PETULA MC FAIL
Dallas,TX
Summary
Dynamic and results-driven professional with extensive experience in customer service and administrative support. Proven ability to manage high-volume calls, resolve complex customer issues, and maintain accurate data across multiple systems while ensuring high levels of satisfaction. Exceptional communication and organizational skills facilitate effective collaboration in both independent and team settings, adapting seamlessly to evolving demands. Proficient in CRM software, dedicated to enhancing customer interactions through empathy and problem-solving expertise, consistently delivering reliable performance.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
Crash Champions Collision Repair
09.2025 - Current
- Handle inbound calls to schedule estimates, repairs, and tow-in appointments
- Coordinate with repair shops to confirm vehicle status and updates
- Communicate with insurance adjusters to update customer information
- Send appointment confirmations via text and email
- Utilize dual monitors and systems, including Peopleware and ADP
- Prepare and submit end-of-day reports using spreadsheets
- Enhanced customer satisfaction by resolving inquiries and providing timely support.
- Streamlined communication between customers and repair teams to improve service efficiency.
- Trained new staff on customer service protocols and company policies to maintain consistency.
- Conducted follow-ups with clients post-service to ensure satisfaction and gather feedback.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Documented customer interactions in internal database to maintain customer service history details.
- Delivered prompt service to prioritize customer needs.
Sr. Billing Customer Service Representative
Gainsco Auto Insurance
02.2023 - 08.2025
- Managed high-volume inbound calls for billing and policy inquiries
- Verified accounts and updated customer information
- Processed credit card and ACH payments accurately
- Worked with AS400 system using command keys for navigation
- Assisted agents with quotes, policy updates, and coverage changes
- Handled roadside assistance requests and call routing
- Maintained detailed call notes and documentation
- Used tools including Microsoft Word, Teams, Excel, and UltiPro
- Uploaded and managed documents via ImageRight
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
Benefits Enrollment Specialist
Chime Solutions
01.2020 - 12.2022
- Assisted employees with benefits enrollment and account updates
- Guided COBRA, qualifying life events, and plan options
- Explained medical, dental, and vision coverage tiers
- Resolved complex customer issues with minimal supervision
- Used systems including ADP, Salesforce, CRM platforms, and Workforce
- Navigated softphone and IVR systems to manage call flow
- Facilitated benefits enrollment processes for diverse employee groups, ensuring compliance with regulations.
- Analyzed employee inquiries and provided solutions to enhance enrollment experiences.
- Implemented workflow enhancements that reduced processing time and increased accuracy of benefit enrollments.
- Trained new HR team members on benefits enrollment processes and best practices, ensuring a consistently high standard of service for employees.
- Reduced errors in benefit enrollments by implementing rigorous quality control checks during all stages of the process.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
Sr. Customer Service Representative
Securus Technologies, Inc.
01.2013 - 12.2019
- Handled inbound calls across multiple states for account support
- Assisted customers with account setup and troubleshooting
- Managed back-office tasks including filing, scanning, and faxing
- Processed payment verifications via Western Union and MoneyGram
- Created service tickets and resolved customer concerns efficiently
- Worked across multiple systems simultaneously (10+ applications)
- Demonstrated strong de-escalation and problem-solving skills
- Resolved complex customer inquiries and escalated issues to appropriate departments for timely resolution.
- Maintained detailed records of customer interactions using CRM software, ensuring accurate tracking and follow-up actions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
W. H ADAMSON
Dallas, TX05-1985
Skills
- Remote office availability
- Account updating
- MS office
- Multi-line phone systems
- Calm and professional under pressure
- Office equipment proficiency
- Process improvement
- Order processing
- Call documentation
- Call metrics
- Inbound call management
- Issue and complaint resolution
- Document and records management
- Account updates
- Policies and procedures adherence
- Professional telephone demeanor
- Customer service
- 40 wpm typing speed
- De-escalation techniques
- Billing adjustments and refunds
- Computer skills
- Following scripts
Timeline
Customer Experience Specialist
Crash Champions Collision Repair
09.2025 - Current
Sr. Billing Customer Service Representative
Gainsco Auto Insurance
02.2023 - 08.2025
Benefits Enrollment Specialist
Chime Solutions
01.2020 - 12.2022
Sr. Customer Service Representative
Securus Technologies, Inc.
01.2013 - 12.2019
High School Diploma -
W. H ADAMSON