Sara Phothirath
Arlington,TX
Summary
Customer-focused Claims & Case Coordination Professional with 9+ years of experience in phone-heavy, process-driven environments. Proven ability to intake and document complex cases, de-escalate escalated situations, and coordinate with customers and third parties. Highly proficient in multi-system navigation and compliance-driven workflows.
Overview
9
9
years of professional experience
Work History
Central Loss Reporting Representative
Progressive Casualty Insurance
09.2025 - Current
- Serve as first point of contact for auto insurance customers reporting new loss claims via high-volume inbound calls
- Collect, verify, and document detailed accident, vehicle, and policy information with strict accuracy standards
- Navigate multiple claims systems simultaneously while actively engaging customers on the phone
- De-escalate emotionally distressed callers and set clear expectations for next steps in the claims process
- Coordinate claim setup and routing to appropriate departments, vendors, and partners
- Maintain detailed case notes and ensure compliance with regulatory and company guidelines
Asset Protection Operations Manager
Sams Club Distribution
04.2020 - 10.2025
- Coordinate complex casework involving internal teams, leadership, and external partners to resolve incidents to completion
- Maintain accurate documentation, reports, and case records in compliance with corporate and regulatory standards
- Communicate professionally with multiple stakeholders to resolve escalated concerns
- Manage competing priorities while meeting time-sensitive deadlines in a high-volume environment
Shift Manager
Dallas Cowboys Pro Shops
07.2021 - 01.2024
- Delivered exceptional customer service during high-traffic events
- De-escalated customer complaints using empathy, professionalism, and solution-focused communication
- Coordinated between customers, team members, and leadership to resolve issues efficiently
Support Technician I
Henry Schein One
01.2020 - 06.2020
- Provided phone-based technical support to customers using proprietary systems
- Documented cases, troubleshooting steps, and resolutions accurately
- Escalated complex issues appropriately while maintaining customer trust
Client Support Specialist I & II / AR Coordinator
File & ServeXpress
06.2017 - 01.2020
- Supported clients through case-based workflows requiring detailed documentation
- Maintained accurate customer records and case notes
- Promoted twice for accuracy, reliability, and customer satisfaction
Education
B.S. - Business Administration
Southern New Hampshire University
06.2029
Skills
- Customer Case Coordination
- Claims Intake & Documentation
- Phone-Based Customer Support
- Call De-escalation & Conflict Resolution
- Multi-System Navigation
- Case Management & Workflow Tracking
- Data Entry Accuracy (40 WPM)
- Stakeholder & Third-Party Communication
- Process & Policy Compliance
- Microsoft Office (Outlook, Word, Excel)
Timeline
Central Loss Reporting Representative
Progressive Casualty Insurance
09.2025 - Current
Shift Manager
Dallas Cowboys Pro Shops
07.2021 - 01.2024
Asset Protection Operations Manager
Sams Club Distribution
04.2020 - 10.2025
Support Technician I
Henry Schein One
01.2020 - 06.2020
Client Support Specialist I & II / AR Coordinator
File & ServeXpress
06.2017 - 01.2020
B.S. - Business Administration
Southern New Hampshire University