Rebecca Gray
Fort Worth,TX
Summary
Dedicated Customer Specialist with 12 years of experience in providing exceptional customer service. Proven track record of efficiently handling inbound and outbound calls while being skilled in maintaining composure, navigating tools and meeting performance targets within high-volume call center environments. Experienced in risk analysis and compliance with federal and state laws. Adept at maintaining records and demonstrating professionalism in all interactions. Possess strong negotiation skills and a warm, professional attitude. Proficient in data entry, records management, and adapting to challenging situations. Known for self-motivation, adaptability, and dedication to delivering outstanding service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Claims Specialist
State Farm Mutual Automobile Insurance Company
09.2022 - 07.2023
- Assisted customers through the claims process, delivering exceptional service
- Responded to inbound and outbound calls in a fast-paced call center environment
- Supported customers with personalized, caring interactions
- Investigated claims proactively and provided policy coverage information
- Documented all claim files with updates and adjustments to ensure accuracy and compliance
Collections Account Manager
PRA Group
02.2014 - 03.2020
- Successfully collected on delinquent accounts through strategic communication and negotiation tactics
- Developed effective negotiating points to maximize collection efforts
- Ensured compliance with Federal and State Laws throughout the collection process
- Maintained meticulous records of debtor contacts and payment arrangements
- Secured and processed payments in a timely and professional manner
Customer Care Associate
Silverleaf Resorts
04.2009 - 11.2013
- Utilized problem-solving skills to identify customer pain points and develop innovative solutions
- Resolved customer inquiries and complaints with empathy and accuracy, resulting in a high customer satisfaction score
- Created customer service training materials that improved the quality of customer service provided by team members by 46%
- Collaborated with cross-functional teams to identify trends and develop customer segmentation strategies
Education
High school diploma - History
Polytechnic High School
05.2003
Skills
- Records Management
- 10-Key Data Entry
- Complaint Handling
- Dispute Resolution
- Inventory
- AS400
- Avaya Systems
- Microsoft Windows
- Coverage assessments
Certification
- HIPAA, 12/01/17, Present
- Property & Casualty License, 11/01/22, Present
- Herbalist, 08/01/23, Present
Personal Information
Title: Customer Service Specialist
Additionalinformation - Authorizedtowork
Yes
Timeline
Claims Specialist
State Farm Mutual Automobile Insurance Company
09.2022 - 07.2023
Collections Account Manager
PRA Group
02.2014 - 03.2020
Customer Care Associate
Silverleaf Resorts
04.2009 - 11.2013
- HIPAA, 12/01/17, Present
- Property & Casualty License, 11/01/22, Present
- Herbalist, 08/01/23, Present
High school diploma - History
Polytechnic High School
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