Tas’Shay Wimberly

Customer Service Rep

GEICO

03.2020 - 08.2022

Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries in high volume call center
Demonstrate accuracy in processing client policy modifications based on the data given
Verify new customers coverage and present policyholders with proof of insurance paperwork
Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
Stay up to date on new marketing efforts to answer insurance product inquiries utilizing all the resources available
Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved.
Deliver high-quality service to customers to assess vehicle repair needs, damages, and compensation, communicate with empathy and understanding throughout the claims process and achieve customer satisfaction scores of 92% annually
Perform physical inspections of vehicle damages, create estimates and valuations, and conduct negotiations for settlements totaling $5K-$150K
Serve as liaison between customers, auto repair companies, and Allstate to review insurance claims, repair costs, and adjustments
Serve as the point of contact for customers, provide education on benefits, fault, and coverage throughout the claims process, and build relationships with clients
Perform in-person and virtual investigations to assess vehicle damage, coordinate with customers to discuss claims adjustments, and coordinate with internal customer service teams, legal teams, and auto repair services to drive positive customer outcomes
Gather statements from customers, accident victims, and first-hand witnesses to support the claims process and build legal documentation for settlements.