Shanice King
Progressive Insurance Companies
Tampa,FL
1
Certification
12
years of professional experience
Cross skilled and detail-oriented communications specialist with over seven years of experience in auto underwriting and claims handling. Expertise includes complex claim management, investigation skills, data analysis, and exceptional customer service, along with a strong understanding of policy contracts and ability to negotiate. I am committed to learning new processes and adapting to new technologies while maintaining compliance. I have demonstrated success in effectively managing high caseloads within fast-paced environments, ensuring timely and accurate resolutions.
Work History
Claims Generalist Associate
1 Year 8 Months- Interviews, collect and document information from customers,agents and witnesses.
- Proactively investigate facts of loss and ensure that coverage and liability decisions are consistent with the report of an accident.
- Managed claims inventory, claims paperwork, diaries and communications.
- Make timely contact with all relevant parties and ensure timely and accurate assessment of damages, including the movement of vehicles for inspection and repair.
- Communicated with customers, repair shops, and vendors to gather documentation and resolve claim questions.
- Negotiated settlements with claimants, attorneys, and vendors to resolve claims including total losses.
Deposit Specialist
1 Year 4 Months- Tasked with openings, and closings of all bank products. Checking's, Savings, CD's, Trust style accounts etc.
- Frontline Service representative, responsible for filing disputes, and efficiently using banking software for accurate data entry.
- Mitigate company and members risk exposure by monitoring account activities and promptly reporting suspicious transactions to Enterprise Financial Crimes team.
- Boosted client satisfaction by addressing and resolving customer concerns, while also proficiently identifying client needs and recommending appropriate financial products.
- Evaluate client financial positions and provide advice on different bank products and financial options.
- Stay in compliance, meet monthly metrics including: handle time of 530, average MSAT(member satisfaction) of 94%, Compliance 95%, RES-Q( Resolution Questionnaire) 94%
Real Estate Agent
2 Years 7 Months- Managed contracts, negotiations, and all aspects of sales and closings to finalize purchases.
- Advertised client properties through websites, social media, and via open houses.
- Maintained connections with clients to encourage repeat business and referrals, also followed up promptly with interested clients.
- Coordinated with escrow officers to ensure accuracy in preparation and distribution of necessary paperwork during mortgage closings.
- Collaborated with both real estate agents and mortgage lenders to ensure smooth transactions and positive outcomes for clients.
Customer Service Representative
5 Years 11 Months- Frontline agent tasked with meeting goals that required high standards of customer service.
- Required to meet monthly metrics. Metrics including: handle time, member surveys, average of 60 calls per day, 15% of accepted referral opportunities.
- Responsible for issuing, and closing policies.
- Required to review policy documents, remain compliant with industry regulations and company guidelines during underwriting process.
- Educated clients on insurance coverage, also cross-sold insurance products to existing clients to reach sales targets.
- Promptly respond to inquiries from both prospective and existing clients, while being able to multi-task and work in different company systems.
Preferred Customer Associate
1 Year 11 Months- Responsible for promptly tracking, rerouting packages via telephone while helping company avoid on-hold wait times.
- Collaborated with team members to resolve escalated customer issues by collaborating with cross-functional teams, ensuring timely resolution.
- Investigated and resolved customer inquiries and complaints while delivering prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity while multi tasking between systems and responding to back office emails promptly.
Education
Associate of Arts - Mass Communications
High School Diploma
Skills
Skilled in policy analysis and complex claims resolution.
Ability to negotiate settlements and resolve claims
Active listening and Complaint Resolution
Claims management
Efficient with time management and task prioritization.
Communication skills
ability to multitask.
Microsoft Office expertise
Certification
2-20 Property and Casualty general Lines Agent license.
6-20 All lines.
Timeline
Claims Generalist Associate
Progressive Insurance Companies
02.2025 - CurrentRead More
Deposit Specialist
USAA Federal Savings Bank
09.2023 - 01.2025Read More
Real Estate Agent
Keller Williams
01.2021 - 08.2023Read More
Customer Service Representative
GEICO
02.2017 - 01.2023Read More
Preferred Customer Associate
UPS
02.2015 - 01.2017Read More
Middleton High School
High School Diploma
Read More
Hillsborough Community College
Associate of Arts from Mass Communications
Read More