SHERYL JOHNSON
Jacksonville,FL
Summary
Accomplished professional with extensive experience at Allstate Claim Department, specializing in claim processing and customer service. Excelled in dispatch coordination and problem resolution, enhancing customer satisfaction and operational efficiency. Demonstrated proficiency in active listening and database research, significantly improving claim assessment accuracy and service response times.
Overview
32
32
years of professional experience
Work History
Auto LDU Processor/FNOL Representative
Allstate Insurance Company (Remote)
02.2023 - Current
- Manage inbound and outbound customer service inquiries, ensuring prompt and effective responses.
- Assist customers in initiating new loss reports, and delivering high-quality service.
- Coordinate and schedule the MOI (Method of Inspection) appointment for claims processing.
- Gather and verify loss details to ensure comprehensive assessments.
- Classify and segment claims based on priority and complexity.
- Demonstrate strong active listening skills to fully understand customer needs and concerns.
- Employ problem-solving techniques to resolve issues efficiently and professionally.
- Communicate effectively with customers, providing clear and concise information while maintaining a positive rapport.
CW Attorney Mail Processor
Allstate Insurance Company (Remote)
11.2021 - 02.2023
- Identify the correspondence type.
- Change the title of the correspondence file to identify what type of document is attached, and update the participants associated with the document.
- Label the document in the digital claim file.
- Update the negotiation screen's demand due date, demand type, date received, and amount of demand.
- Complete the Vendor Database search.
- Send a demand acknowledgment letter to the plaintiff's attorney's office.
Claim Casualty Processor
Allstate Insurance Company
Jacksonville, FL
06.2005 - 10.2021
- Maintained a strong relationship with the internal department.
- Ability to follow oral and written instructions.
- Processed documents to maintain records and files.
- Inbound/Outbound Customer Service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Process payments.
Total Loss Processor/Dispatcher
Allstate Insurance Company
Jacksonville, FL
01.1993 - 05.2005
- Prepare daily work and run schedules.
- Oversaw communications with assigned territories.
- Documented services performed, operations information, and dispatch details in the system.
- Assigned an adjuster to appropriate routes based on customer needs.
- Reviewed investigation notes and determined payment eligibility for total loss claims.
- Researched and responded to customer inquiries within service levels.
- Secure vehicle titles, Power of Attorney, and Letters of Guarantee from lienholders.
- Resolved salvage issues.
- Contacted the lienholder for the required paperwork.
- Researched state laws and regulations related to total losses.
Education
High School Diploma -
Paxon High School
Jacksonville, FL05-1985
Skills
- Dispatch Coordination
- Payment processing
- Database Research
- Problem Resolution
- Inbound/Outbound Customer Service
- Complaint handling
- De-escalation Techniques
- Call Documentation
- Critical thinking
- Paperwork processing
- Active listening
Accomplishments
- Recipent of Allstate Distinguish Performance Award winner *x2)
Timeline
Auto LDU Processor/FNOL Representative
Allstate Insurance Company (Remote)
02.2023 - Current
CW Attorney Mail Processor
Allstate Insurance Company (Remote)
11.2021 - 02.2023
Claim Casualty Processor
Allstate Insurance Company
06.2005 - 10.2021
Total Loss Processor/Dispatcher
Allstate Insurance Company
01.1993 - 05.2005
High School Diploma -
Paxon High School
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