Nelida Arce
South Elgin,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
General Liability Claims Adjuster
Travelers Insurance
Downers Grove , IL
10.2021 - Current
- Negotiated settlements with claimants or their representatives.
- Ensured compliance with all state insurance regulations governing claim handling procedures.
- Reviewed medical records to assess liability and damages.
- Investigated and evaluated claims to determine liability and damages.
- Resolved claims in a timely manner according to established procedures.
- Maintained contact with insureds, claimants, witnesses, attorneys, medical providers and others involved in the claims process.
- Documented claim files accurately and completely.
- Completed required investigations on referred files within established timeframes.
- Managed caseload effectively, prioritizing urgent or high-value claims for prompt attention.
- Gathered information from various third parties to determine claim acceptability.
- Engaged in continuous learning to stay current with industry trends and best practices in claims management.
Customer Service Manager
State Farm
Streamwood, IL
06.2019 - 10.2021
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Assistant Customer Service Manager
Pronto Finance
Schaumburg, IL
09.2016 - 06.2019
- Participated in regular meetings with senior management concerning strategic planning initiatives aimed at enhancing overall customer experience.
- Created reports outlining customer service metrics and trends.
- Analyzed data to identify opportunities for improvement in service delivery.
- Identified training needs to improve customer service quality.
- Maintained records of all customer interactions and transactions.
- Coordinated with other departments within the organization to ensure smooth operation of all activities related to providing services for clients.
- Developed strategies to increase customer satisfaction levels.
- Implemented processes to ensure accurate and efficient order fulfillment.
Education
Bachelor of Arts - Spanish
DePaul University
Chicago, IL05-2016
Skills
- Claims investigation
- Settlement negotiation
- Regulatory compliance
- Medical record review
- Claims documentation
- Caseload management
Languages
Spanish
Professional
Timeline
General Liability Claims Adjuster
Travelers Insurance
10.2021 - Current
Customer Service Manager
State Farm
06.2019 - 10.2021
Assistant Customer Service Manager
Pronto Finance
09.2016 - 06.2019
Bachelor of Arts - Spanish
DePaul University
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