Monica Brooks
Indianapolis ,IN
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
Work History
GOLD SERVICE REP
Liberty Mutual
11.2020 - Current
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained productivity and quality standards at all times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Accepted payments and updated accounts with latest information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Trained staff on operating procedures and company services.
Claims Resolution Specialist
Liberty Mutual
06.2019 - 11.2020
- Explained policy coverage, liability, approvals and denials to policyholders, other involved parties.
- Coordinated services such as estimates, repairs, water mitigation and short term housing.
- Investigated issues to determine appropriate coverage and liability for property claims.
- Followed up with customers on unresolved issues.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
Claims Customer Care Associate
Liberty Mutual
03.2016 - 06.2019
- Documented customer interactions and transactions for accurate, up-to-date records.
- Provided primary customer support to internal and external customers.
- Trained new customer service representatives on best practices, policies and procedures.
- Advised customers on required information for claim submissions to progress claim process.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
State Eligibility Consultant
State Of Indiana
06.2012 - 03.2016
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
Eligibility Specialist
State Of Indiana
03.2010 - 06.2012
- Resolved discrepancies with client applications to verify eligibility.
- Communicated with people from various cultures and backgrounds on application process.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Education
Bachelor of Science - Organizational Leadership
University of Indianapolis
Indianapolis, IN05.2016
Skills
- Remote Assistance
- Payment Acceptance
- Service Recommendations
- Product and Service Knowledge
- Operational Efficiency
- Call Control
- Customer Relationship Management
Timeline
GOLD SERVICE REP
Liberty Mutual
11.2020 - Current
Claims Resolution Specialist
Liberty Mutual
06.2019 - 11.2020
Claims Customer Care Associate
Liberty Mutual
03.2016 - 06.2019
State Eligibility Consultant
State Of Indiana
06.2012 - 03.2016
Eligibility Specialist
State Of Indiana
03.2010 - 06.2012
Bachelor of Science - Organizational Leadership
University of Indianapolis
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