Tiaranee Williams-Kelley
Dallas,TX
Summary
Detail-oriented and highly organized team player seeking a full-time position that offers professional challenges. Excellent time management and problem-solving skills. Adept at handling multiple projects simultaneously with a high degree of accuracy. Special talents in recognizing potential fraudulent claims as a Total Loss Claims Adjuster. Excel in effectively solving customer challenges and settling minor to complex claims. First-rate negotiation and interpersonal skills contribute to exceptional service in this role.
Overview
11
11
years of professional experience
Work History
Policy Service Specialist
Farmers Insurance Company
03.2024 - 06.2024
- Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
- Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
- Receive and respond to inquiries related to insurance matters. Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions. Evaluate and interpret policy information within prescribed authority limits.
- Access account information and communicate while working in multiple systems. Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions. Document customer interactions and outcomes thoroughly in system.
- Escalate unresolved issues requiring advanced support for further resolution.
- Build knowledge and acumen through self-directed learning. Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements. Help maintain department knowledge resources to keep them current.
- Actively listen to customer concerns to identify trends or patterns. Recognize opportunities for process improvement and makes recommendations to leadership.
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.
- Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.
Total Loss Claims Adjuster
State Farm
04.2023 - 12.2023
- Investigating, evaluating, negotiating, and settling claims
- Applying knowledge of policies and insurance regulations when determining coverage, liability, & damages
- Contacting customers by telephone, written correspondence and/or various electronic media
- Effectively managing work through task driven queues while multi-tasking in a fast-paced call center environment
- Supporting our customers through personalized, caring, and simple interactions.
- Settles auto claims where a vehicle is deemed a total loss
- Handles high-volume, complex auto and property claims involving NICB indicators of fraud to determine if specialized investigation is needed
- Proven ability to assess damages, estimate repair costs, and negotiate settlements
- Contributed to team success by consistently meeting or exceeding performance metrics related to productivity, accuracy, and quality of work.
- Ensured consistency across departmental procedures by documenting processes and providing feedback on areas for improvement.
- Excellent communication and interpersonal skills to effectively interact with clients, agents, and other stakeholders
- Proven effective empathy and de-escalation skills to handle difficult/emotional conversations with a customer-minded focus
Insurance Services Representative
Nationwide Insurance Company
06.2022 - 12.2022
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high standards of customer service by building relationships with clients.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Met with customers to provide information about available products and policies.
- Calculated premiums and established payment methods for sales.
- Managed high call volume effectively, ensuring prompt response times while maintaining quality of service provided to callers.
- Maintained accuracy in customer database through regular updating of contact information, policy details, and claim history.
Customer Service Experience Specialist (Refinance)
Capital One
07.2020 - 11.2021
- Answer inbound calls and greet customers with positive energy and enthusiasm
- Thrive in a fast-paced, lively and dynamic work environment
- Take an active role in educating customers about our products and services
- Use a conversation based approach to uncover customer needs using open-ended questions – after all, scripts are for robots
- Guide customers through the online application process
- Assist customers with account questions in an energetic and spirited manner
- Perform multiple tasks / navigate multiple systems simultaneously to service the customer's account or troubleshoot their questions and issues
- Build trust and confidence with our customers that we are there to help serve their needs and reach their financial goals
- Strive for first call resolution, and take true ownership of customer needs and issues
- Own your personal development to achieve job proficiency, meet performance goals and independently keep your own technical know-how up to date
Claims Specialist
Esurance Insurance Services Inc.
09.2019 - 06.2021
- Acted as intermediary between insurance companies and customers, including researching and assessing information to determine validity of claims.
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Followed up with customers on unresolved issues.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Processed and recorded new policies and claims.
- Posted payments to accounts and maintained records.
- Conducted interviews, gathered detailed information and completed field investigations.
- Contacted injured parties and legal representatives to negotiate final settlements for claims.
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
- Interviewed claimants and named insurers to determine pertinent claim information.
- Analyzed first reports of loss and underlying file material to determine if claim was suspect.
- Completed required investigations on referred files in timely manner.
Technical Support Specialist
Allstate Insurance Company
03.2019 - 07.2020
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Multitasked across systems and applications and resolved broad range of technical issues.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented and updated case notes for each customer and work order.
- Handled over 40 technical support phone calls daily.
- Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Holiday Clerk Assistant
US Postal Service. 10 Yr +
12.2018 - 01.2019
- Performs any variety of sales and customer services at a retail window or lobby, which may include selling postal products and services, accepting and delivering packages and mail.
- Provides sales and customer service support by greeting customers, offering assistance with product selection and use of self-service kiosk.
- Maintains appearance of store by arranging and replenishing displays and merchandise racks; ensures display and selling areas work stations, and storage areas are presentable to customers.
- Conducts product inventories by counting items on hand; attaches and removes security devices; accounts for items on display; and verifies and records sales floor inventory and shrinkage. Brings inventory discrepancies and shrinkage reports to the attention of the appropriate supervisory presence.
- Distributes and scans incoming and outgoing mail at a post office, branch or station.
