Summary
Overview
Work History
Education
Skills
Timeline
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Candice Dabney

Tempe

Summary

Experienced customer service and claims professional with a proven ability to handle high volumes of customer interactions in fast-paced environments with minimal supervision. Skilled in delivering exceptional service, resolving complex issues, and maintaining service levels. Strong communication, problem-solving, and negotiation skills, with the ability to make independent decisions and de-escalate situations effectively.

Overview

10
10
years of professional experience

Work History

Claims Adjuster

State Farm
08.2023 - Current
  • Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
  • Examined claims forms and other records to determine insurance coverage.
  • Verified insurance claims and determined fair amount for settlement.
  • Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.

Workforce Real Time Analyst

Fiserv
11.2019 - 07.2022
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized schedules, forecasts and other tools to present to management.

Customer Service Representative

Fiserv
12.2016 - 11.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers with starting/investigating fraud charges on Visa/MasterCard credit cards

Technical Support Representative

DIRECTV
12.2014 - 10.2016
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Education

Business And Computer Skills -

Pickens Technical College
Aurora, CO

Colorado State High School
Denver, CO

Skills

  • Customer Service Excellence
  • Claims Investigation & Evaluation
  • Workforce Management & Scheduling
  • Report Writing & Data Compilation
  • Microsoft Office Suite Proficiency
  • Active Listening & Communication
  • Multitasking & Prioritization
  • Documentation & Research
  • Attention to Detail
  • Positive Attitude & Team Collaboration
  • Fraud Investigation Support

Timeline

Claims Adjuster

State Farm
08.2023 - Current

Workforce Real Time Analyst

Fiserv
11.2019 - 07.2022

Customer Service Representative

Fiserv
12.2016 - 11.2019

Technical Support Representative

DIRECTV
12.2014 - 10.2016

Business And Computer Skills -

Pickens Technical College

Colorado State High School

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Candice Dabney