Millicent Walker
Macon,GA
Summary
Results-driven insurance and sales professional with over 10 years of experience in claims handling, customer service, retail management, and insurance needs. Proven ability to resolve complex claims, build strong customer relationships. Skilled in negotiation, problem-solving, and delivering exceptional customer service while maintaining compliance with company regulations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Claims Specialist
State Farm
04.2024 - Current
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Manage 40+ claims weekly with 95% customer satisfaction.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Enhanced customer satisfaction by efficiently managing total loss claims and providing timely resolutions.
- Implemented cost-saving strategies during negotiations with repair facilities, reducing overall expenses for the company.
- Upheld the integrity of the claims process by consistently adhering to ethical guidelines and maintaining confidentiality when dealing with sensitive client information.
Express Claims Associate
Allstate Insurance
01.2022 - 04.2024
- Treat customers respectfully and compassionately
- Solve problems, make decisions and take action
- Conduct research, estimate damage and investigate details
- Create and maintain business relationships
- Work as a team within their own department and other groups
- Support Allstate's commitment to the highest ethical standards
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
Insurance Agent
GEICO
11.2020 - 01.2022
- As a sales agent I provide outstanding service and show our customers the value that comes with being a GEICO policyholder.
- I prepare insurance quotes, advise customers on coverage, and convert quotes into new policies - all without making a single cold call.
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
Retail Store Manager
Cracker Barrel
10.2019 - 11.2020
- A retail sales manager is responsible for the day-to-day operations of a retail store and oversees salespeople, customer service representatives and other employees.
- Retail sales managers interview, hire and train new employees.
- They also prepare schedules and assign duties for current employees.
- Retail sales managers often work nights, weekends and holidays and may personally handle customer complaints.
- Follows Cracker Barrel Old Country Store operational policies and procedures to ensure the safety of all employees and guests during each shift.
- Answer the telephone in a pleasant manner and ensure the Guest's needs are met.
- Maintains a clean and organized workspace.
- Maintains regular and punctual attendance.
- Responsibilities Maintain regular and consistent attendance and punctuality, with or without reasonable accommodation.
Sales Supervisor
Macy's
09.2017 - 10.2019
- Managing Sales Staff.
- It is the responsibility of the sales supervisor to guide and motivate the sales team, which may include sales representatives, sales agents and cashiers.
- When the sales team is not meeting their sales targets, the sales supervisor implements appropriate strategies to improve sales.
- Fulfillment selling.
- Create a positive, inclusive work environment resulting in retention of the best people and turnover reduction.
- Coordinate Associate vacation scheduling and paid time off for Sales Manager's total area of responsibility.
- Regular, dependable attendance & punctuality.
- Coach Associates to consistently deliver effective selling behaviors resulting in high customer engagement.
- Review & utilize Associate Scorecards to provide recognition; partner with Sales Manager to develop and communicate strategies to improve results.
- Drive and exceed sales goals by executing Macy's initiatives.
- Lead the push toward selling through coaching and recognition.
- Review reports, identify deficient areas and partner with Sales Manager to implement action plans.
Assistant Manager
Jimmy Jazz
01.2012 - 01.2017
- Initiated rollout of new enterprise software solution for sales reporting.
- Trained, coached and mentored staff to ensure smooth adoption of new program.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Developed and rolled out new policies.
- Increased profits by 60% in one year through restructure of business line.
- Drove the short-term and advanced promotional planning processes.
- Maintained up-to-date account distribution information.
- Encouraged development of new cashiers with positive reinforcement.
- Received and processed customer payments.
- Developed standard operating procedures.
- Put out new stock and rotated existing products.
- Analyzed purchases for signs of fraud.
Education
High school diploma - Business Administration
Central Georgia Technical College
Skills
- Account Management
- Claims Management
- Negotiation & Conflict Resolution
- Microsoft office (Excel, Word, Powerpoint)
- Team Leadership & Training
- Sales Strategy $ Revenue Growth
- Customer Service
- Fraud Detection & Investigation
- Insurance Sales
- Customer Relationship Management
- Time Management & Organization
Certification
Property & Casualty License
Timeline
Claims Specialist
State Farm
04.2024 - Current
Express Claims Associate
Allstate Insurance
01.2022 - 04.2024
Insurance Agent
GEICO
11.2020 - 01.2022
Retail Store Manager
Cracker Barrel
10.2019 - 11.2020
Sales Supervisor
Macy's
09.2017 - 10.2019
Assistant Manager
Jimmy Jazz
01.2012 - 01.2017
High school diploma - Business Administration
Central Georgia Technical College