Markisha Fallins
Kennesaw,GA
Summary
Consummate Claims Associate knowledgeable in auto claims insurance coverage, policy terms and conditions. Facilitates claims processing by cultivating productive relationships with stakeholders. Blends analytical and administrative acumen throughout investigations and recommendations. Qualified Claims Representative versed in investigating claims, verifying information and managing settlements. Friendly and upbeat team player with organized and disciplined approach. Offering 1 year of insurance experience. Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
11
11
years of professional experience
Work History
Claims Associate
State Farm Mutual Automobile Insurance Company
02.2023 - Current
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions
- Managed high-volume claim caseloads handling 50 calls per shift, ensuring accurate documentation and adherence to company policies
- Collaborated with team members to develop strategies for efficient claims processing and improved customer experiences
- Conducted thorough investigations of complex claims, utilizing research skills and attention to detail to ensure fair outcomes
Customer Service Representative
Whirlpool Corporation
10.2020 - 02.2023
- Assist with appliance maintenance, Scheduling team management, Chat support management, Up selling extended contracts by 10%
- Responded to customer requests for products, services, and company information
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Computed total costs and profit requirements for customer sales to provide accurate pricing
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates
SAP Clerk
TVS Supply Chain Solutions North America, Inc.
02.2019 - 03.2020
- Inventory management, Tracking incoming and outgoing material
- Improved inventory control with meticulous data entry and reconciliation of stock discrepancies in SAP
- Enhanced customer satisfaction by promptly addressing inquiries related to order status, product availability, and pricing through SAP system
- Entered figures using 10-key calculator to compute data quickly
Dispatcher
Assemblers Incorporated
06.2018 - 01.2019
- Reviewing customer orders confirming all information was correct, Scheduling for Technicians, Provided real-time update to customers when tech was in route
- Directed dispatching, routing, and tracking of 6 fleet vehicles
- Closely monitored dispatch board to triage and prioritize over 60 daily calls
- Sent out drivers to assist 10 hourly callers based on locations, needs and worker availability
Customer Service
T-Mobile
08.2016 - 06.2018
- Resolve customer issues with tools, knowledge, and support, Personalize every interaction and provide solutions to take care of customers and create lifelong customer, Make recommendations that make sense for customers in helping them get most out of their experience
- Provided quality customer service to earn satisfaction ratings of 100%
- Received superior customer service satisfaction scores for 90% consecutive quarters
Customer Service Representative
Convergys
09.2013 - 07.2016
- Reporting/escalating issues through appropriate channels, Maintain basic knowledge of client products and/or services, Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with customer, Track, document and retrieve information in call tracking database, Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to customer
- Answered constant flow of customer calls with minimal wait times
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Cashier
WALMART
02.2013 - 09.2013
- Cash handling, Maintain knowledge of merchandise, store policies/guidelines and sales promotions, Verifying age on restricted merchandise
- Lifted up to 35 pounds at once and used forklift to move heavier loads
Education
High school or equivalent -
Ooltewah High School
Ooltewah, TN01.2009
Skills
- MS Excel
- MS Word
- MS PowerPoint
- Customer Care
- Call Center
- Customer Service
- CSR
- Customer Support
- Excel
- Shipping & Receiving
- Microsoft Word
- Microsoft Office
- SAP
- Data Entry
- Inventory Control
- Multilingual
Awards
Special Achievement, 03/01/16, Team member of the month
Timeline
Claims Associate
State Farm Mutual Automobile Insurance Company
02.2023 - Current
Customer Service Representative
Whirlpool Corporation
10.2020 - 02.2023
SAP Clerk
TVS Supply Chain Solutions North America, Inc.
02.2019 - 03.2020
Dispatcher
Assemblers Incorporated
06.2018 - 01.2019
Customer Service
T-Mobile
08.2016 - 06.2018
Customer Service Representative
Convergys
09.2013 - 07.2016
Cashier
WALMART
02.2013 - 09.2013
High school or equivalent -
Ooltewah High School
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