Valery Else
Customer Service
Azle,TX
Summary
Seeking employment as a Customer Service Specialist in a technology centered company where call center, fraud, and advising experience is important in delivering exceptional customer service and support. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software. Hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Claims Adjuster
State Farm
02.2022 - 12.2022
- Investigate nature of damage being claimed
- Interview witnesses to understand nature of claim and gain clear understanding of what occurred prior to claim
- Evaluate police reports, video footage, previous insurance claims, and other information to further understand incident
- Create reports detailing all events and damage related claims research cost of repairing damage
- Review claim holder’s insurance policy in order to determine what should be covered
- Coordinate services of mechanics, architects, contractors, etc to ensure damage is repaired
- Negotiate claim settlements with claimants and/or their legal teams
- Experienced in working with variety of clients and deadlines
- Resolved complex, severe exposure claims using high service oriented file handling.
- Prepared summaries of damage, payments, and policy coverage.
- Synthesized data into comprehensive quarterly written reports for management.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Evaluated original investigation reports and documents to resolve secondary concerns.
- Incorporate Insurance objectives to achieve action plans and strategies.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Substantiated legitimate claims and denied unjustified claims.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Answered customer questions regarding deductibles.
- Maintained claims data in Ecs systems.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Followed up with insured individuals regarding premium and deductibles payments.
- Documented information gathered in field and uploaded data to company database for efficient processing using ECS
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Examined claims forms and other records to determine insurance coverage.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Analyzed information gathered by investigation and report findings and recommendations.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Identified suspicious losses and contacted manager for investigative assistance.
- Documented all investigation activity and presented reports to management.
- Researched claims and incident information to deliver solutions and resolve problems.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
Fraud Operations Specialist
Experian Consumer Service, Fraud Restoration
01.2018 - 02.2022
- Assisting thousands of customers with fraud on credit
- Restoring credit to pre-theft state
- Disputing inaccuracies
- Reaching out to creditors
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Worked with third-party vendors to access and analyze data and systems.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Implemented internal controls to maintain integrity and accuracy of financial records.
Client Services Representative
Experian Consumer Services
07.2010 - 01.2018
- Demonstrate strong customer service skills with a positive and collaborative tone with both customers and co-workers
- Educate the consumer on the dispute process and offer options
- Enter data accurately and efficiently into the appropriate database system
- Handle escalated consumer issues.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Managed timely and effective replacement of damaged or missing products.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained and managed customer files and databases.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Offered personalized solutions to meet customer requirements and close sales.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service
Adecco
01.2006 - 01.2008
- Act as the primary point of contact for the assigned customer base, developed a positive ongoing relationship with customers
- Identified customer needs and developed sales strategies to meet objectives
- Communicated promptly and regularly with customers regarding all systems integrity issues, recommendations, and any other solutions that were quoted.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Sought ways to improve processes and services provided.
- Developed and updated databases to handle customer data.
- Answered constant flow of customer calls with minimal wait times.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Updated account information to maintain customer records.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Created and maintained detailed database to develop promotional sales.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Tracked customer service cases and updated service software with customer information.
- Maintained up-to-date knowledge of product and service changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded to customer requests for products, services, and company information.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Stream
01.2005 - 01.2006
- Provided customer service by answering inbound calls, making outbound calls to customers and/or service providers, and responded to emails
- Entered data entry of customer and account information and transactions.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Promoted available products and services to customers during service, account management, and order calls.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Handled customer inquiries and suggestions courteously and professionally.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Increased efficiency and team productivity by promoting operational best practices.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed and updated databases to handle customer data.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Check Extractor
Bank of America
01.1999 - 02.2000
- Processed transactions in one or more of the company’s internal operations to support domestic and international consumers
- Responsibilities included basic level reporting; call center support, reviewing and processing transactions, sorting checks using electronic equipment, and reconciling statements.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered customer telephone calls promptly and appropriately handled needs.
- Processed deposits and payments as part of reservation management.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Entered information into reservations system to update and maintain records.
Education
Medical Assistant Certifications - Medical Assisting
Collin County Community College
Collin County Community College08.2015
No Degree - Computer Technical Skills
Bill J. Priest Technical School For Computers
Dallas, TX05.2007
High School Diploma -
South Garland High School
Garland, TX05.1989
Skills
- Clear Communication Skills
- Ability to Use Positive Language
- Empathy
- Dependable
- Time Management Skills
- Computer:
- MS Office/Outlook/Word/Excel
- Remote/Hybrid: Working from home as well as going into office to complete work
- Time Management
- Accounts Payable and Accounts Receivable
- Problem-Solving Skills
- Conflict Management
- Conference and Meeting Planning
- Social Perceptiveness
- Telephone Reservations
- Check in and Checkout Procedures
- Availability Record Keeping
- Rewards Programs
- Quality Assessments
- Office Supplies and Inventory
- Dynamic Communication Skills
- Message Delivery
- Mentoring
- Registration
Timeline
Claims Adjuster
State Farm
02.2022 - 12.2022
Fraud Operations Specialist
Experian Consumer Service, Fraud Restoration
01.2018 - 02.2022
Client Services Representative
Experian Consumer Services
07.2010 - 01.2018
Customer Service
Adecco
01.2006 - 01.2008
Customer Service Representative
Stream
01.2005 - 01.2006
Check Extractor
Bank of America
01.1999 - 02.2000
Medical Assistant Certifications - Medical Assisting
Collin County Community College
No Degree - Computer Technical Skills
Bill J. Priest Technical School For Computers
High School Diploma -
South Garland High School
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