Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist

Shauna Ross

Chandler,AZ

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Claims Customer Care Associate

Liberty Mutual
08.2023 - Current
  • Perform initial capture of new claims through 'First Notice of Loss' process accurately and within established Claims Service Center time standards.
  • Set expectations with customers on next steps of claim process, how to efficiently manage claims using digital tools such as mobile web, online website, and text messaging.
  • Deliver exceptional service under tight deadlines while adapting quickly to changes in workload priorities or unexpected challenges.
  • Documented customer interactions and transactions for accurate, up-to-date records.

Customer Care III Agent

Specialized Loan Servicing
03.2019 - 08.2023
  • Responsible for handling inbound and outbound calls in relation to escrow account management, application of payments, missing payments, request for loan documents, and payoff requests.
  • Supported level I and II customer care agents by de-escalating and resolving customer complaints with prompt, polite, and professional service.
  • Mentored junior agents, shared insights and best practices to support their professional growth and contributions to team success.

Licensing Customer Service Representative

Arizona Department of Real Estate
04.2017 - 03.2019
  • Reviewed and processed original salesperson, broker, cemetery, and new entities real estate license applications.
  • Answered constant flow of customer calls with minimal wait times.
  • Analyzed customer service trends to discover areas of opportunity and provided feedback to management.
  • Met customer call guidelines for service levels, handle time and productivity.

Financial Aid Advisor

Western International University
02.2008 - 03.2017
  • Educated students on federal aid borrower’s rights and responsibilities, FAFSA completion, loan acceptance/denial, scholarships and alternative funding options to help resolve financing issues.
  • Ensured all processing related to students’ financial aid was administered accurately, timely and in compliance with state and federal regulations.
  • Improved accuracy of financial aid award packages by regularly auditing student accounts for discrepancies.

Education

Specialized Associate Degree - Computer Information Systems

Laurel Business Institute
Uniontown, PA
06.2001

Skills

  • Active Listening
  • Microsoft Office
  • Data Entry Software
  • Attention to Detail

Certification

  • Arizona Insurance Adjusters License - 10/22/2023 - 03/31/2027

Timeline

Claims Customer Care Associate

Liberty Mutual
08.2023 - Current

Customer Care III Agent

Specialized Loan Servicing
03.2019 - 08.2023

Licensing Customer Service Representative

Arizona Department of Real Estate
04.2017 - 03.2019

Financial Aid Advisor

Western International University
02.2008 - 03.2017

Specialized Associate Degree - Computer Information Systems

Laurel Business Institute

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Shauna Ross