Richard Engles
Glendale,United States
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
4
4
years of professional experience
Work History
Associate Auto Adjustor
USAA Insurance
Phoenix, AZ
12.2023 - Current
- Investigated vehicle damage, estimated repair costs and determined liability.
- Conducted research on state laws and regulations related to auto insurance claims.
- Analyzed accident reports, medical records and other documents to determine the extent of coverage.
- Maintained detailed records of all claim activity and provided updates to management.
- Resolved disputes between claimants, insurers and third-party vendors.
- Negotiated settlements with claimants in an effort to reduce overall costs for the company.
- Reviewed appraisals for accuracy and completeness before submitting them for approval.
- Provided customer service by responding to inquiries from policyholders regarding their claims status.
- Monitored payment schedules to ensure timely disbursement of funds.
- Collaborated with attorneys and outside investigators when necessary.
- Met regularly with adjusters from other companies in order to exchange information about cases.
- Evaluated existing policies and procedures for effectiveness in resolving auto claims issues.
- Processed new applications for auto insurance coverage according to established guidelines.
- Researched and verified insurance policy coverage.
- Evaluated extent of damage and documented findings.
Customer Resolution Specialist
Carvana
Tempe, AZ
03.2021 - 08.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Fraud Detection Analyst
PSCU Financial Services
Phoenix, AZ
07.2020 - 01.2021
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Tracked chargeback activity to identify best practices for determining fraud.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Served as primary contact for fraud claim inquiries.
- Made recommendations for closing accounts and performed associated follow-up.
- Prepared, documented and assembled evidence for potential prosecution and civil litigation.
- Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
- Documented investigative findings in reports.
Customer Service Representative
Ashley Furniture Warehouse
Glendale, AZ
12.2019 - 05.2020
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Made outbound calls to obtain account information.
Education
Associate of Arts - Business
Glendale Community College
Glendale, AZ05.2011
Skills
- Creative Problem Solving
- Data Entry
- Order and Refund Processing
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Customer Account Management
- Understanding Customer Needs
- CRM Software
- De-escalation Techniques
- Upselling Products and Services
- Data Entry and Maintenance
- Building Customer Trust and Loyalty
- Call Documentation
- Customer Service
- Customer Retention Strategies
- POS Systems and Ordering Platforms
- Remote Office Availability
- Inventory Management
- Inter-Department Collaboration
- Microsoft Office
- Computer Proficiency
- Call Volume and Quality Metrics
- Salesforce CRM
Timeline
Associate Auto Adjustor
USAA Insurance
12.2023 - Current
Customer Resolution Specialist
Carvana
03.2021 - 08.2022
Fraud Detection Analyst
PSCU Financial Services
07.2020 - 01.2021
Customer Service Representative
Ashley Furniture Warehouse
12.2019 - 05.2020
Associate of Arts - Business
Glendale Community College
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