Sheryl Moore
Schenectady,NY
Summary
Dynamic customer service professional with extensive experience at Liberty Mutual, excelling in claims processing and customer engagement. Proven ability to resolve complex claims efficiently while maintaining a calm demeanor. Skilled in policy interpretation and adept at prioritizing tasks to enhance customer satisfaction and drive results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
State Farm Agent Christina Lloyd
05.2026 - Current
- Answered customer inquiries and provided policy information, ensuring accurate records of interactions to support service quality.
- Assisted customers with efficient policy changes and updates to enhance customer satisfaction.
- Collaborated with team members to develop effective sales strategies that aligned with customer needs.
Customer Service Representative
Momentive Performance Materials
01.2026 - 04.2026
- Communicated with customers via text, phone, and email, ensuring clarity and responsiveness.
- Precisely entered customer orders into enterprise system.
- Coordinated with production and planning teams to align schedules and resources for on-time, complete order fulfillment.
- Collaborated with businesses to streamline order to cash process.
Claims Resolution Specialist Property Fast Path
Liberty Mutual and Safeco Insurance
05.2025 - 12.2025
- Investigated and resolved 1st party homeowners claims promptly, ensuring customer satisfaction.
- Managed multiple claim files, followed up with customers, determined coverage, wrote estimates, and facilitated claims settlements efficiently.
- Advised management on potential coverage denials and analyzed policies for endorsements and special provisions.
- Explaining homeowners policies to insureds and providing detailed explanations of what the policy covers in the event of a claim.
- Provided outstanding support to customers by addressing inquiries and resolving issues promptly.
- Quickly responding to customer inquiries via voice to voice, email and text.
Claims Resolution Specialist
Liberty Mutual and Safeco Insurance
09.2023 - 05.2025
- Settled 1st and 3rd party auto property damage claims promptly in compliance with state regulations, leveraging provided resources for accurate determinations.
- Managed multiple claim files and urgent inbound tasks, ensuring timely follow-ups with customers, determining coverage and liability, securing recorded statements, setting inspections, and settling claims.
- Investigate and determine coverage according to the insurance agreement, including determining if coverage is applicable to an existing claim.
- Recommended coverage decisions to management for potential denials and complex cases, facilitating specialist transfers.
- Responded promptly to customer inquiries via phone, email, and text, enhancing customer service experience.
- Responsive to coaching by leadership and mentor, applying feedback in real time to drive positive behavioral results.
Claims Resolution Representative, Total Loss
Liberty Mutual and Safeco Insurance
09.2021 - 04.2025
- Handled the timely settlement of 1st and 3rd party auto property damage total loss claims according to state regulations, using provided resources to ensure accurate determinations.
- Executed follow-ups with customers, managed claim files, assessed coverage and liability, obtained recorded statements, organized inspections, and finalized total loss claims to ensure accurate resolutions.
- Investigated and determined coverage application for vehicle damages, including determining if coverage is applicable to an existing claim.
- Addressed customer inquiries related to coverage, policy, and total loss settlements to enhance satisfaction and build trust.
- Facilitated national claim handling for representatives out of office by settling total losses, issuing payments, addressing customer concerns and escalations, ensuring seamless transitions for out of office team members.
- Proficient in Lumen, Navigator, and utilizing tools provided to complete accurate and timely coverage investigations and settlements.
- Responsive to coaching by leadership and mentor, applying feedback in real time to drive positive behavioral results.
Complex Liability Claims Representative
Progressive Casualty Insurance Company
10.2018 - 08.2021
- Handled complex liability claims in NY, ensuring compliance with NYS Insurance Regulation 64 and pure comparative liability law.
- Oversaw first party collision/comprehensive and third-party total losses, ensuring timely and accurate settlement of customer and lienholder payments.
- Completed National Catastrophe Response deployment, assisting customers in six states for weather-related claims.
- Coordinated with team members during planned and unplanned absences, maintaining high-quality service and seamless customer experience.
Food Service Front of House Manager, Kitchen Chef Manager
The Honest Weight Food Cooperative
04.2014 - 10.2018
- Developed and implemented standard operating procedures, enhancing operational efficiency.
- Contributed to inventory management, sales targets, margin, and budget development while tracking employee performance and writing annual evaluations.
- Provided management support and guidance to over 30 department staff during sub department manager absences, ensuring continuity of service.
- Developed training materials for onboarding employees.
- Recruited and hired qualified applicants following established policies and procedures.
- Maintained a clean, efficient workspace, meeting NYS department of health guidelines.
Dining Room Manager
Wine and Dine Group, LLC
10.2010 - 04.2014
- Oversaw daily operations of two a la carte dining rooms, bar, and banquet facilities.
- Coordinated scheduling for 20+ employees across multiple departments to ensure optimal staffing.
- Inspired team to uphold premium hospitality standards through consistent training and support.
- Developed and executed new hire training program to enhance onboarding experience and improve retention.
- Established and maintained meaningful relationships with new and regular guests.
- Concluded each guest transaction with a positive interaction. on a positive note, modeling premium customer service.
- Handled daily and end-of-day transactions, including cashier tills, cash drops, safe transactions, and recording of daily profits and losses.
Education
High School Diploma -
Cortland High School
Cortland, NY06-2001
Skills
- Customer engagement
- Customer relationship management
- Claims processing management
- Claims oversight
- Policy interpretation
- Microsoft Office skills
- Communication skills
- Problem solving
- Attention to detail
- Prioritization
- Adaptability to change
- Adaptability and flexibility
- Calm demeanor
Timeline
Customer Service Representative
State Farm Agent Christina Lloyd
05.2026 - Current
Customer Service Representative
Momentive Performance Materials
01.2026 - 04.2026
Claims Resolution Specialist Property Fast Path
Liberty Mutual and Safeco Insurance
05.2025 - 12.2025
Claims Resolution Specialist
Liberty Mutual and Safeco Insurance
09.2023 - 05.2025
Claims Resolution Representative, Total Loss
Liberty Mutual and Safeco Insurance
09.2021 - 04.2025
Complex Liability Claims Representative
Progressive Casualty Insurance Company
10.2018 - 08.2021
Food Service Front of House Manager, Kitchen Chef Manager
The Honest Weight Food Cooperative
04.2014 - 10.2018
Dining Room Manager
Wine and Dine Group, LLC
10.2010 - 04.2014
High School Diploma -
Cortland High School