Lexus Templeton
Katy
Summary
Detail-oriented professional with over 10 years in customer service, specializing in auto claims within high-volume call center settings. Expertise in claims investigation, coverage explanation, and customer advocacy, effectively resolving complex issues. Skilled in gathering and documenting information, collaborating with partners, and ensuring compliance while achieving positive outcomes.
Overview
14
14
years of professional experience
Work History
Routing Specialist
Comcast
11.2022 - Current
- Provide real-time technical support and troubleshooting for field technicians and internal teams to resolve service, system, and account-related issues.
- Assign, route, and monitor jobs in the workforce management system, ensuring job timeframes and customer commitments are met while proactively managing appointments and escalations.
- Serve as the primary point of contact for technicians via phone, chat and task-messaging, addressing inquiries about services, account status, and service problems.
- Diagnose and resolve service disruptions, system errors, and account discrepancies by analyzing work orders, account data, and system activity
Auto Claims Representative
American AutoShield
02.2021 - 11.2022
- Managed inbound and outbound calls regarding vehicle claims, coverage questions, and claim status updates.
- Collected claim details, reviewed documentation, and investigated claims to support accurate resolution.
- Gathered statements and coordinated with customers, dealerships, repair facilities, and inspectors throughout the claims process.
- Explained coverage, benefits, and claim requirements while providing empathetic customer support.
- Resolved customer concerns and complex claim issues to ensure a positive customer experience.
- Documented claim activity accurately within claims management and CRM systems.
- Maintained productivity, quality, and customer service standards in a high-volume call center environment.
Benefit Specialist
Ameritas
06.2017 - 02.2021
- Verified insurance coverage, investigated benefits, pre-authorizations and clearly explained out-of-pocket costs, claims, and payment options.
- Resolved benefits, enrollment, and service-related issues by conducting detailed account research and troubleshooting discrepancies.
- Provided empathetic, high-quality support to members and providers via phone, email, and internal systems in a high-volume environment.
- Initiated outbound calls to follow up on inquiries and clarify coverage details, ensuring members understood their financial responsibilities.
- Documented all customer interactions accurately within CRM systems and case management tools, ensuring compliance and audit readiness.
- Collaborated with internal teams to efficiently resolve escalations, claims issues, and service requests, improving overall service quality.
Quality Analyst
CSG
08.2012 - 06.2017
- Reviewed, evaluated, and scored customer issue tickets against quality assurance standards to ensure compliance.
- Developed performance expectations, action plans, and development plans to elevate call quality.
- Monitored calls, delivered trend data, quality reports, and feedback on telephone etiquette to enhance service quality.
- Participates in calibration sessions, employee communication sessions, and/ or creation of communication tools.
- Supports and communicates business goals, quality standards, processes, procedures and policies.
Education
High School Diploma -
Broady Academy
San Antonio, TXSkills
- Insurance Verification & Benefits Investigation
- Claims Investigation & Resolution
- Claims Documentation & Record Accuracy
- Coverage Explanation & Out-of-Pocket Costs
- Patient & Provider Support
- CRM & Case Management Systems
- Auto Claims Processing
- Outbound & Inbound Call Handling
- Escalation Resolution & Problem Solving
- Microsoft Office (Word, Excel, Outlook)
- Multitasking in High-Volume Environments
- Customer Service & Communication Skills
Timeline
Routing Specialist
Comcast
11.2022 - Current
Auto Claims Representative
American AutoShield
02.2021 - 11.2022
Benefit Specialist
Ameritas
06.2017 - 02.2021
Quality Analyst
CSG
08.2012 - 06.2017
High School Diploma -
Broady Academy