Lyneshia Coleman
Columbia,SC
Summary
Customer Service Advocate Dedicated Customer Service Specialist. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fastpaced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Talented professional ready to bring hardworking mentality to Trainee position. Driven to learn position inside and out to maximize contributions and support business and customer objectives. Outstanding organizational skills and knowledge of [Software].
Diligent Customer Service Advocate with strong background in evaluating and processing cases and claims. Successfully resolved numerous complex cases by applying deep knowledge of policy provisions and regulatory requirements. Demonstrated proficiency in negotiation and customer service, ensuring fair outcomes and client satisfaction.
Overview
18
18
years of professional experience
Work History
Claims Adjuster Trainee
Progressive
03.2024 - 12.2024
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Prepared summaries of damage, payments, and policy coverage.
- Answered customer questions regarding deductibles.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Evaluated coverage accurately by interpreting complex insurance policies and applying them to specific claim scenarios.
- Analyzed information gathered by investigation and reported findings and recommendations.
Home Base Customer Service Advocate
12.2018 - 08.2023
Customer Advocate
Verizon Wireless
04.2010 - 12.2018
- First Call Resolution contact for New and Existing Customers
- Assist with setting up new accounts bill reviews, helped with digital and sales support
- Assisted customers with billing, payments, and technical support issues
- Consulted with customers to evaluate needs and determine the best service and coverage options that were best for the customer to retain customer loyalty
- Reviewed escalated customer issues and worked with the customer for resolution
- Assisted with transferred service to help customers migrate from one account to another
- Set up a customer's new account and navigate the website
- Assisted with account analysis to ensure the customer was on the right plan
- Supported with de-escalating customers to prevent churn
- Award for high performance and inducted to Verizon's Legions 28 that recognized high performing representatives
- Assisted loyalty customers…
Customer Service Representative
Verizon Wireless
08.2006 - 04.2010
- Assisted with billing, technical support tier 1 and first call resolution to reduce customer call-backs
- Provided self-serve options promoting Verizon Up rewards and advising and assisting with account analysis reviewing all offers presented for the customer on every call to make sure I'm choosing the right option and plan rightsizing the customer and choosing the best option in addition to the best interest of the company
- Navigated through customer situations and issues to ensure overall customer satisfaction
- Assisted with deescalating the customer to ensure every opportunity had been made toward meeting customer's needs
- Appointed to train New Hires as a result of exemplary performance
Education
Bachelor of Arts - Social Work
Benedict College
Columbia, SC05.2004
Diploma -
Martin Van Buren H.S
Queens, NY06.1999
Skills
- Account Management
- Promotional Support
- Credit Card Processing
- Order Fulfillment
- Technical Support
- Member Support
- Technical Troubleshooting
- Professional Telephone Demeanor
- Complaint Resolution
- Shipping and Receiving Understanding
- High-Energy Attitude
- Payment Collection
- Inbound and Outbound Calling
- Appointment Setting
- Computer Proficiency
- Call Center Operations
- Policy Review
- Problem-Solving Abilities
- Claims processing
- Policy investigations
- Damage assessment
- Accident scene investigations
- Advanced computer skills
- South Carolina claims adjuster license
- Customer service
- Problem-solving
- Attention to detail
- Empathy and patience
- Verbal and written communication
- Property claims
- Settlement management
- Customer service and support
- Payment processing
Timeline
Claims Adjuster Trainee
Progressive
03.2024 - 12.2024
Home Base Customer Service Advocate
12.2018 - 08.2023
Customer Advocate
Verizon Wireless
04.2010 - 12.2018
Customer Service Representative
Verizon Wireless
08.2006 - 04.2010
Diploma -
Martin Van Buren H.S
Bachelor of Arts - Social Work
Benedict College
Similar Profiles
MORGAN DAVISMORGAN DAVIS
Claims Generalist at ProgressiveClaims Generalist at Progressive
Shaindia Grier-StillwellShaindia Grier-Stillwell
Insurance Agent at ProgressiveInsurance Agent at Progressive
Stevie HallStevie Hall
Managed Repair Representative at ProgressiveManaged Repair Representative at Progressive
Jason SpielmanJason Spielman
Managed Repair Representative at ProgressiveManaged Repair Representative at Progressive
Elena NicoaraElena Nicoara
Host, Servers Assistant, Cashier at Two Cities Pizza Co.Host, Servers Assistant, Cashier at Two Cities Pizza Co.