Randi Hernandez
Glendale,AZ
Summary
Experienced Insurance Representative successful at managing high caseloads in fast-paced environments. Well versed, in investigating claims and verifying information. Organized, driven and friendly team member with excellent problem-solving abilities. Offering 3 years of insurance experience and willingness to take on any challenge.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Associate
State Farm Mutual Automobile Insurance Company
09.2023 - Current
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions.
- Reduced claim resolution time by improving communication between departments and prioritizing urgent cases.
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies, while prioritizing tasks for timely completion.
- Conducted thorough investigations to validate claim details and determine appropriate coverage.
- Maintained strong working relationships with policyholders, improving overall communication during the claims process.
Customer Experience Specialist
Lemonade Insurance Company
09.2020 - 04.2022
- Built strong relationships with clients through consistent communication and excellent customer service.
- Maintained accurate records of accounts and lender information for multiple clients
- Answered calls to assist with Emergency Claims that would displace our clients
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on importance of adequate insurance coverage.
- Streamlined customer support processes for increased efficiency and faster resolution times.
Customer Service Representative
PayPal Credit/Venmo
12.2017 - 10.2019
- Responded to customer requests for Products & Services (credit statements, balance payments, card declines, request for refunds)
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Consistently reinforcing importance of empathy, understanding, and patience in all interactions with customers.
Customer Service Representative- HSA Accounts
United Healthcare Group - OPTUM Financial
10.2016 - 01.2017
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Skills
- Responsible and reliable
- Communication & Organization
- Detail oriented
- Resourceful
- Managing multiple programs & software tools
- Time Management
- Adaptability and Flexibility
- Ability to multi-task
- Conflict Resolution & Decision-Making
- Works well under pressure
Certification
- Licensed Claim Adjuster (General Line-All), State Farm Mutual Automobile Company- September 2023- current
- Licensed Insurance Producer (Property & Casualty), Lemonade Insurance Company - August 2021- 2023
Timeline
Claims Associate
State Farm Mutual Automobile Insurance Company
09.2023 - Current
Customer Experience Specialist
Lemonade Insurance Company
09.2020 - 04.2022
Customer Service Representative
PayPal Credit/Venmo
12.2017 - 10.2019
Customer Service Representative- HSA Accounts
United Healthcare Group - OPTUM Financial
10.2016 - 01.2017
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