Summary
Overview
Work History
Skills
Timeline
Generic

Nikki Burchett

Jacksonville,FL

Summary

Dynamic professional with extensive experience in customer support and claims processing. Proven ability to negotiate fair settlements while leading teams to foster collaboration. Skilled in CRM software and adept at resolving complex issues, ensuring high-quality service and client satisfaction. Committed to excellence in every aspect of work.

Overview

14
14
years of professional experience

Work History

DIETARY AIDE

Lakeview Behavioral Health
Jacksonville, FL
03.2025 - Current
  • Prepared and served nutritious meals to clients following dietary guidelines.
  • Supported kitchen staff with food preparation and cooking tasks.
  • Maintaining a clean and sanitary work environment, adhering to food safety regulations, and following infection control procedures.
  • Effectively communicating with residents, patients, and other staff members regarding meal service and dietary needs.

TEAM LEAD

Party City
Jacksonville, FL
03.2024 - 05.2025
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Performed store opening, closing, and shift-change actions, and kept accurate shift-change logs.
  • Balanced cash drawers at the end of each shift, ensuring accuracy in financial reporting.
  • Trained new staff on product knowledge and sales techniques.

TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE

Conduent
Remote
07.2024 - 02.2025
  • Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
  • Demonstrated excellent multitasking abilities while juggling multiple support requests, without compromising quality or efficiency.
  • Provided technical support for software and hardware issues to clients.
  • Documented customer interactions in support ticketing systems accurately.

TOTAL LOSS CLAIMS NEGOTIATOR

Goldfein Claims Management
Alpharetta, GA
07.2017 - 12.2023
  • Investigated auto damage claims to determine if a vehicle met the criteria for a total loss, based on repair estimates, market value assessments, and insurer guidelines.
  • Researched vehicle values using approved tools (e.g., CCC, Mitchell), and compared comparable vehicles in the market to ensure accurate settlement offers.
  • Communicated effectively with policyholders, third-party claimants, finance companies, and other stakeholders to negotiate fair and timely settlement amounts, while adhering to state regulations and company policy.
  • Managed the claims process from the initial report to settlement, including issuing payments, arranging vehicle pickups or salvage, and closing out files in a timely manner.

SEARCH ENGINE EVALUATOR

Appen
Remote
07.2019 - 06.2023
  • Enhanced search engine accuracy by conducting comprehensive evaluations of query results.
  • Contributed to search engine optimization by analyzing website content for relevance and quality.
  • Conducted extensive research on specific topics to ensure accurate representation within search engines.
  • Improved user experience by identifying and reporting issues in search engine algorithms.

SR. PROCESSING SPECIALIST

Assurant
Duluth, GA
01.2012 - 07.2017
  • Accurately inputted, updated, and maintained homeowners' claim data in internal systems, ensuring completeness and compliance with company standards and regulatory requirements.
  • Examined claim forms, estimates, invoices, proof of loss, and other required documents to confirm validity, and determine next steps in the claims process.
  • Identified urgent or escalated claims (e.g., catastrophe-related, high-dollar, or sensitive losses), and ensured timely and efficient processing in coordination with adjusters and supervisors.
  • Acted as a subject matter expert for junior processors, offering mentorship, coaching, and support in handling complex scenarios and system navigation.

Skills

  • Customer support
  • CRM software (Salesforce, Zendesk)
  • Technical support
  • Team leadership
  • Negotiation skills
  • Claims processing
  • Claims investigation

Timeline

DIETARY AIDE

Lakeview Behavioral Health
03.2025 - Current

TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE

Conduent
07.2024 - 02.2025

TEAM LEAD

Party City
03.2024 - 05.2025

SEARCH ENGINE EVALUATOR

Appen
07.2019 - 06.2023

TOTAL LOSS CLAIMS NEGOTIATOR

Goldfein Claims Management
07.2017 - 12.2023

SR. PROCESSING SPECIALIST

Assurant
01.2012 - 07.2017

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Nikki Burchett