MERCEDEZ LAGRONE
Dallas
Summary
Professional with focus on claims evaluation and resolution. Adept at analyzing complex information, negotiating settlements, and ensuring compliance with regulations. Known for strong teamwork and adaptability, driving results in fast-paced environments. Skilled in customer communication, conflict resolution, and decision-making.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Claims Adjuster
State Farm
05.2023 - Current
- 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.
- Reduced claim processing time by streamlining documentation and communication procedures.
- Handled complex claims involving multiple parties, navigating challenging situations with professionalism and tact.
- Managed automobile and casualty claims, ensuring accurate assessment and fair settlements.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
01.2021 - 07.2022
- Handled continuous flow of daily inbound and outbound calls with consistency and calm attitude
- Used problem-solving tactics to analyze and troubleshoot customer challenges
- Provided peer-to-peer training for incoming training classes transition to call center floor
- Documented information from callers to update records and keep notes current on issues
- Responded to telephone inquiries and complaints using standard scripts and procedures
- Communicated appropriate options to resolve issues and escalated higher-level problems to supervisor for immediate assistance
- Performed and met call handle standards in fast-paced call center environments
- Entered and updated customer data to create and modify account information
CALL CENTER AGENT
The CMI Group
09.2019 - 12.2020
- Handled continuous flow of daily inbound and outbound calls with consistency and calm attitude
- Used problem-solving tactics to analyze and troubleshoot customer challenges
- Provided peer-to-peer training for incoming training classes transitioning to call center floor
- Documented information from callers to update records and keep notes current on issues
- Responded to telephone inquiries and complaints using standard scripts and procedures
- Communicated appropriate options to resolve issues and escalated higher-level problems to supervisor for immediate assistance
- Performed and met call handle standards in fast-paced call center environments
- Entered and updated customer data to create and modify account information
TEACHER ASSISTANT
Children's Learning Adventure
06.2018 - 08.2019
- Assisted lead teacher with grading assignments, maintaining records and preparing for class sessions
- Maintained attendance records and documented information in student files according to district standards
- Reserved and set up audiovisual equipment and supplemental learning resources for classroom use
- Supported students' academic progress by providing one-on-one attention to help guide learning and comprehension
- Monitored outdoor recess and physical education activities for compliance with rules and safety guidelines
- Led small groups in planned activities, projects and reading lessons
- Observed cleaning and sanitation standards and verified proper sanitizing of classroom surfaces and equipment
- Collaborated with lead teacher to identify and address students' behavioral issues
CUSTOMER SERVICE REPRESENTATIVE AGENT
PLS Financial Services
07.2016 - 05.2018
- Answered inbound calls to greet and assist customers with various needs and questions
- Developed collaborative partnerships with customers and internal business partners to successfully solve complex problems
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Completed paperwork and entered important data in company CRM
- Trained new employees on sales and customer service techniques
- Documented detailed notes in CRM system to track customer interactions
- Completed sales payments, refunds and exchanges and issued store credit
- Addressed customer concerns and complaints and resolved issues promptly
Education
HIGH SCHOOL DIPLOMA -
Lincoln High School & Magnets
Dallas, TX05.2016
Skills
- Data Report Generation
- Multi-Line Call Handling
- Brand Advocacy
- Team Empowerment
- Client Relationship Management
- Comprehensive Understanding of Products
- Efficient Provider Identification
- Account Management
- Accurate Data Entry
- Conflict Resolution
- File Management Expertise
- Analytical Problem Solving
Certification
- Texas P&C Adjuster License
Timeline
Claims Adjuster
State Farm
05.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
01.2021 - 07.2022
CALL CENTER AGENT
The CMI Group
09.2019 - 12.2020
TEACHER ASSISTANT
Children's Learning Adventure
06.2018 - 08.2019
CUSTOMER SERVICE REPRESENTATIVE AGENT
PLS Financial Services
07.2016 - 05.2018
HIGH SCHOOL DIPLOMA -
Lincoln High School & Magnets
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