Stephanie Gustafson
Davenport,US
Summary
Personable and detail-focused individual with talent for analyzing complex information and making sound decisions. Well-versed in understanding policy terms and conditions, as well as employing investigative techniques to assess claims accuracy. Dedicated to providing fair and accurate claim resolutions to ensure customer satisfaction and company integrity.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Claims Adjuster
Unified Public Advocacy
05.2024 - Current
- Accurately verified and interpreted policy coverage and limit details in relation to circumstances of the filed claim.
- Provided an open channel of communication to claimants. for questions and concerns. relayed all information including timeframes, negotiation results, settlement amounts, and denials.
- Utilized meticulous investigation practices and a keen observation skills to produce an ethical and objective claim summary.
- Create on target and fair scope of loss documents using claimant's interviews and photographs, along with estimating software. such as Array, Simsol, and Xactimate.
- Checked documentation for accuracy and validity to identify potential fraud or misrepresentation, protecting company assets.
- Assisted in planning and implementation of of negotiations strategies that would produce the most favorable outcome for both the claimant an company.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
Courier/Rideshare Driver
Uber/Spark
05.2024 - Current
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Achieved high customer feedback scores, demonstrating exceptional interpersonal skills during deliveries.
- Strengthened company's market position by maintaining high standards of delivery speed and accuracy.
- Recorded and analyzed travel and daily expenses to make necessary modiications to maximize profit margin.
- Provide reliable, safe and comfortable transportation
Licensed Massage Therapist
Davenport Massage and Bodywork, Mobile Workplace Wellness, Freelancer
05.2014 - Current
- Accountable for insurance authorization and billing for a wellness clinic, ensuring co-pays, visit limits and out-of-pocket were correct
- Conducted health and wellness intake assessments to determine the appropriate type, course, and frequency of therapeutic care, recording a baseline for future reference, to measure treatment efficacy
- Provided concise communication, consistent service, and prompt issue resolution, fostering trust and loyalty, resulting in CSAT scores between94%-98%
- Implemented EHR client portal to provide a more comprehensive treatment session, foster relevant communication and create health and wellness empowerment
Call Center Service Representative
Arise/Carnival/Home Depot
02.2023 - 01.2024
- Utilized active and reflective listening techniques to achieve impressive scores in the90% in KPIs customer satisfaction, call quality, and one-call resolution
- Performed personalized needs-based assessments for customers, providing tailored options and solutions that addressed their specific requirements effectively
- Mastered call scripts, application flows, and comprehensive product and service information, ensuring knowledgeable and efficient customer service
- Managed the scheduling of major appliance returns, authorized refund values following store and manufacturer policies, and educated customers on return procedures to streamline the process
Lead Massage Therapist
Massage Envy
06.2012 - 06.2014
- Served as a franchise recruiter and onboarding administrator
- Trained over30 employees in brand services, ethics, account maintenance, treatment charting, and membership advantages
- Met and Exceeded monthly retention, satisfaction, and service goals by30%-50%, setting national and regional performance records
- Surpassed all franchises in sales and service for the Iowa-Nebraska region
- Received Regional Therapist of the Year Award in2014
Education
Bachelor of Science - Sociology
Illinois State University
Normal, Illinois01.1999
Skills
- Critical thining
- Damage assessment
- Interpersonal Communication
- Client Retention
- Relationship Building
- Customer service
- File auditing
- Legal proceedings
- Problem-solving
- Empathy and patience
- Verbal and written communication
- Conflict resolution
- Negotiation techniques
- Workflow management
- Ethical judgment
Licensures
All-Lines Claims Adjuster-Texas Depatment of Insurance
Public Adjuster- State of Iowa
NIPR
Timeline
Claims Adjuster
Unified Public Advocacy
05.2024 - Current
Courier/Rideshare Driver
Uber/Spark
05.2024 - Current
Call Center Service Representative
Arise/Carnival/Home Depot
02.2023 - 01.2024
Licensed Massage Therapist
Davenport Massage and Bodywork, Mobile Workplace Wellness, Freelancer
05.2014 - Current
Lead Massage Therapist
Massage Envy
06.2012 - 06.2014
Bachelor of Science - Sociology
Illinois State University
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