Priscilla Steward
Claims or Customer Care
Columbus,OH
Summary
Talented Claims and Intake Specialist offering nearly twenty years of experience in customer service and claims handling including but not limited to summarizing data with speed and efficiency. Connects with customers easily to provide thoughtful and compassionate assistance. Manages customer files and prioritizing tasks to achieve optimal productivity. Professionally a great asset to a company willing to offer a challenging position equivalent to my background and experience.
Overview
18
18
years of professional experience
Work History
SR INTAKE REPRESENTATIVE
ENCOVA INSURANCE
11.2004 - Current
- Process First Notice of Loss insurance claims for auto and homeowner losses.
- Receive inbound and make outbound calls from providers, insurance agents, claimants and insureds for pertinent insurance information.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of available services and creating welcoming, positive experiences.
- Answer constant flow of customer calls with minimal wait times.
- Educate customers about claims processing and direct them to appropriate support departments for policies and procedures assistance.
- Meet customer call guidelines for service levels, handle time and productivity.
- Investigate and resolve customer inquiries and complaints quickly.
- Provide primary customer support to internal and external customers.
- Participate in team meetings and training sessions to stay informed about updates and changes.
- Seek ways to improve processes and services provided.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listen to customers, handled concerns quickly and escalated major issues to supervisor.
- Exhibit high energy and professionalism when dealing with customers and staff.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Develop highly empathetic client relationships and work to consistently exceed service standard goals.
- Handle customer inquiries and suggestions courteously and professionally.
SALVAGE ADJUSTER
ENCOVA INSURANCE
02.2015 - 05.2016
- Examined claims documents and other records to determine insurance coverage. This position was within the tenure of my employment and lasted for a little over a year.
- Analyzed information gathered by investigations to report findings and recommendations.
- Made contact with claimants, insureds, body shops and other entities as needed as it pertained to relative claim handling procedures either via telephone or correspondence handling.
- Issued payments to vendors, insureds, claimants and medical providers as required for claim handling.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Documented all investigation activity as needed for claim processing.
- Organized, planned and documented materials for auto claims.
Education
Associate of Science - Criminal Justice
Ohio University
Athens, OH06.2014
Skills
- Group and Individual Instruction
- Records Management
- Tact and Sensitivity
- Customer Service and prior claims handling skills
- Compassionate Communication
- Data Entry
- Customer Inquiries
- Payment Processing
- Claim Processing
- Fact-Checking Skills
- Clerical Support
- Focused Observation
Timeline
SALVAGE ADJUSTER
ENCOVA INSURANCE
02.2015 - 05.2016
SR INTAKE REPRESENTATIVE
ENCOVA INSURANCE
11.2004 - Current
Associate of Science - Criminal Justice
Ohio University
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