SARA KLEIN
McMurray,PA
Summary
Highly motivated and positive individual with a diverse background. Years of experience providing customer service and claims handling. Proven history of significantly increasing customer satisfaction. Successful in handling difficult situations with patience and effective communication. Exceptional problem-solving skills. Positive attitude and a unique drive to exceed all expectations.
Overview
21
21
years of professional experience
Work History
Collision Estimator
Washington Chevrolet
Washington , Pa
06.2020 - 08.2020
- Contributed to team success by collaborating with technicians, service advisers, and other staff members to ensure smooth operations within the shop.
- Facilitated seamless interactions between customers, insurance representatives, and shop personnel during the claims process.
- Enhanced communication with insurance companies by effectively explaining repair requirements and negotiating fair compensation.
- Showcased exceptional customer service skills when interacting with clients in high-stress situations, providing empathy and reassurance during difficult times.
- Conducted thorough damage assessments, identifying all necessary repairs to restore vehicles to Pre accident condition.
Customer Service Specialist
Road Runner Recycling
Pittsburgh, PA
05.2018 - 11.2018
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Provided primary customer support to internal and external customers in fast-paced environment
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
- Managed complex transactions and emotional customer situations, promptly and professionally while meeting service commitments
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
Customer Service Advocate
Cigna
Pittsburgh, PA
12.2016 - 05.2017
- Responded to broad spectrums of complex medical inquiries, handling over 50 calls per day
- Advocated for individuals through empathy and active listening to provide solutions
- Mastered several software programs to properly assist each member
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
Collision Auto Estimator
#1Cochran
Robinson Township, PA
11.2015 - 03.2016
- Completed accurate estimates for vehicle damages for insurance claims
- Responsible for quality repairs of vehicles from start to finish
- Provided highest level of customer service by keeping customers informed
Senior Field Auto Appraiser
AAA Insurance Company
Pittsburgh, PA
01.2013 - 05.2015
- Prepared accurate appraisals and reviewed with owners and repair facilities
- Reviewed direct repair facility estimates to ensure company guideline adherence
- Responsible for loss payment accuracy through appropriate investigation, evaluation and negotiation of claims
- Committed to customer satisfaction throughout claim process
Auto damage Appraiser
Allstate Insurance Company
Pittsburgh, PA
03.2011 - 12.2013
- Accurately appraised vehicle damages and reviewed with customers and repair facilities
- Dedicated to exceeding customer expectations
- Resolved complaints and issues involving both vehicle owners and repair facilities
Total loss unit manager
Travelers Insurance
Pittsburgh, PA
02.2008 - 02.2011
- Managed direct reports on total loss handling
- Responsible for quality assurance and training
- Resolved complaint calls
Field Adjuster
Progressive Insurance
Pittsburgh, PA
07.1999 - 01.2008
- Effectively resolved liability and coverage investigations
- Mastered appraisal writing for repairable vehicles and total loss evaluations
- Responsible for claim representative training and development
- Resolved customer complaint issues
- Negotiated and resolved high level bodily injury claims with attorneys in a timely manner
- Completed weekly, monthly and yearly performance reviews
- Successfully discovered new talent at job fairs
- Evaluated strengths and weaknesses of candidates through effective screening processes
Education
Bachelor of Science Degree - Communication Disorders
Pennsylvania State University
State College, PASkills
- Claims investigation and research
- Negotiation and mediation skills
- Quality assurance
- Customer service-oriented
- Advanced oral and written communication skills
- Complaint resolution
Timeline
Collision Estimator
Washington Chevrolet
06.2020 - 08.2020
Customer Service Specialist
Road Runner Recycling
05.2018 - 11.2018
Customer Service Advocate
Cigna
12.2016 - 05.2017
Collision Auto Estimator
#1Cochran
11.2015 - 03.2016
Senior Field Auto Appraiser
AAA Insurance Company
01.2013 - 05.2015
Auto damage Appraiser
Allstate Insurance Company
03.2011 - 12.2013
Total loss unit manager
Travelers Insurance
02.2008 - 02.2011
Field Adjuster
Progressive Insurance
07.1999 - 01.2008
Bachelor of Science Degree - Communication Disorders
Pennsylvania State University