Summary
Overview
Work History
Education
Skills
Certification
Technologyprofile
Timeline
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Nicholas Grimes

Katy,TX

Summary

Dynamic customer service professional with a strong focus on customer service management and process improvement, complemented by extensive experience as an ethical auto claims adjuster. Proven ability to efficiently handle multiple cases while consistently meeting strict deadlines, ensuring client satisfaction and trust. Expertise in assessing loss levels for auto claims and determining fair compensation, supported by exceptional organizational and communication skills. Committed to delivering high-quality service and fostering positive client relationships in every interaction.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sr. Customer Experience Representative

Root Insurance
04.2025 - Current
  • Delivered exceptional service through inbound call handling, fostering strong customer relationships by building rapport and trust.
  • Utilized internal systems to research and resolve complex customer inquiries accurately and efficiently.
  • Educated and advised customers on insurance coverage options, aligning recommendations with individual needs, goals, and risk tolerance.
  • Independently identified and recommended appropriate insurance products and coverage amounts.
  • Created personalized quote options and clearly communicated policy details, including coverage limits.
  • Consistently met and exceeded key performance indicators (KPIs) and monthly business targets.
  • Maintained active Personal Lines insurance license through required continuing education.
  • Ensured prompt, friendly, and accurate responses to customer inquiries, contributing to a consistently positive experience.
  • Demonstrated adaptability and success in navigating ambiguous and dynamic work environments

Physical Damage Auto Adjuster

Travelers
08.2022 - 10.2024
  • Conduct thorough investigations into reported auto accidents, including gathering evidence, reviewing police reports, and inspecting damaged vehicles
  • Evaluate accident circumstances and evidence to determine liability, considering insurance policies and traffic laws
  • Detect and report potential fraudulent claims by identifying red flags and conducting investigations
  • Resolved disputes between insured parties and repair facilities professionally through effective negotiation techniques when necessary.
  • Demonstrated attention to detail when reviewing estimates for accuracy, ensuring proper labor rates and parts pricing were applied consistently across all cases.
  • Prepared detailed reports, documenting all aspects of the claim process for future reference or potential litigation purposes.
  • Maintained strong relationships with local repair facilities through regular communication and networking efforts.
  • Handle Commercial Claims with proper handling and following up with company point of contact.

Customer Service Representative (Agency Response Center)

Farmers Insurance
01.2022 - 08.2022
  • Communicate with customers and agents regarding underwriting guidelines, policies, and marketing initiatives
  • Assist agents with quoting errors and resolving policy and account-related issues
  • Analyze and resolve intermediate policy and account questions from internal and external customers
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Personal Shopper

Shipt INC
12.2019 - 01.2022
  • Efficiently shop and deliver orders, minimizing product damage
  • Maintain constant communication with clients to ensure satisfaction
  • Follow CDC guidelines to ensure a safe customer experience
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.

Subject Matter Expert

United HealthCare
01.2016 - 12.2019
  • Resolve complex issues and manage performance metrics
  • Mentor peers and provide coaching and feedback
  • Handle billing escalations and resolve issues related to member rates, credit, and payments
  • Specialized in various systems including Microsoft Office, CSP Facets, and Care One

Customer Care Professional

United HealthCare
01.2014 - 01.2016
  • Responded to complex calls regarding benefit eligibility and issues from bilingual members
  • Provided excellent customer service and achieved performance metrics such as schedule adherence and quality standards
  • Acted as a Critical Response Group intern, assisting with urgent issues and provider searches
  • Conducted training for new hires and ensured compliance with SOPs and HIPAA

Education

Personal Lines License -

Insurance Certification
04-2025

All-lines Adjuster -

Texas Adjuster School
09-2022

A+ Certification - undefined

Houston Community College
01.2012

Skills

  • Excellent Customer Service Skills

  • Strong Organizational Skills

  • Creative Problem Solver

  • Process Management

  • Microsoft Office Expert

  • Excellent Communication Skills

  • Call center experience

Certification

Personal Lines Adjuster License 04/2025

Technologyprofile

Windows XP, Vista, 7, Mac OS, Fax/Modems, Routers, Desktop/Notebooks, Tablets, CSP Facets, RX Solutions, Insight, Qfinity, IEX Totalview, PeopleSoft, Witness Monitoring System, WFM

Timeline

Sr. Customer Experience Representative

Root Insurance
04.2025 - Current

Physical Damage Auto Adjuster

Travelers
08.2022 - 10.2024

Customer Service Representative (Agency Response Center)

Farmers Insurance
01.2022 - 08.2022

Personal Shopper

Shipt INC
12.2019 - 01.2022

Subject Matter Expert

United HealthCare
01.2016 - 12.2019

Customer Care Professional

United HealthCare
01.2014 - 01.2016

A+ Certification - undefined

Houston Community College

Personal Lines License -

Insurance Certification

All-lines Adjuster -

Texas Adjuster School

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