Natalie Williams
Stone Mountain
Summary
Expert in customer service with a strong foundation in claims management and client communication. Utilizes psychological insights to tailor responses and resolve inquiries effectively. Proven ability to enhance operational efficiency and ensure customer satisfaction through strategic engagement and problem-solving.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Claim Handler-SHU Express
State Farm Insurance
Dunwoody
09.2024 - Current
- Guided policyholders through claims process, delivering exceptional customer service.
- Managed client correspondence to promptly address all questions and concerns.
- Facilitated claims process navigation using available resources for effective support.
- Clarified inquiries and provided information to improve understanding of claims.
Claim Handler Auto Initial Loss Reporting
State Farm Insurance
Dunwoody
01.2019 - 09.2024
- Delivered exceptional customer service throughout all stages of claims handling.
- Guided policyholders through claim processes, enhancing clarity and understanding to improve customer satisfaction.
- Provided comprehensive answers to questions, equipping policyholders with resources to navigate claims effectively.
- Analyzed claims to assess coverage levels and determine liability extent.
- Collaborated with underwriters, adjusters, and legal counsel to resolve complex claim cases efficiently.
Customer Service/Sale Rep
Global Industrial
Buford
01.2018 - 12.2018
- Facilitated customer orders, reorders, and updates on purchases for current and new clients.
- Managed client interactions, tailoring responses to enhance customer satisfaction.
- Executed upselling strategies on orders, increasing overall sales revenue.
- Achieved monthly quotas through strategic customer engagement.
- Completed daily sales targets consistently to drive revenue.
- Promoted monthly specials, boosting product visibility and driving sales growth.
- Processed payments efficiently to enhance customer experience.
- Assisted in processing daily transactions to ensure smooth operations.
Workforce Admin Coordinator/Customer Ser. Rep
Charter Communication Inc./Spectrum Cable
Duluth
08.2005 - 05.2017
- Promoted from dispatcher to workforce coordinator due to recognition of leadership skills.
- Coordinated timely installations and repairs to enhance customer satisfaction.
- Optimized field technicians' productivity through effective performance monitoring.
- Managed field routes, ensuring flexibility for technicians and on-time guarantees.
- Monitored real-time performance and job completion of assigned technicians.
- Continuously adjusted work assignments to meet dynamic operational needs.
- Followed up with supervisors during unscheduled times to address issues promptly.
- Liaised with dispatchers, mentoring peers to enhance customer experience.
Education
Master's - Psychology
University Of Phoenix
Atlanta, GA12-2013
Bachelor's - Psychology
University Of Phoenix
Atlanta, GA06-2011
High School Diploma -
Shamrock High School
Decatur, GA05-1995
Skills
- Customer service excellence
- Customer inquiry resolution
- Client relationship development
- Client phone outreach
- Customer email support
- Communication skills
- Writing proficiency
- Attention to detail
- Analytical skills
- Time management
- Organizational abilities
- Performance under pressure
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- E-commerce strategies
- Business development initiatives
- Sales techniques
- Strategic planning
- Critical thinking skills
- Risk assessment capabilities
- Childcare management
- Contractor management
- Claims coordination
- Claims assessment
- Initiative and proactivity
- Professional conduct
- Workforce Admin Coordinator
- Productivity software utilization
- Client phone outreach
Certification
- Property & Casualty License
- Driver's License
Languages
English
Skills Strengths
- Exceptional listening, verbal and written communication skills.
- Maintain professional image and conduct.
- Highly motivated.
- Well organized.
- Ability to perform under pressure.
- Results oriented.
Personal Information
- Alexandria, VA
- Maryland
willing to relocate
Timeline
Claim Handler-SHU Express
State Farm Insurance
09.2024 - Current
Claim Handler Auto Initial Loss Reporting
State Farm Insurance
01.2019 - 09.2024
Customer Service/Sale Rep
Global Industrial
01.2018 - 12.2018
Workforce Admin Coordinator/Customer Ser. Rep
Charter Communication Inc./Spectrum Cable
08.2005 - 05.2017
Master's - Psychology
University Of Phoenix
Bachelor's - Psychology
University Of Phoenix
High School Diploma -
Shamrock High School