Summary
Overview
Work History
Education
Skills
Technicalprograms
Timeline
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Sheena Riley

Crandall

Summary

Results-driven claims adjuster with a proven track record of delivering exceptional customer experiences and resolving complex issues. Highly skilled in problem-solving, technical troubleshooting, and process efficiency, with a focus on integrity and collaboration. Detail-oriented and organized, committed to achieving team goals through effective and high-quality work.

Overview

11
11
years of professional experience

Work History

Property Claims Specialist

State Farm
04.2024 - Current
  • Conducted thorough investigations, evaluations, negotiations, and settlements of insurance claims
  • Leveraged expertise in policies and insurance regulations to assess coverage, liability, and damages accurately
  • Communicated with customers through phone, written correspondence, and digital platforms to provide clear updates and effective resolutions
  • Efficiently managed workload using task-driven queues while excelling in a dynamic, high-volume call center environment
  • Provided personalized, empathetic, and straightforward support to enhance the customer experience
  • Proactively led team meetings, driving collaboration and fostering effective communication among colleagues
  • Volunteered with the State Farm Employee Resource Group (ERG), supporting diversity, inclusion, and community engagement initiatives

Remote Customer Service Representative

Liberty Mutual Insurance
08.2022 - Current
  • Primary point of contact for policyholders, agents, and third parties for policy routine customer requests and inquiries related to policy information and renewals on multi-line policies
  • Actively listened to customers' requests, confirming full understanding before addressing concerns and requests resulting in high survey results
  • Assist with restructuring of current workflow processes as Continuous Improvement Champion
  • Handles customer inquiries and if unable to resolve, completed the appropriate escalation path
  • Establishes and maintains a professional relationship with both external and internal customers while developing an understanding of service needs

Licensed Insurance Agent

Toyota Insurance
05.2022 - 08.2022
  • Provided quotes and submitted applications based on risk and customer information
  • Cross sold additional lines of insurance to meet the need of all customers
  • Actively monitored and followed up with current and potential clients
  • Engaged customers and provided exceptional sales experience in the dealership

Licensed Internet Customer Service Representative

GEICO
04.2014 - 05.2022
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems quickly and efficiently via phone, chat and/or email
  • Conducted research, gathered information from multiple sources and presented results as a liability adjuster
  • Re-established Insurance policies policyholders on behalf of the insurance company
  • Conducted research, gathered information from multiple sources and presented results as a liabilities adjuster
  • Participated in team-building activities to enhance working relationships
  • Identified issues, analyzed information and provided solutions to problems on policies
  • Understand and remain current on company underwriting guidelines, announcements, and memos related to changes in company policies and procedures

Education

Bachelor of Business Management -

University of Upper Iowa
Richardson, TX

Associate of Science -

Collin College
Plano, TX

Skills

  • Telecommunication Skills
  • Customer Service Expert
  • Excellent Chat and Email Etiquette
  • Enthusiastic
  • Self-Driven
  • Multi-Tasking
  • Attention to Detail
  • Very Team-oriented
  • Dependable and Responsible
  • Issue Escalation

Technicalprograms

  • MS Office
  • Zoom
  • Salesforce
  • Workday
  • MS Teams
  • Xactimate/XactContents

Timeline

Property Claims Specialist

State Farm
04.2024 - Current

Remote Customer Service Representative

Liberty Mutual Insurance
08.2022 - Current

Licensed Insurance Agent

Toyota Insurance
05.2022 - 08.2022

Licensed Internet Customer Service Representative

GEICO
04.2014 - 05.2022

Bachelor of Business Management -

University of Upper Iowa

Associate of Science -

Collin College

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Sheena Riley