Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Roxann Valadez

Wheeling,WV

Summary


High-energy Claims customer Service Representative with 13 years of experience responding to customer insurance inquiries and assisting with claims. Proficient computer and multi-tasking skills and to function in fast-paced inbound call center environment.

Overview

16
16
years of professional experience

Work History

Claims Customer Service Associate

Liberty Mutual
Wheeling, WV
05.2010 - Current
  • Answered incoming phone calls to assist customers with filing claims for personal and business lines claims.
  • Reviewed customer coverage levels to address, identify and resolve customer conflicts.
  • Submitted claims and initiated damage appraisal to facilitate claims process for policyholders.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Generated, posted and attached information to claim files.
  • Acted as claims expert, answering internal and external questions and inquiries.
  • Meeting all goals for my position.

Safeco Gold Customer Service Representative

Safeco Insurance Company
Liberty Lake, WA
10.2008 - 05.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sales Associate

T-Mobile
Post Falls, ID
09.2006 - 10.2008
  • Solved customer challenges by offering relevant products and services.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Engaged with customers to build rapport and loyalty

Education

No Degree - Accounting And Business Management

Michigan Technological University
Houghton, MI

High School Diploma -

Kalkaska High School
Kalkaska, MI

Technical Degree - Medical Billing And Coding

Apollo College
Spokane, Wa

Skills

  • Verbal and Written Communication
  • Responding to Difficult Customers
  • De-escalation Techniques
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Insurance industry experience
  • Insurance coverage verification
  • Active Listening
  • Good Telephone Etiquette
  • Multitasking Abilities

Accomplishments

  • Our PTO won the National Education Association's, "Friends of Education Award," for implementing several programs for our local elementary school that benefited both the students and staff. Was elected president of the group for 5 years.
  • Led a Girl Scout Troop for 13 years and won "Leader of the Year" and the "Green Angel" awards.
  • Was active in both the Athletic Boosters and Education Boosters organizations for several years.

Timeline

Claims Customer Service Associate

Liberty Mutual
05.2010 - Current

Safeco Gold Customer Service Representative

Safeco Insurance Company
10.2008 - 05.2010

Sales Associate

T-Mobile
09.2006 - 10.2008

No Degree - Accounting And Business Management

Michigan Technological University

High School Diploma -

Kalkaska High School

Technical Degree - Medical Billing And Coding

Apollo College

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Roxann Valadez