Margo Lee
Texarkana,Texas
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Inside Property/Auto Adjuster
Pilot Catastrophe Services
Mobile, AL
10.2020 - 05.2023
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Assessed damage to properties, 1st and 3rd party liability and setup rental accordingly.
- Verified details with policyholders and requested additional information.
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
- Negotiated settlements with customers and lien holders paid out large loss settlements and obtained necessary documents to process titles for branding.
- Determined salvage value for total-loss vehicles.
- Managed heavy workload of 80+ ongoing claim files thanks to strong organizational, time management and collaboration skills.
Sr. Customer Relations Manager
AutoSmart Acceptance Corporation
Texarkana, Texas
08.2013 - 08.2019
- Updated customer accounts with interactions, payments and personal information.
- Routinely contacted account holders with balances over 1 day past due to resolve delinquencies.
- Researched and resolved collections disputes to maintain customer relationships
- Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Educated team members on strategies for minimizing repossession's and loss collateral.
- Fulfilled customer requests in accordance with established processes and procedures, providing necessary updates and resolution.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Identified high priority situations and took appropriate escalation actions to resolve issues.
- Coordinated the approval or rejection of extensions of credit for auto repairs, unpaid sales tax, impounded vehicles and refinances.
- Monitored multiple databases to keep track of all company inventory.
- Assisted the CFO with the production of the monthly financials, management reports and detailed employee bonus totals.
Recovery Specialist
West Asset Management
Texarkana, AR
04.2009 - 12.2012
- Assisted borrowers to process payments and bring delinquent accounts current by way of loan modification.
- Updated and verified receipt of personal financial information via telephone, fax, mail or online imaging system.
- Maintained a successful quality assurance average of 95% or greater while providing training to over 50 staff members.
- Properly directed inbound/outbound calls in a phone queue to improve call flow and demonstrated mastery of a customer service call script within specified time frames.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Ranked in top 10% for customer satisfaction among 300 competing Recovery Specialist.
- Completed up to 250 outgoing calls per day according to assigned call list.
Education
High School Diploma -
Texas High School
Texarkana, TX01-2000
Skills
- Reliable
- Strong communication skills
- Excellent time management skills
- Analytical
- Detail-oriented
- Claims file management processes
- Problem-solving abilities
- Office equipment proficiency
- Customer relations
- MS Office proficiency
Timeline
Inside Property/Auto Adjuster
Pilot Catastrophe Services
10.2020 - 05.2023
Sr. Customer Relations Manager
AutoSmart Acceptance Corporation
08.2013 - 08.2019
Recovery Specialist
West Asset Management
04.2009 - 12.2012
High School Diploma -
Texas High School
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