Toni-Ann Dempster
STATE FARM
10
years of professional experience
Customer-focused account support professional with 10+ years experience managing high-volume customer interactions, resolving complex issues, maintaining accurate account documentation and coordinating across multiple departments to deliver seamless customer experiences. Proven ability to investigate escalations, manage competing priorities, communicate effectively with customers and internal stakeholders and follow issues through resolution. Experienced in CRM systems, reporting, data entry, workflow coordination and process improvement. Recognized for strong organization, attention to detail, adaptability and commitment to providing timely, accurate customer support in fast-paced environments.
Work History
Claims Associate
3 Years 7 Months- Coordinated effective communication and support during the resolution of customer claims and service requests.
- Serve as a single point of contact for customers, responding to inquiries, communicating status updates and next steps, and resolving routine escalations.
- Investigate customer issues and claim discrepancies by reviewing account information, documentation, and supporting records to determine appropriate resolution steps.
- Coordinated with customers, vendors, and cross-functional teams to resolve complex issues, facilitating timely service and claim resolution.
- Manage multiple active cases simultaneously, prioritizing time-sensitive requests and following outstanding items through completion.
- Communicate claim decisions, requirements, and resolution steps clearly to customers by phone and email.
- Supported operational and process improvement initiatives to enhance efficiency and elevate overall customer experience.
- Coached and supported peers on workflows and customer service processes, enhancing team performance and collaboration.
- Earned promotion from S2 to S3 based on demonstrated performance, reliability, and continued professional development.
- Managed complex claim investigations, ensuring timely resolution of disputes.
Customer Service / Sales Associate
8 Months- Managed end-to-end customer accounts throughout the vehicle purchasing process, providing ongoing support from initial engagement through delivery.
- Acted as primary customer resource, addressing inquiries, providing timely updates, resolving concerns, and coordinating solutions to purchase-related issues.
- Collaborated across finance, registration, logistics, operations, and other internal teams to resolve customer blockers and support a seamless purchasing experience.
- Tracked outstanding customer requirements and internal action items to ensure purchases progressed according to expected timelines.
- Monitored customer requirements and internal action items to ensure timely progression of purchases.
- Maintained accurate customer account information and documentation in internal systems to support efficient processing and service delivery.
- Proactively identified issues that could impact the customer experience and worked with appropriate teams to facilitate resolution.
- Managed multiple customer accounts and competing priorities, ensuring clear and professional communication throughout.
Hospitality Director
5 Years 9 Months- Directed daily hospitality and operational activities in a high-volume customer-facing environment, ensuring consistent service standards and efficient operations.
- Led team in resolving customer concerns, enhancing overall customer satisfaction.
- Coordinated operational functions to identify service barriers and streamline workflows.
- Implemented process improvements that supported more efficient operations and improved on-time customer service.
- Coordinated across operational functions to identify service barriers, resolve issues, and maintain efficient workflows.
- Prepared operational reports and performance summaries for leadership, highlighting service trends, staffing needs, and opportunities for improvement.
- Implemented process improvements to enhance operational efficiency and ensure timely customer service.
- Managed competing operational priorities and responded quickly to unexpected service issues in a fast-paced environment.
Education
Bachelor's Degree
Skills
Customer Success Support
Customer Account Management
Client Relationship Support
Cross-Functional Collaboration
Escalation Management
Project & Workflow Coordination
SLA & Deadline Management
Reporting & Data Analysis
Customer Communications
Customer & Business Systems: CRM Systems
Claims Management Systems
Customer Account Records
Data Entry
Records Management Reporting & Analysis: Microsoft Excel
Reporting
Data Analysis
Performance Tracking Productivity & Presentations: Microsoft Word
Microsoft PowerPoint
Microsoft Outlook Operations: Workflow Coordination
Customer Documentation
Cross-Functional Communication
Process Improvement
Timeline
Claims Associate
STATE FARM
01.2023 - CurrentRead More
Customer Service / Sales Associate
CARVANA
03.2022 - 11.2022Read More
Hospitality Director
CHICK-FIL-A
05.2016 - 02.2022Read More
Georgia State University
Bachelor's Degree
Read More