Summary
Overview
Work History
Education
Skills
Timeline
Generic

Octavia Monroe

Mesquite

Summary

Dynamic Auto Claims Adjuster with expertise from State Farm, adept at claims handling and customer service. Proven track record in enhancing customer satisfaction through effective communication and problem-solving. Skilled in policy interpretation and damage assessments, ensuring timely resolutions and fostering client trust. Committed to delivering exceptional service in high-pressure environments.

Overview

11
11
years of professional experience

Work History

Auto Claims Adjuster

State Farm
10.2022 - Current
  • Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
  • Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
  • Documented all findings in concise reports.
  • Enhanced customer satisfaction by efficiently managing auto claims and providing prompt resolutions.
  • Established an effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
  • Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
  • Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
  • Streamlined the claims process by effectively coordinating with repair shops and rental car companies.

Customer Service Representative

Willis Towers Watson
09.2018 - 10.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Customer Service Representative

T-Mobile, Custom Wireless
02.2015 - 08.2018
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

Trade Certificates - Medical Billing

UEI College
San Diego, CA
11.2009

High School Diploma - General Studies

Crawford High School Diploma
San Diego, CA
06.2003

Skills

  • Claims handling
  • Policy interpretation
  • Claims investigation
  • Insurance regulations knowledge
  • Multi-line phone system
  • Insurance regulations
  • Claims investigations
  • Customer service expertise
  • Appointment scheduling
  • Damage assessments
  • Insurance policy knowledge
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Excellent communication
  • Active listening
  • Adaptability and flexibility
  • Effective communication
  • Claims processing
  • Professionalism

Timeline

Auto Claims Adjuster

State Farm
10.2022 - Current

Customer Service Representative

Willis Towers Watson
09.2018 - 10.2022

Customer Service Representative

T-Mobile, Custom Wireless
02.2015 - 08.2018

Trade Certificates - Medical Billing

UEI College

High School Diploma - General Studies

Crawford High School Diploma

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