Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Trineice Maple

Houston,TX

Summary

Successful at developing and deepening customer relations and working well with everyone involved in investigating and adjudicating claims. In-depth understanding of procedures and compliance.

Overview

14
14
years of professional experience

Work History

Sr Claims Representative

Silverrock
02.2023 - Current
  • Conducted investigations into complicated mid- and high-exposure claims.
  • Updated field operations staff on status of open claims and current actions.
  • Recommended and set reserves based on expected payouts.
  • Collaborated with legal department on important claims.
  • Managed approximately 52 incoming calls, emails, and faxes per day from customers
  • Developed in-depth understanding of insurance policies and procedures.
  • Modified, updated and processed existing policies.
  • Calculated adjustments, premiums and refunds.

Case Manager Supervisor-Remote

CA-COVID 19 Rent Relief Program
08.2021 - 01.2023
  • Responsible for overseeing a group of 10 case managers, making outreach attempts to applicants via text, phone, and email to California residents who have been impacted by COVID 19.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Monitored program performance and outcomes for successful delivery of services.
  • Researched best practices and developed strategies to improve program outcomes.
  • Developed and implemented training programs for staff.
  • Provided leadership, guidance and support to staff members.

Airline Customer Service Agent

American Airlines/Envoy Air
10.2016 - 07.2021
  • Provided customers with baggage assistance, confirmed travel reservations and itineraries, completed flight check-ins and cargo acceptance, assisted during emergency situations and printed tickets using point-of-sale system.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Self-motivated, with a strong sense of personal responsibility.
  • Provided follow through on all calls with confirmations and dissemination of requested information.

Customer Service Representative Team Lead

Waste Management
06.2015 - 10.2016
  • Implemented company policies and procedures for professional, cohesive customer care.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.

Customer Service Supervisor

Jackson Hewitt
05.2010 - 06.2015
  • Responsible for monitoring a high volume of incoming calls in a call center environment; recruiting talents; checking customers' status with JHNET and various other tax-related programs; advising customers on policies, prices, and fees.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Coached employees through day-to-day work and complex problems.
  • Created customer support strategies to increase customer retention.
  • Monitored front areas so that questions could be promptly addressed.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Education

Bachelor of Science - Communications

Arizona State University
Mesa, AZ
2025

Skills

  • High-exposure claims experience
  • Claims Processing
  • Policy Interpretation
  • One Call Resolution
  • Talent Acquisition
  • Data Entry
  • Call center experience

References

Reference will be furnished upon request.

Timeline

Sr Claims Representative

Silverrock
02.2023 - Current

Case Manager Supervisor-Remote

CA-COVID 19 Rent Relief Program
08.2021 - 01.2023

Airline Customer Service Agent

American Airlines/Envoy Air
10.2016 - 07.2021

Customer Service Representative Team Lead

Waste Management
06.2015 - 10.2016

Customer Service Supervisor

Jackson Hewitt
05.2010 - 06.2015

Bachelor of Science - Communications

Arizona State University

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Trineice Maple