
- Negotiated payment arrangements and secured payments in accordance with company policy and collection guidelines.
- Explained balances, fees, and account status clearly to ensure customer understanding.
- Processed payments and updated customer account records accurately.
- Resolved billing disputes and utilized escalation procedures when necessary.
- Consistently met or exceeded collection and call performance metrics.
- Maintained professionalism and composure while managing difficult or upset customers.
Education
High School Diploma - undefined
Broady Academy
San Antonio, TX06.2012
Skills
- Escalation Support
- ECM Chat/Ticketing & Case Management
- Customer Experience Advocacy
- Collection & Delinquent Account Resolution
- Microsoft Excel, Word & Outlook
- Written & Verbal Communication
- SMS & Internal Alert Communications
- Independent Judgment & Decision-Making
- Technician Routing,Dispatch & Workload Optimization
- Payment Arrangement Negotiation
Timeline
Routing Specialist
Comcast
11.2022 - Current
Auto Claims Representative
American Auto Shield
12.2020 - 12.2022
Benefit Specialist
Ameritas
06.2017 - 12.2020
Collections Specialist
Conns
08.2012 - 06.2017
High School Diploma - undefined
Broady Academy