Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiaranee Williams-Kelley

Dallas,TX

Summary

Client-focused Customer Service and Claims Professional with 12+ years of experience in insurance, finance, and banking. Proven ability to resolve high-volume claims, handle complex customer issues, and manage auto, loan, and property-related accounts with care and accuracy. Known for empathy, problem-solving, and exceeding client expectations across multiple high-pressure industries. Skilled in fraud detection, underwriting support, and policy servicing.

Overview

11
11
years of professional experience

Work History

Business Client Care Servicing Specialist I

Truist Bank
11.2024 - Current
  • Analyzed customer inquiries to resolve issues efficiently and enhance satisfaction.
  • Developed and maintained knowledge base for service processes, improving team support capabilities.
  • Implemented process improvements that streamlined workflows and reduced resolution time for customer requests.
  • Handle 100+ inbound inquiries regarding business products, accounts, and policies.
  • Act as a client advocate to ensure accurate and timely resolution of account issues.
  • Track complaints, follow-up requests, and unresolved problems with empathy.
  • Maintain high service standards while educating clients on system tools and updates.
  • Delivered exceptional customer service as a dedicated point of contact for high-priority clientele, addressing their unique concerns and requirements.

Claims & Insurance Support (Contract Assignments)

State Farm, Esurance, Allstate, Nationwide, Farmers, ADT, Humana
03.2016 - 06.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Investigated and processed complex insurance claims including total loss, fraud detection, and property damages.
  • Resolved inbound inquiries related to policy provisions, underwriting, and settlements.
  • Guided policyholders through escalated claims processes while ensuring compliance.
  • Worked across multiple systems, supporting auto finance, auto, and home insurance policies.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Achieved performance goals in call handling, accuracy, and satisfaction across all client contracts.

Banking & Loan Support Specialist – Contract Roles

Capital One, US Bank, Wells Fargo Dealer Services, PLS Financial
09.2014 - 11.2022
  • Facilitated loan application processing, ensuring compliance with regulatory requirements and internal policies.
  • Collaborated with cross-functional teams to streamline communication and improve loan processing timelines.
  • Analyzed borrower documentation for accuracy, identifying potential discrepancies to mitigate risk.
  • Supported auto loan refinance and mortgage processing for pre-approved clients.
  • Processed transactions, answered loan payoff questions, and ensured regulatory compliance.
  • Delivered high-level service during phone, chat, and in-person support interactions.
  • Provided guidance on payment options, refinancing terms, and new account setup.
  • Processed transactions accurately and efficiently using point-of-sale systems.
  • Managed cash drawer, ensuring accurate cash handling and reporting discrepancies.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.

Holiday Clerk Assistant

United States Postal Service, USPS
12.2018 - 01.2019
  • Assisted in sorting and distributing mail efficiently during peak holiday periods.
  • Collaborated with team members to ensure timely processing of packages and shipments.
  • Managed customer inquiries, providing accurate information and support regarding services.
  • Maintained organized records of incoming and outgoing mail for improved tracking.
  • Assisted customers with postal transactions and mail processing during peak season.
  • Managed inventory, organized displays, and ensured timely package distribution.

Education

High School Diploma -

South Oak Cliff High School
Dallas
06-2013

Skills

  • Problem resolution
  • Decision-making
  • Cross-functional coordination
  • Customer service
  • Problem-solving
  • Attention to detail
  • Time management
  • Teamwork and collaboration
  • Problem-solving abilities
  • Multitasking
  • Excellent communication
  • Critical thinking

Timeline

Business Client Care Servicing Specialist I

Truist Bank
11.2024 - Current

Holiday Clerk Assistant

United States Postal Service, USPS
12.2018 - 01.2019

Claims & Insurance Support (Contract Assignments)

State Farm, Esurance, Allstate, Nationwide, Farmers, ADT, Humana
03.2016 - 06.2024

Banking & Loan Support Specialist – Contract Roles

Capital One, US Bank, Wells Fargo Dealer Services, PLS Financial
09.2014 - 11.2022

High School Diploma -

South Oak Cliff High School

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