Viridiana Diaz
Anaheim,CA
Summary
Motivated and adaptable customer service and claims analyst specialist seeking a role in a company committed to fostering employee development and advancement. eager to utilize exceptional communication and problem-solving skills to drive customer satisfaction and contribute to company growth while pursuing opportunities for career progression.
Overview
9
9
years of professional experience
Work History
Claims Analyst
Fabrica
09.2022 - Current
- Investigate daily incoming claims using multiple systems and tools
- Process new claims in timely manner and provide a response within the first 48 hours
- Manage claims throughout and correspond accordingly with both sales representatives and dealers to facilitate resolution
- Enter and thoroughly inspect replacement orders for approved claims
- Coordinate shipping and freight for return order with a broker and freight company as well as the original dealer
- Contract 3rd party inspectors in order to thoroughly investigate a claim as needed
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Conducted thorough investigations into each claim, gathering relevant data and documentation to support decision-making processes.
- Evaluated original investigation reports and documents to resolve secondary concerns.
Customer Sales Representative
Unique Garage Doors
08.2015 - 09.2022
- Served a multitude of clients from a wide portfolio, through email conversations, over the phone and face to face meetings in person or over zoom
- Handled the introduction of new accounts, from explaining and outlining the necessary requirements, to the activation of new accounts throughout their sixth month probationary period
- Chased and make cold calls on potential new clients
- As well chasing leads provided from upper management
- Personally handled five to six major accounts per day, processing from twenty to thirty orders per major account, and sixty to seventy orders from minor accounts within my portfolio
- Assisted numerous clients on an inbound call server resolving issues about material return, damaged products, and the deposit and transfer of funds for clients
- Disputed issues between large accounts involving late payments, unauthorized users, and disputed transactions
- Fielded questions regarding merchandise, sales, quotes and upcoming policy charges to both homeowners and clients
- As well as delivering updates on eta delays based on our supply of raw material
- Trained and managed new personnel in the company, introducing them and getting them acclimated to programs such as quickbooks, Microsoft Excel and Outlook
- As well as keeping them up to date regarding company policies, city and changes to our prices and fees
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
Education
High School Diploma -
Anaheim High School
06.2012
Skills
- Bilingual (English and Spanish)
- Microsoft Word
- Microsoft Excel
- PowerPoint
- QuickBooks
- AS400
- Problem-Solving
- Multitasking Abilities
- Communication
- Customer Service
- Claim investigation
Timeline
Claims Analyst
Fabrica
09.2022 - Current
Customer Sales Representative
Unique Garage Doors
08.2015 - 09.2022
High School Diploma -
Anaheim High School
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