Sharnise Bridgeforth
Huntsville,AL
Summary
Dynamic Claims Manager with proven expertise at LG in claims analysis and investigation. Recognized for enhancing customer satisfaction through effective problem-solving and collaboration. Skilled in utilizing advanced claims management software to streamline processes, while mentoring teams to achieve high performance and efficiency in claims resolution.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Claims Manager
LG
Dayton, OH
11.2021 - 01.2025
- Assisted in reviewing and processing claims documentation for accuracy and completeness.
- Gained proficiency in claims management software to facilitate efficient claim tracking.
- Collaborated with team members to streamline claims assessment procedures.
- Supported communication with clients regarding claim statuses and required information.
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities.
- Developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within the claims department.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Determined proper course of action for claims processing.
- Utilized advanced software tools to efficiently manage large caseloads and track progress on individual cases.
Customer Service Representative
ATT
Dayton, OH
04.2019 - 10.2021
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product information and service details to enhance customer understanding and satisfaction.
- Collaborated with team members to streamline processes and improve service delivery efficiency.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Managed multiple customer accounts, ensuring timely responses and accurate order processing.
- Leveraged CRM software to track interactions, manage follow-ups, and maintain comprehensive customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Service Representative
Xfinity Comcast
Dayton, OH
11.2016 - 12.2018
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Cashier
Bojangles' Famous Chicken 'n Biscuits
Athens, AL
01.2012 - 01.2016
- Processed customer transactions efficiently using point-of-sale systems.
- Managed cash drawer, ensuring accuracy during daily reconciliations.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Assisted in training new staff on operational procedures and cash handling practices.
- Collaborated with team members to optimize workflow during peak hours.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
High School Diploma -
AUSTIN HIGH
Decatur, ALSkills
- Claims analysis
- Claims investigation and research
- Policy interpretation
- Investigation techniques
- Liability management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Billing
- Attention to detail
- Problem-solving abilities
- Multitasking
- Product sales
- Customer education
- Multi-line phone talent
- Sales expertise
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Customer relationship management (CRM)
- multi system
- Self motivation
- Report and records review
- Coaching and mentoring
- Conflict resolution
- Professionalism
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Computer proficiency
- Microsoft Excel
Timeline
Claims Manager
LG
11.2021 - 01.2025
Customer Service Representative
ATT
04.2019 - 10.2021
Customer Service Representative
Xfinity Comcast
11.2016 - 12.2018
Cashier
Bojangles' Famous Chicken 'n Biscuits
01.2012 - 01.2016
High School Diploma -
AUSTIN HIGH
Won Number One
I was number 1 for the last 3 years for my last company due to my influence and knowledge with customer interaction