Meresha Benson
Customer service
Birmingham,AL/USA
Summary
Dynamic and empathic customer service professional with over 7 years of experience in insurance claims and client relations. Demonstrated ability to handle high call volumes, resolve complex issues, and consistently deliver outstanding service. Skilled in utilizing active listening and problem-solving techniques to enhance customer satisfaction. Efficient in task handling, effective time management, and adept at handling a diverse range of customer inquiries. Seeking opportunities to further enhance communication expertise and multitasking abilities in a call center environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Annuity Customer Service Specialist
Protective
06.2023 - 08.2024
- Provided exceptional customer service and support to clients regarding annuity products including, fixed, indexed, and variables.
- Assisted policy holders, financial advisors, and internal partners with inquiries related to contract values, policy provisions, payouts, withdrawals, beneficiary changes, and tax related questions.
- Resolved escalated issues efficiently, while maintaining a focus on customer satisfaction and retention.
- Consistently met or exceeded performance metrics including call quality, customer satisfaction, and resolution time.
Auto Claims Adjuster
Allstate Insurance
07.2018 - 05.2022
- Research files to determine liability, communicate decisions verbally via correspondence to all necessary parties involved.
- Discussed logical decisions with customers.
- Research claims with SIU involvement, processed payments, denied claims due to lack of evidence, etc.
- Analyze data, evaluate facts and negotiate solutions to problems of diverse intricacies.
- Close all applicable coverage to bring all claims to closure to reduce financials pending.
- Obtained recorded statements, evaluated auto estimates to determine the formal target days for vehicle repairs.
- Converse with Body Shops to discuss repair methodology as well as repair timelines.
- Manage rental durations based on estimate review, method of inspections, repair methodology, necessary parts, etc.
Rental Processor
Allstate Insurance
02.2018 - 07.2018
- Evaluate auto estimates to determine the formal target days for vehicle repairs.
- Consult with vendors to obtain vehicle repair status updates.
- Review information documented in file notes to determine proper procedures and implementation of the rental standard process.
- Advise policy holders rental end dates and coverage limits.
Claims Service Specialist/Subro rep
Allstate Insurance
05.2016 - 01.2018
- Contact 3rd party carriers and claimants to build Allstate case for subrogation.
- Converse with at fault parties regarding liability.
- Established payment arrangements with parties involved.
- Issued subrogation payments.
- Effectively managed a constant volume of auto claims daily.
- Research auto policies to advise customers proper coverage applies.
- File first notice of loss claims.
- Set up method of inspections.
- Close all applicable coverage to bring all claims to closure to reduce financials pending.
Education
Nursing License - Nursing
Metro Tech Community College
Oklahoma City, OK01.2010
Skills
- Active listening
- multitasking
- call handling systems (avaya, etc)
- knowledge base navigation
- Comfortable with multiple software systems
- Team leader experience
- Problem resolution
- team collaboration
- Essential at providing guidance to employees to improve results
Certification
Property and Casualty license, 15 states
Timeline
Annuity Customer Service Specialist
Protective
06.2023 - 08.2024
Auto Claims Adjuster
Allstate Insurance
07.2018 - 05.2022
Rental Processor
Allstate Insurance
02.2018 - 07.2018
Claims Service Specialist/Subro rep
Allstate Insurance
05.2016 - 01.2018
Nursing License - Nursing
Metro Tech Community College
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