- Performs any variety of mail processing tasks such as, preparing work area, loading mail onto automated equipment, removing mail from bins and placing into trays or containers, monitoring mail flow and culling out non-processable items.
- May perform additional duties as assigned including but not limited to maintaining records of mail; facing and canceling mail; making emergency carrier relays; labeling and tying out mail for dispatch and other related duties for distribution.
Server
Bubba's 33/ Texas Road House
11.2017 - 11.2018
- Assisted guests with making menu choices in an informative and helpful fashion.
- Promptly served all food courses and alcoholic beverages to guests.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Delivered exceptional, friendly and fast service.
- Maintained a professional tone of voice and words at all times, including during peak rush hours.
Customer Service Representative
US Bank Home Mortgage
07.2018 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by providing tailored mortgage solutions to fit individual needs.
- Built trust among clients by maintaining confidentiality and professionalism throughout the loan process.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Maintained up-to-date knowledge of industry trends, regulations, and lending programs to better serve clients'' needs.
Customer Service Representative
PFSweb
08.2017 - 11.2017
- Placed online orders for Elizabeth Arden and Laura Mercier Cosmetics Products
- Placed online orders for Elizabeth Arden and Laura Mercier Cosmetics Products
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
- Processed merchandise returns and exchanges.
- Generated leads for new sales through telephone and email contact with customers.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Care- Tech Support
ADT Security Services
11.2016 - 04.2017
- The main responsibility is to troubleshoot alarm systems and monitor any Burglar, Medical Or Fire alarms received from system Process bill payments with credit or debit cards Effectively managed a high-volume of inbound and outbound customer calls.
- Resolved service, pricing and technical problems for customers by asking clear and specific questions.
- Accurately documented, researched and resolved customer service issues.
Customer Service Representative
Well Fargo Dealer Service
04.2016 - 08.2016
- The main responsibility is to do outgoing welcome calls to new customers that have financed a new vehicle through Wells Fargo Dealer Services Described product to customers and accurately explained details and care of merchandise.
- Managed high call volume with tact and professionalism.
- Directed calls to appropriate individuals and departments.
- Provided an elevated customer experience to generate a loyal customer.
- Support customers and seek ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
- Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
- Regularly receive direction from supervisor and escalate questions and issues to more senior employees
- Interact with team on basic information, plus internal or external customers
Customer Service Representative
PLS Financial Services
09.2014 - 12.2015
- Maintained friendly and professional customer interactions.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Executed wire transfers, stop payments and account transfers.
- Rapidly and efficiently prepared customer and ATM cash and change orders.
Customer Service Representative
Tele-Performance Call Center
09.2013 - 09.2014
- The main duties and responsibilities of Customer Service Representative are to make sure that the customer was provide with the information they requested.
- Provide all information in a manner and efficient way.
- Offer new products and packages for the customers.
- Greet customers with the most upright respect.
- Update personal information Processed bill payment with debit or credit card.
Server/ Host/ Cashier
Furr's Fresh Buffet
02.2013 - 08.2013
- The main duties and responsibilities of Dining Attendants at Furr's are to take orders and serve them to customers while ensuring that all the primary requirements of every customer are well accommodated.
- Relay all food orders to the kitchen in a very efficient manner to make sure that every food order is processed accordingly.
- Perform inventory and balance their cash drawers, deal with a variety of customer service related issues, answer all customer questions regarding the products and others special services offered by the store, replace food, and other related duties concerning the customer.
Education
High School Diploma -
South Oak Cliff High School
2013
Skills
Customer Service
Problem-solving abilities
Multitasking Abilities
Critical Thinking
Team Collaboration
Relationship Building
Analytical Thinking
Conflict Resolution
Goal Setting
Documentation abilities
Professionalism
Decision-Making
Timeline
Policy Service Specialist
Farmers Insurance Company
03.2024 - 06.2024
Total Loss Claims Adjuster
State Farm
04.2023 - 12.2023
Insurance Services Representative
Nationwide Insurance Company
06.2022 - 12.2022
Customer Service Experience Specialist (Refinance)
Capital One
07.2020 - 11.2021
Claims Specialist
Esurance Insurance Services Inc.
09.2019 - 06.2021
Technical Support Specialist
Allstate Insurance Company
03.2019 - 07.2020
Holiday Clerk Assistant
US Postal Service. 10 Yr +
12.2018 - 01.2019
Customer Service Representative
US Bank Home Mortgage
07.2018 - 10.2018
Server
Bubba's 33/ Texas Road House
11.2017 - 11.2018
Customer Service Representative
PFSweb
08.2017 - 11.2017
Customer Care- Tech Support
ADT Security Services
11.2016 - 04.2017
Customer Service Representative
Well Fargo Dealer Service
04.2016 - 08.2016
Customer Service Representative
PLS Financial Services
09.2014 - 12.2015
Customer Service Representative
Tele-Performance Call Center
09.2013 - 09.2014
Server/ Host/ Cashier
Furr's Fresh Buffet
02.2013 - 08.2013
High School Diploma -
South Oak Cliff High School
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