Summary
Overview
Work History
Education
Skills
Timeline
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Nakia Wiley

Richmond Heights,OH

Summary

Results-oriented professional with 15+ years of experience in administrative assistant, customer service, and managerial roles. Extensive knowledge of customer and managerial services, principles, and practices. Proven track record in providing comprehensive assistance to clients and resolving complex issues using established procedures. Highly collaborative with advanced communication and problem-solving abilities.

Overview

15
15
years of professional experience

Work History

Loss Assignor

Progressive Insurance
Mayfield, Ohio
03.2016 - Current
  • Assigns claims to appropriate claim representatives based on representatives' workload and experience in a timely manner
  • Responsible for assigning losses and dispatching tasks within the established territory
  • Recognize any potential claims issues and distinguish between minor and major claims issues
  • Evaluate attributes of incoming claims to triage claim to appropriate claim's representative
  • Accurately assigns claim or dispatch task based upon the nature of work and training, expertise and skills, and territory of the representative, collaborating with dispatch and field leaders
  • Manages requests to add/schedule dispatch tasks based on resource capacity
  • Effectively uses loss assignment database and multiple dispatch assignment tools to manage workload and territory
  • Dispatches field tasks based upon customer need, claims representative expertise, and availability using our assignment platform
  • Recognizes any potential claims issues, distinguishing between minor and major claims issues
  • Cross-trained in several assigning functions
  • Accurately assigning in ESUB, NCRT, Outbound Subrogation, Real Time Dispatch, Real Time PEG
  • Provided customer service support to policyholders, claimants, and agents over the phone or via email
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support

Administrative Assistant

D – VIP LLC
Cleveland, Ohio
12.2011 - Current
  • Collect monthly rent from tenants and contract owners
  • Posting payments and recording any payment discrepancies
  • Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials
  • Prepared expense reports on behalf of executives in accordance with company policies and procedures
  • Responsible for collection, evictions, and payment plans
  • Managing over 25 contractors, contracts, and spending expenses
  • Coordinate and schedule office meeting, traveling arrangements, truck rental, and other miscellaneous office duties
  • Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors
  • Handled client correspondence and tracked records to foster office efficiency
  • Conduct interview for contracts, explaining regulations of contract per dwelling
  • Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records
  • Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel

Real Estate Estimator

Safeguard Properties
Cleveland, Oh
03.2015 - 11.2015
  • Obtains bids from vendors and subcontractors by specifying materials, identifying qualified subcontractors, and negotiating price
  • Computes cost of material and labor by zip code/state per software
  • Reviewing damaged photos of rental properties and building properties
  • Interacting with vendors regarding estimate discrepancies
  • Maintain quality service by following organization standards
  • Analyzed designs and performed accurate cost analysis
  • Prepared material orders to complete projects on time and within budget
  • Compiles data from suppliers to update material pricing databases as needed
  • Provides input into cost control processes including budget preparation and tracking
  • Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations
  • Calculated correct costs for project-specific goods and services by gathering information from team members, subcontractors, and vendors

Administrative Assistant (Seasonal)

Southgate Bowling Lanes
Maple Heights, OH
09.2010 - 01.2013
  • Order food supplies for the kitchen, maintain records for food inventory
  • Coordinate, proofread, correct all ledge scores
  • Maintain bookkeeping, inventory for basic functions of bowling alley, including kitchen, bar
  • Assisted in payroll, balancing, and deposit of daily and weekly funds
  • Created and maintained menu per season
  • Assigning schedules, breaks for 25-plus employees
  • Executed record filing system to improve document organization and management
  • Interacted with vendors, contractors, professional services personnel to receive and verify order quantity
  • Developed updated spreadsheets and databases to track, analyze, and report on performance sales data
  • Arranged rapid office equipment repair and maintenance with vendors
  • Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service

C/S Supervisor

Catastrophe Management Solution
Hudson, OH
08.2009 - 10.2011
  • Organizing and directing daily activities concerning call center operations
  • Monitor agents and calculate call center performance, and analyze reports
  • Handles high volume of complex inbound calls, and may also include correspondence to catastrophes and other insurance issues
  • Develop schedules to control adequate staffing levels
  • Managed 80 plus reps in this call center
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
  • Maintained compliance with company policies, objectives, and communication goals
  • Worked with the management team to implement a proper division of responsibilities
  • Developed training, task, and process guidelines and communicated clear and concise directions to employees
  • Interviewed, hired, and trained new employees for CAT season
  • Introduced team contests and goals to enhance productivity, improve employee morale

Education

Associate of Arts - Culinary Arts

Cuyahoga Community College
Cleveland, OH
12.2024

Skills

  • Exceptional Customer Reasoning skills
  • Multitasking
  • Analytical and Critical Thinking
  • Work Prioritization
  • Problem-solving capabilities
  • Account Management
  • Schedule mastery
  • Task Prioritization
  • Teamwork skills
  • Skilled multi-tasker

Timeline

Loss Assignor

Progressive Insurance
03.2016 - Current

Real Estate Estimator

Safeguard Properties
03.2015 - 11.2015

Administrative Assistant

D – VIP LLC
12.2011 - Current

Administrative Assistant (Seasonal)

Southgate Bowling Lanes
09.2010 - 01.2013

C/S Supervisor

Catastrophe Management Solution
08.2009 - 10.2011

Associate of Arts - Culinary Arts

Cuyahoga Community College

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Nakia Wiley