TIFFANY DRAKE-CABLE
Windsor
Summary
Enthusiastic individual with over 25 years of insurance and legal experience. Adaptable and driven with a strong work ethic, reliability, and ability to thrive in team-based or individually motivated settings. Offer excellent problem-solving and communication skills, identify customer needs, and deliver solutions. Excited to begin a new challenge and contribute to the success of the team.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced with providing strategic guidance and support to clients. Utilizes analytical skills and effective communication to drive solutions. Track record of fostering strong client relationships and delivering impactful advisory services.
As professional advisor, deeply committed to delivering actionable insights and fostering collaborative environments. Extensive experience in strategic planning and conflict resolution ensures impactful contributions to team success. Known for adaptability and results-driven approach, excelling in problem-solving and relationship management.
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in [Area of expertise] and working in 24/7 uptime environment.
Overview
26
26
years of professional experience
Work History
Client Success Advisor/Support Specialist
Lightwell Insurance Advisors of Colorado
04.2022 - Current
- Licensed property and casualty insurance producer in several states
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Review, advise, and sell commercial policies and coverages
- Handle quotes, applications, and delivery of specialty policies such as Wind Hail Buy Back, Flood, Worldwide Property and Liability, and Accident policies
- Handle coverage questions and complex inquiries
- Advocate for clients when there is a lack of progress and/or adjuster responsiveness on claims
- Manage and process customer requests and policy changes to their commercial policies
- Create Acord forms including Certificates of Insurance, Evidence of Insurance, and Binders
- Maintain high-volume workload and phone calls within a demanding environment
- Help develop, implement, and revise agency processes, including drafting documents and templates
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Cultivated network of industry professionals to support client needs beyond traditional insurance advisory services.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
Entrepreneur
Tiffany Twisted Company/Tiffany Twisted Designs
09.2020 - Current
- Started my own business in graphic design for apparel, drinkware, and other products, as well as create home décor products
- Create custom designs for customers
- Establish and maintain an e-commerce store
- Gain experience with social media advertising and marketing to a targeted audience
- Maintain accounting records, data entry, and preparation and filing of tax returns
Paralegal – Personal Injury
Jorgensen, Brownell & Pepin, P.C.
07.2021 - 02.2022
- Duties included all aspects of personal injury cases, pre-litigation workup, and litigation support
- Managed personal injury cases, file development, request medical and billing records, and track medical treatment and expenses in Excel spreadsheets
- Drafted letters, settlement demands, litigation pleadings, and discoveries
- Arranged depositions and setup coordination
- Negotiated settlements with insurance companies; negotiated medical lien payments with medical providers, Medicare, and Medicaid; and coordinated insurance benefits for clients
- Corresponded with attorneys, opposing counsel, clients, district and county courts, insurance companies, medical providers, and records retention providers
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Contributed to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Liaised with other paralegals and legal staff to complete common tasks on schedule.
- Prepared legal briefs, motions, and pleadings.
- Assisted in preparation of settlement proposals and agreements to help attorneys negotiate settlement in best interest of client.
- Conferred with clients and other involved parties to gather and track case information.
Auto Claim Adjuster,Arbitrator,Compliance Analyst
State Farm Insurance Company
10.1998 - 06.2021
- Investigated, evaluated, and negotiated auto and property damage claims in a demanding environment
- Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Demonstrated expert knowledge of auto insurance policies and coverages, allowing for accurate assessment of damages and appropriate claim payouts.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process.
- Streamlined the claims process by effectively coordinating with repair shops and rental car companies.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
- Maintained strong relationships with key stakeholders such as adjusters, agents, repair facilities, medical providers, and legal representatives for seamless collaboration throughout the claims process.
- Negotiated fair settlements with both customers and third-party claimants, balancing empathy with fiscal responsibility to protect company assets.
- Reduced disputes and appeals by establishing clear, transparent criteria for claims evaluation.
- Achieved significant reductions in processing errors through meticulous attention to detail in claims documentation.
