TENESHA STONE
McDonough
Summary
Customer Support Specialist with 15 years in customer service, call center, and insurance sectors. Expertise in claims handling, customer relationship management, and problem resolution. Demonstrated ability to enhance customer satisfaction and uphold professional business standards.
Overview
9
9
years of professional experience
Work History
Claims Associate
State Farm Insurance Co.
03.2024 - Current
- Maintained accurate records of claims activities within company systems.
- Monitored industry regulations to ensure compliance in claims handling.
- Organized information by using spreadsheets, databases or word processing applications.
- Drafted statements of loss to summarize payments, underlying policy coverages and damages.
- Precisely calculated refunds, premiums, and adjustments.
- Managed asset recoveries for claims, including salvage, and subrogation.
- Processed claim settlements and payments totaling over $1 million to date, ensuring 97% on-time disbursements to customers and vendors.
Customer Resolution Specialist
City of Atlanta Department of Watershed Management
01.2022 - 03.2024
- Partnered with three key departments (billing, technical support, and customer retention) to streamline solutions for complex inquiries, reducing resolution time by 25% for cross-departmental cases.
- Resolved complex customer inquiries, leading to a 20% improvement in first-call resolution (FCR) metrics across the team.
- Facilitated communication across teams, contributing to the creation of two new process improvements, improving overall efficiency.
- Performed data entry tasks related to customer accounts and transactions.
- Created training materials for new employees on how to handle various types of customer inquiries.
- Followed up with customers after resolution of an issue to ensure satisfaction.
- Collected deposits or payments and arranged for billing.
Customer Support Specialist II
Southern Company Gas
Riverdale
12.2016 - 01.2022
- Managed customer accounts using internal CRM systems for accurate information tracking.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Prepared and dispatched 50+ emergency gas leak and field orders monthly, ensuring immediate response and resolution, with an average turnaround time of 30 minutes.
- Maintained precise documentation in the company’s tracking and troubleshooting system, achieving 100% compliance during audits and ensuring accuracy for all cases logged.
- Consistently met or exceeded company service metrics, maintaining a 98% compliance rate with policies, procedures, and quality standards.
- Responded to emergency service calls, ensuring timely resolution of gas-related issues.
- Upheld accurate records of all work performed including details about materials used, tests conducted, repairs completed.
Education
High School Diploma -
Butler High Schoo;
Augusta, GA05-2005
Skills
- Claims investigation and analysis
- Project management
- Negotiations and settlements
- Policy interpretation and coverage evaluation
- Process improvement
- Standard operating procedure creation
- Damage assessment and estimation
- Communication
- Data analysis
- CRM management
- Conflict resolution
- Call center operations
- Data entry
- Technical support
Timeline
Claims Associate
State Farm Insurance Co.
03.2024 - Current
Customer Resolution Specialist
City of Atlanta Department of Watershed Management
01.2022 - 03.2024
Customer Support Specialist II
Southern Company Gas
12.2016 - 01.2022
High School Diploma -
Butler High Schoo;