Summary
Overview
Work History
Skills
Additional Information
Timeline
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Rozalynn Butler

North Aurora,IL

Summary

COMMUNICATIONS: Emphasize the importance of client and customer relations and quality of service in order to maximize daily production and reduce outstanding problems regarding customer service. LEADERSHIP: Motivate personnel through personal enthusiasm and dedication to company standards of excellence. Generate team effort by utilizing personnel according to individual strengths and by encouraging skill development. ORGANIZATION: Prioritize workload according to the need and urgency to ensure on time completion and consistency in meeting deadlines. Maintain a well-organized daily and weekly schedule. SPECIAL: 10 Key Calculator, proficient in Windows XP, NT, 2000, 95, 98…… Microsoft Word, Excel, Power Point, AS400 systems, Outlook, Lotus Notes, and I’ve trained new employees. Type 35-40 wpm. 10,000 Keystrokes per Hour.

***Licensed Claims Adjuster experienced in reviewing damage appraisals, determining coverage and paying claims. Diligent Insurance Collector versed in accident investigations, documentation and management. Passionate about quality and customer satisfaction with a record of consistently exceeding company goals.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

ComEd
07.2023 - 08.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Representative

T& B Finance
01.2018 - 07.2023
  • Communicate with vendors regarding back order availability, future inventory and special orders
  • Consult with outside parties to resolve discrepancies and create effective solutions
  • Compile customer feedback and recommended service delivery improvements to management
  • Maintain customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Respond to customer requests for products, services and company information

Customer Service Representative

Oasis Financial
06.2019 - 08.2020
  • Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Managed high volume of inbound calls, ensuring prompt and professional customer service.
  • Managed multiple chats concurrently, ensuring timely responses while maintaining quality standards.
  • Enhanced customer satisfaction by efficiently addressing and resolving chat inquiries.
  • Navigated complex issues with patience, using problem-solving skills to find the best possible solution for each inquiry.
  • Implemented feedback from supervisors to continuously improve chat support skills and performance levels.

Sr. Claims Adjuster

Liberty Mutual - Warrenville, IL
05.2016 - 11.2017
  • Followed up on potentially fraudulent claims initiated by claims representatives
  • Substantiated legitimate claims and denied unjustified claims
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims
  • Investigated claims involving potential and suspected fraudulent activities
  • Evaluated all evidence with the ultimate goal of creating positive outcomes for client’s claims
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

CLAIMS ADJUSTER

FOUNDERS INSURANCE CO
06.2015 - 12.2015
  • Receive and initiate timely reviews of new assignments and then analyze policies, endorsements, and circumstances reported to determine what coverages, if any, apply to a particular claim/accident. Immediately issue an appropriate reservation of rights letter for any known/unresolved coverage issue
  • Communicate directly with insureds, claimants, witnesses, doctors, attorneys, body shops, and others by telephone, through written correspondence, and occasionally in person
  • Conduct prompt investigations which include verbal and recorded statements from insureds, claimants, and witnesses. Obtain and verify damages including but not limited to obtaining copies of police reports; repair estimates; medical bills; medical records, and photographs
  • Adjust, negotiate, and settle claims for proper amounts within authorization or as directed by superior; secure releases then issue settlement drafts or deny unjustified claims as soon as practical (authorization from superior/manager on all questionable matters, on all settlements exceeding adjuster’s authorization, and on all claims prior to denial)
  • Maintain strict diary on all active files
  • Fully document all activity on open or closed claims using the appropriate system. This includes a record of all contact, investigation, negotiations and documentary evidence







Claim Intake Representative

Innovation First Notice
07.2013 - 02.2014
  • Accurately enter data and claims information into a proprietary or third party claims system that comes in via telephone, fax or electronically, for 9 lines of business PAU, CAU, PPR, CPR, PLI, CLI, WOR
  • Validate information that comes in from clients manually and electronically Follow up with customers within our set service level agreements following the assignment of a claim to our company
  • Maintain and exceed service levels as set by the company (average speed of answer, abandoned calls, number of calls taken, average duration of call, number of referrals into our network, etc.) Other duties as assigned by your supervisor or manager

SR. CUSTOMER SERVICE REP

Capital One
01.2012 - 01.2013
  • Field inbound calls from customers regarding their credit card account
  • Utilize a variety of tools to quickly service the account and will inform and educate customers to help them make well-informed decisions essential to utilizing their credit card
  • Identify customer needs and offer products/solutions that fit their needs
  • Ensure that all customers' queries are well-investigated and resolved in compliance with process standards through reviews, call observations, reports and practices

Shift Manager

Butler's BBQ & Grill
01.2007 - 01.2012
  • Assist with payroll/time entry for the staff
  • Earned management trust by serving as key holder, responsibly opening and closing store
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Provided an elevated customer experience to generate a loyal clientèle
  • Restocked inventory ever month and reviewed cash operation data to verify proper replenishment

Skills

    • Exceptional communication skills
    • MS Windows proficient
    • Creative problem solver
    • Strong client relations
    • Training development aptitude
    • Quick learner

Additional Information

 

Timeline

Customer Service Representative

ComEd
07.2023 - 08.2024

Customer Service Representative

Oasis Financial
06.2019 - 08.2020

Customer Service Representative

T& B Finance
01.2018 - 07.2023

Sr. Claims Adjuster

Liberty Mutual - Warrenville, IL
05.2016 - 11.2017

CLAIMS ADJUSTER

FOUNDERS INSURANCE CO
06.2015 - 12.2015

Claim Intake Representative

Innovation First Notice
07.2013 - 02.2014

SR. CUSTOMER SERVICE REP

Capital One
01.2012 - 01.2013

Shift Manager

Butler's BBQ & Grill
01.2007 - 01.2012

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Rozalynn Butler