- Tailored communication strategies to meet diverse needs of policyholders, enhancing overall customer experience.
- Conducted thorough investigations of auto accidents to accurately determine liability.
- Resolved complex claims efficiently, leveraging extensive knowledge of auto insurance policies and coverage.
- Enhanced customer satisfaction by providing empathetic and clear communication throughout claims process.
- Negotiated settlements with claimants and repair facilities to control costs while maintaining high levels of customer satisfaction.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Accurately confirmed coverage, damages, and reserves, and appropriately resolved claims promptly and efficiently
- Adhered to all Statutory and Regulatory Fair Claims Practices working toward equitable settlement of claims
- Worked directly with State Farm agents, staff members, policyholders, claimants, attorneys, and auto service providers to optimize handling customers’ claims
- Supported efficient handling of complex claims and follow-up on open, denied, or suspended claims to complete required pending items
- Selected by management to serve as a Certified Auto Insurance Claims Arbitrator
- Participated in professional development opportunities to strengthen product and service knowledge
- Maintained high-volume workload within a demanding environment; answered, screened, and processed numerous calls daily using a call management system and web-based communications
- Served as subject matter expert for all life insurance products and policy provisions
- Managed escalated customer concerns from Management and other Resolution Specialists, resolved complex issues and complaints
- Consistently achieved or exceeded 95% satisfaction rating with internal and external customers by providing exceptional service and support
- Boosted productivity by maintaining strong call control and quickly working to address diverse problems
- Pursued opportunities to advance client relationship skills and enhance customer satisfaction in every interaction
- Asked probing questions to determine customer needs, explained policy coverage and provisions, and accurately documented inquiries and resolutions
- Addressed and resolved customer complaints and collaborated closely with corporate attorneys, senior leadership, and state Departments of Insurance
- Investigated and resolved agency and policyholder fraud cases
- Conducted security audits of employees to assess established control systems and risk management
- Provided Agency marketing support with Life Insurance promotional strategies
- Created agendas and communication materials for annual department meetings
- De-escalated stressful situations with dissatisfied clients
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Prepared documentation and records for upcoming audits and inspections.
- Assisted in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
- Assisted investigation and risk management teams with fraud investigations and risk identification.
- Supported incident response efforts when breaches were identified by coordinating remediation efforts between multiple departments.
- Mitigated potential legal and financial risks by identifying and addressing compliance gaps.
- Played key role in successful audit defense, preparing detailed documentation and evidence of compliance.
- Negotiated with regulatory bodies to resolve compliance issues without incurring penalties.
- Developed and implemented corrective action plans for non-compliance issues.
- Conducted periodic compliance audits and reviews to identify areas of improvement.
- Established strong relationships with key stakeholders, facilitating cooperation in addressing customer concerns swiftly and effectively.
- Enhanced customer satisfaction by efficiently resolving escalated complaints and providing appropriate solutions.
- Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
- Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Contributed to company reputation by consistently delivering exceptional service during challenging situations with dissatisfied customers.
- Shared insights gleaned from escalated complaints with relevant departments, fostering a collaborative approach to continuous improvement efforts across the organization.
- Maintained detailed records of all escalated complaints, identifying trends and recommending improvements where necessary.
