Sarah Rogan
Tampa,FL
Summary
Detail-oriented and empathetic professional with expertise in call control, active listening, and conflict resolution. Proven ability to guide customers through complex claims processes while maintaining high satisfaction levels.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Claims Contact Center Rep
USAA Insurance
Tampa , FL
05.2024 - Current
- Handled inbound claims calls with professionalism and empathy during stressful loss events.
- Accurately assessed causes of loss, assigning adjusters to expedite claims resolution.
- Guided members through the claims process, opening claims and addressing inquiries.
- Documented all interactions thoroughly while achieving performance and quality metrics.
- Completed Upskill training from unlicensed to licensed rep.
Retention Specialist
Spectrum
Tampa , Fl
07.2023 - 05.2024
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified potential opportunities to upsell products or services.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Fraud and Disputes
Capital One
Tampa, FL
05.2018 - 06.2023
- Analyzed financial data to identify discrepancies and ensure record accuracy.
- Resolved customer inquiries regarding billing issues and payment disputes.
- De-escalated customer concerns while maintaining a calm, friendly demeanor.
- Managed care workload to achieve timely completions.
- Maintained accurate file handling for fraud and dispute cases.
- Processed customer adjustments to uphold financial accounts.
- Referred unresolved grievances to appropriate departments for further investigation.
Education
High School Diploma -
East Bay High School
Apollo Beach06-2012
Skills
- Call control and documentation
- Attention to detail
- Active listening and conflict resolution
- Regulatory compliance
- Problem solving and critical thinking
- Effective communication
Certification
Claims Adjuster License
Timeline
Claims Contact Center Rep
USAA Insurance
05.2024 - Current
Retention Specialist
Spectrum
07.2023 - 05.2024
Fraud and Disputes
Capital One
05.2018 - 06.2023
High School Diploma -
East Bay High School