SHASTA FELTON
Hammond,USA
Summary
Dynamic, driven, and meticulous professional with a stellar customer service record. Bringing forth a motivated attitude, with a variety of clerical skills Clear and concise communicator with proven skills in problem-solving, conflict resolution. Recognized for motivating others and my adaptability in any situation.
Overview
19
19
years of professional experience
Work History
UW Service Agent
NSM Insurance
02.2025 - Current
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
- Evaluate and underwrite collectibles and collectible vehicles.
- Run and review MVR and Clue reports.
- Review claim history, and risk indicator to determine policy acceptance .
- collaborating with Brokers and account executives to support business growth.
Remote Underwriter Specialist
Kin Insurance
10.2021 - Current
- Performs underwriting analysis and documentation to determine acceptability of risk in accordance with company guidelines and standards for renewals and new business within assigned Letter of Underwriting Authority. Collect, review and analyze an applicant’s relevant history, records and mandatory home inspection photos to determine a risk. Obtain additional information about an applicant to determine coverage needs. Determine the level of risk for insuring. Determine whether to approve an application based on risk. Evaluate insurance claims for accuracy and the coverage amount. Update customers via email concerning any repairs needed and setting an email reminder to remind the customer of deadline to submit required documents or repairs needed. Assist claims department with filing a claim for weather related issues.
Remote Customer Support Agent
Kin Insurance
04.2021 - 10.2021
- Answered inbound calls to discuss, update or change home insurance coverage. Assisted both customers and their lenders in payment history, RCE reports, etc.
DTE REPRESENTATIVE
Harris and Harris
01.2017 - 04.2021
- Assist customers with all billing questions, adjustments and explanations for Light and Gas. Assist customers with third party hardship assistance for both light and Gas. Discussed subsidized plans with Low Income and Senior Citizen customers. Responsible Starting/stopping and transferring services. Responsible for performing Identity checks on all new customers through Transunion. Responsible for reporting Outages, down wires, etc. Responsible for providing collection agency information
ADMINISTRATIVE ASSISTANT
1st Impressions
06.2010 - 06.2018
- In charge of special affairs such as: Weddings, Anniversaries, Birthday Parties, Showers, etc. Setup appointments. Responsible for finding venues and setting up appointments for viewing. Responsible for Budget planning with customer
QA PEER MONITOR
Adecco Network/Computer Shares
11.2014 - 02.2017
- Responsible for Listening and scoring calls Taking IB/OB calls asking shareholders to vote on special meetings. Maintaining customer records by updating account information. Responsible for taking ABK and IVC surveys and submitting them to Law firms for review.
SENIOR SPECIALIST
Comcast Corporation
01.2007 - 05.2011
- Solicited orders for products and services over the phone. Persuaded potential customers to sign up for cable, internet and phone services. Assisted all customers with billing, and retention questions. Assisted with self-installations and video repairs over the phone.
Education
Associate's degree -
Everest College
Chicago, ILSkills
- Risk assessment
- Proficient in Nearmap
- GIC management
- Advanced Excel proficiency
- Proficient in Microsoft Office
- Proficient in Google Docs
- Resource adaptation
- Proxy management
- Proficient in CCD
- Proficient in Outlook/ Teams
- Proficient in PAS software
- Patience and calmness
- Stress tolerance
Timeline
UW Service Agent
NSM Insurance
02.2025 - Current
Remote Underwriter Specialist
Kin Insurance
10.2021 - Current
Remote Customer Support Agent
Kin Insurance
04.2021 - 10.2021
DTE REPRESENTATIVE
Harris and Harris
01.2017 - 04.2021
QA PEER MONITOR
Adecco Network/Computer Shares
11.2014 - 02.2017
ADMINISTRATIVE ASSISTANT
1st Impressions
06.2010 - 06.2018
SENIOR SPECIALIST
Comcast Corporation
01.2007 - 05.2011
Associate's degree -
Everest College
Communication
Worked closely with marketing and animations to implement and update our website to be more user friendly and educational to our customers.
Leadership
Lead training classes to prep and support claims for storms, hurricanes, etc.
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