Taliyah Stephens
Arlington,TX
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in Microsoft Office and case load management, my background includes enhancing customer satisfaction and streamlining the claims process, demonstrating a blend of technical savvy and empathetic communication. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
9
9
years of professional experience
Work History
Remote Central Loss Reporting Representative
Progressive
Arlington, TX
07.2024 - 06.2025
- Handled high-volume inbound calls to report personal and commercial claims with accuracy and efficiency.
- Verified policy coverage, identified loss types, and initiated claims in compliance with company guidelines and state regulations.
- Educated customers by explaining the claims process, addressing their questions, and providing information about their coverage options.
- Working closely with claims adjusters and other departments to ensure a seamless transition from the reporting phase to the claims-handling process.
- Updating and managing customer records in the company’s database, ensuring all information is current and accurate.
- Assist customers with technical support regarding photo estimates.
- Adapted quickly to policy changes, new procedures, and system updates in a fast-paced environment.
Customer Service Advocate II
Anywhere Leads Network
Irving, TX
12.2016 - 01.2024
- Answer inbound and outbound calls for a Lease with the Option to Purchase Program, and assist clients with new home buying processes by coordinating with referring agents to facilitate home qualification.
- Managed a caseload of 250+ members and monitored the program from start to finish while advocating on the members' behalf, and defined the roles of those involved in the transaction when necessary, depending on its severity.
- Follow the specific call flow process, which defines specific member touch points according to client and company policy and procedures.
- Provided comprehensive support to members and agents, resolving transactional, service, and technical issues effectively.
- Responsible for cross-selling any additional ancillary services provided by the client.
- Assist with new hire training.
Telephone Banker
Xerox
Arlington, TX
01.2016 - 11.2016
- Managed approximately 100+ incoming calls.
- Assisted with account-related requests for Union Bank clients, and resolved customers' disputes.
- Performed the requested account research.
- Troubleshot online banking errors and filed claims.
- Assisted new hires with training.
- Assisted customers daily by answering questions and transferring them to the appropriate departments.
- Ensured compliance with all applicable laws, regulations, policies, procedures, and internal controls.
Education
High School Diploma -
Rufus King International Baccalaureate High School
Milwaukee, WI05.2012
Skills
- Team player
- Problem solving
- Claims intake and FNOL
- Claims management systems
- Dependable and reliable
- Fast-paced work environment
- Clear communication skills
- Time management in high-volume call environments
- Complaint resolution
- Multi-tasker
Timeline
Remote Central Loss Reporting Representative
Progressive
07.2024 - 06.2025
Customer Service Advocate II
Anywhere Leads Network
12.2016 - 01.2024
Telephone Banker
Xerox
01.2016 - 11.2016
High School Diploma -
Rufus King International Baccalaureate High School