- Implemented regular feedback sessions with team members, promoting open communication and continuous improvement in complaint handling processes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Arts - English and Secondary Education, English, Secondary Education, Spanish, Teaching English as a Second Language
University of Northern Colorado
Greeley, CO05.1998
Skills
- Customer Service
- Case management
- Auto Insurance claims handling
- Property damage claims management
- Insurance complaint investigations
- Negotiations
- Reconciliations
- Dispute resolutions
- Collaboration
- Life Insurance policies knowledge
- Regulatory compliance
- Audits
- Life Insurance agency fraud investigations
- Bodily injury case management
- Settlement negotiations
- Legal writing
- De-escalation
- Rapport-building communication
- Attention to detail
- Independent work
- Teamwork
- Multitasking
- Priority management
- Professionalism
- Analytical skills
- Adaptability
- Insurance claim programs
- Analytical thinking
- Legal research
- Claims handling
- Policy interpretation
- Critical thinking
- Customer relationship management
- Customer relations
- Claims investigation
- Written communication
- Training and coaching
- Insurance regulations knowledge
- Adobe acrobat
- Relationship building
- Document drafting
- Internal auditing
- Problem-solving
- Document preparation
- Investigations expertise
- Conflict resolution
- Administrative support
- Due diligence
- Support services
- Strategic thinking
- Proficient in MS office
- Proficient in Applied EPIC
- Call management systems
- Documentation skills
- Training and mentoring
- Empathy and patience
- Fraud detection
- Operations support
- Decision-making
- Insurance regulations
- Escalation handling
- Proofreading
- Claims investigations
- Attorney support
- Customer service expertise
- Claims process explanation
- Documentation management
- Research
- Case summaries
- Documentation review
- Litigation support
- Records management
- Compliance
- Repair cost estimation
- Customer service
- Active listening
- Client relationship management
- Powerpoint presentations
- Goal setting
- Sales strategies
- Auto damage appraisal
- Auditing experience
- Exceptional writer
- Document review
- Emotional intelligence
- Negotiation
- Customer engagement
- Insurance policy knowledge
- Client communication
- Interviewing witnesses
- Data entry
- Problem-solving abilities
- Documentation and reporting
- Reliability
- Team collaboration
- Issue resolution
- Customer service management
- Decision-making skills
- Customer retention
- Effective communication
- Fraud investigation
- Issue escalation
- Needs assessment
- Quality assurance
- Teamwork skills
- Industry knowledge
- Records organization and management
- Evidence analysis
- Claims processing
- Cross-functional coordination
- Empathy and understanding
- Pre-trial preparation
- Team building
- Interpersonal communication
- Self motivation
- Excellent communication
- Organizational skills
- Friendly and patient
- Multitasking Abilities
- Employee relations
- Continuous improvement
- Relationship development
- Customer communication and empathy
- Interpersonal skills
- Conflict management
- Administration collaboration
- Case file organization
- Call center operations
- Customer service expert
- Policy research
- Employee scheduling
- Customer needs assessment
- Negotiation skills
- Incoming call management
- Delegation
- Communication skills
- Claims settlement
- Client account management
- Emotional support
- Effective multitasking
- Detail orientation
- Legal document preparation
- Client support
- LexisNexis
- Client billing
Professional Certifications And Achievements
- Property & Casualty Insurance Adjuster's Licenses (multiple states)
- Licensed Property & Casualty Producer (multiple states)
- Certified Auto Insurance Claims Arbitrator
- AIC (Associate in Claims)
- ACS (Life Insurance Associate, Customer Service)
- AIRC (Associate, Insurance Regulatory Compliance)
- ALMI (Associate, Life Management Institute)
- Certificate in Regulatory Compliance Essentials
- FLMI (Fellowship, Life Management Institute) – in progress
- Completed Personal Injury Paralegal Bootcamp (voluntary)
2024 Servant Heart Award
This is 1 of 4 agency core values. Our agency votes on the one employee who exemplifies each core value. I was voted as having the most Servant Heart by my co-workers and agency.
Timeline
Client Success Advisor/Support Specialist
Lightwell Insurance Advisors of Colorado
04.2022 - Current
Paralegal – Personal Injury
Jorgensen, Brownell & Pepin, P.C.
07.2021 - 02.2022
Entrepreneur
Tiffany Twisted Company/Tiffany Twisted Designs
09.2020 - Current
Auto Claim Adjuster,Arbitrator,Compliance Analyst
State Farm Insurance Company
10.1998 - 06.2021
Bachelor of Arts - English and Secondary Education, English, Secondary Education, Spanish, Teaching English as a Second Language
University of Northern Colorado
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