Nikki Wilburn
Claim Specialist
Stone Mountain,GA
Summary
Experienced Office Professional with focus on claims evaluation and resolution. Adept at analyzing complex information, negotiating settlements, and ensuring compliance with regulations. Known for strong teamwork and adaptability. Skilled in customer communication, conflict resolution, and decision-making. Highly dependable, ethical, and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
Work History
Claim Specialist
State Farm
Atlanta, GA
05.2024 - Current
- Investigate, evaluate, negotiate, and resolve claims efficiently by applying knowledge of policies and insurance regulations to determine coverage, liability, and damages.
- Manage a high volume of inbound and outbound calls, tailoring each interaction to the specific details of the claims, including written correspondence and electronic communication.
- Handle tasks efficiently through queue-driven workflows while multitasking in a fast-paced call center environment.
- Deliver personalized, compassionate, and straightforward support to customers, ensuring a positive experience.
- Recognized with the Good Act Reward in 2025 for outstanding team support and dedicated services.
Customer Service Administrator
Lowes Home Improvement Stores
Alpharetta, GA
04.2018 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns dealing with monetary transactions.
- Streamlined workflow processes for improved productivity and better overall cash flow accuracy and reconciliation.
- Collaborated with cross-functional teams to identify opportunities for fraudulent activities, scams, and errors and implement necessary changes.
- Trained new team members on company policies, procedures, and best practices to ensure consistent service quality across the board.
Inside Sales Coordinator
ADTRAN Network NA, Inc.
Norcross, GA
10.2019 - 10.2023
- Increased sales revenue by establishing strong relationships with multimillion-dollar clients.
- Streamlined international invoice process for improved efficiency and customer satisfaction.
- Managed the processing of sales orders, ensuring accuracy and timeliness from placement to delivery.
- Handled complex client issues regarding products, pricing, and availability expertly by liaising between various internal departments such as finance or production teams when necessary.
- Engaged clients through effective communication and interpersonal skills, which helped to develop lasting relationships.
- Maintained accurate records of all sales activities, including contracts, proposals, quotes, follow-ups, and customer communications.
Claims Adjuster
Safe Guard Products International, LLC
Atlanta
01.2017 - 10.2019
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Conducted thorough investigations of complex warranty claims, gathering evidence and analyzing relevant documentation.
- Developed strong relationships with repair vendors, ensuring quality service and fair pricing for clients in need of repairs after an incident.
Administrative Assistant
Discover Staffing
Alpharetta, GA
03.2016 - 01.2017
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Bachelor of Science - Criminal Justice
Westwood College - Denver North
Denver, CO07.2010
Skills
- Scheduling Appointments
- Interdepartmental Communication
- Data Management
- Escalation Management
- Issue Resolution
- Meeting Deadlines
- Research
- Data Entry
- Cash Handling
- Customer Retention
- Quality Assurance
- Problem Solving
- Time Management
- Adaptability
- Written Communication
- Analytical Skills
- Proficient in Microsoft Office
- Skilled in SAP, SalesForce, Workday, CMS, Sharepoint, Ariba
Timeline
Claim Specialist
State Farm
05.2024 - Current
Inside Sales Coordinator
ADTRAN Network NA, Inc.
10.2019 - 10.2023
Customer Service Administrator
Lowes Home Improvement Stores
04.2018 - Current
Claims Adjuster
Safe Guard Products International, LLC
01.2017 - 10.2019
Administrative Assistant
Discover Staffing
03.2016 - 01.2017
Bachelor of Science - Criminal Justice
Westwood College - Denver North