Shaquila King
Avondale Estates,GA
Summary
Customer-centric professional with 11+ years of experience in client service, risk analysis, and conflict resolution, adept at fostering trust through transparent communication and ethical decision-making. Proven ability to investigate complex issues, resolve disputes, and deliver outcomes aligned with organizational values. Seeking to leverage leadership, analytical, and problem-solving skills as a Claims Professional at Federated Insurance, contributing to a culture of integrity, equity, and client-first service.
Overview
12
12
years of professional experience
Work History
Small Business Customer Service/Billing II
Hartford Insurance
03.2024 - Current
- - Partner with underwriters and agents to investigate and document client concerns, ensuring alignment with policy guidelines and compliance standards.
- - Simplify complex insurance terminology for clients, empowering informed decision-making and reducing dispute escalations by 25%.
- - Impact: Increased client retention by providing exceptional service and ensuring clients feel valued and informed throughout the claims process.
- Resolve 25–30 daily inquiries for small business clients regarding policy coverage, billing discrepancies, and claims processes, maintaining 98% satisfaction ratings through empathetic communication.
Customer Service Call Center Manager
AkierraGill LLC
12.2016 - 12.2024
- - Developed and executed staff training programs focusing on active listening, problem-solving, and process adherence, cutting average call time by 20% while improving resolution quality.
- - Launched a client feedback initiative that identified operational gaps, leading to a 15% increase in claim resolution speed and fostering a culture of continuous improvement.
- - Impact: Fostered a high-performing team environment, enhancing employee engagement and overall service delivery effectiveness
- Managed operations for a high-volume call center with 15+ staff, implementing personalized service strategies that boosted client retention by 40%.
Senior Customer Service Representative
Honda Financial Services
02.2023 - 03.2024
- - Resolved 100+ escalated claims monthly, balancing regulatory compliance with client advocacy to uphold confidentiality and trust.
- - Conducted root-cause analysis for payment discrepancies, reducing reconciliation errors by 20% and enhancing financial accuracy.
- - Impact: Created a more knowledgeable team that handled complex cases with confidence, resulting in shorter resolution times and improved customer satisfaction.
- Mentored a team of 8 representatives, improving case resolution efficiency by 30% via workflow optimization and coaching on conflict de-escalation techniques.
Senior Commercial Lines Underwriter
State Farm
06.2013 - 12.2018
- - Collaborated with claims teams to resolve coverage disputes, balancing client needs with organizational risk tolerance.
- - Delivered policy explanations to agents and clients, improving quote-to-policy conversion rates by 20%.
- - Impact: Enhanced the underwriting process by providing clear communication, which resulted in higher conversion rates and minimized client misunderstandings.
- Analyzed risk data for 50+ commercial policies monthly, ensuring accurate pricing and alignment with client risk profiles.
Education
Bachelor of Arts - Business Administration And Management
American InterContinental University
Hoffman Estates, IL05.2012
Skills
- Client Service: Conflict Resolution Relationship Building Needs Assessment
- Claims & Risk Analysis: Policy Compliance Investigative Research Data-Driven Decision-Making
- Technical Proficiency:
- Salesforce
- Amazon Connect
- Genesys
- Claim Systems (CLA, etc)
- Various CRM platforms (eg, ServiceNow, Zendesk)
- Microsoft OneNote
- Leadership: Team Training Process Improvement Performance Coaching
- Core Values: Integrity Equity Collaboration Respect
KEY ACHIEVEMENTS - 99% Client Satisfaction: Consistently achieved top ratings across roles by priori
KEY ACHIEVEMENTS
- 99% Client Satisfaction: Consistently achieved top ratings across roles by prioritizing empathy and clarity in client interactions.
- Process Optimization: Reduced operational inefficiencies by 25–30% at Honda Financial and AkierraGill through workflow redesign.
- Risk Mitigation: Slashed payment errors by 20% via meticulous documentation and compliance checks.
-
ALIGNMENT WITH FEDERATED'S FOUR CORNERSTONES
1. Integrity: Upheld ethical standards in resolving sensitive billing and claims disputes (Hartford, Honda Financial).
2. Teamwork: Collaborated cross-functionally with underwriters, agents, and clients to expedite resolutions (State Farm, Hartford).
3. Respect: Built client trust through transparent communication and tailored service (All Roles).
4. Equity: Advocated for fair outcomes by addressing client concerns without bias (AkierraGill, Amazon).
Timeline
Small Business Customer Service/Billing II
Hartford Insurance
03.2024 - Current
Senior Customer Service Representative
Honda Financial Services
02.2023 - 03.2024
Customer Service Call Center Manager
AkierraGill LLC
12.2016 - 12.2024
Senior Commercial Lines Underwriter
State Farm
06.2013 - 12.2018
Bachelor of Arts - Business Administration And Management
American InterContinental University
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