Cierra C. Alford

• Complex Claims for Demand Pool B: Responsibilities include:
• Proficient handling for states California, New York, Washington, Michigan, Missouri and Arkansas through an obtained Florida state adjuster's license.
• Promoting professional client relationship with remarkable and effective verbal and written communication with insureds, claimants, attorneys, agents offices and authorized internal teams.
• Managing claims inventory of minimum 35+ claims at all times; with additional Load levels and no inventory cap (Receiving additional claims unexpectedly due to volume.)
• Managing reserve amounts of high cost claims and claims over the authority of other individual adjusters and team environments.
• Ensuring claims are within correct departments and coded adequately for handling department prior to releasing ownership of claims.
• Upholding first level and second level communications on activities, tasks, and contacts sent via claim's, email's or team's communications within mandated communication timeline(s).
• Complying with State by State and Department of Insurance regulations for communication requirements, claim's processing requirement and more.
• Actively engaging in team meetings and surveys to better assist with company pillars of success.
• Working with positive and negative feedback to provide higher performing metrics.
• Ownership over coverage claims involving but not limited to; Out of force policies, Policy Exclusions, Policy verbiage, Authorized sharing of Policy details with authorized attorneys.
• Accountability when handling auto Estimatic disputes over damages or payments.
• Ownership over comparative negligence claims decisions/ Disputed claims decisions.
• Monitoring claims where additional recorded statements or evidence might be requested by Arbitrations team for final liability determinations against other insurance companies.
• Monitoring claims handled within third party for litigated and arbitrated claims until exceeded by statutory limitations.
• Monitoring claims where potential fraud indicators are present and further investigation is required to determine if NIBC indicators prevent conclusion of the claim(s).
• Monitoring claims that may or may not require additional approval, authorization of limits for payment, or authorized file notes indicating a movement to another department.
• Advanced knowledge of tools and systems for claims handling; organization management.
• Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
• Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
• Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
• Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
• Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
• Attended industry conferences and workshops to stay current on trends and developments within the field of claims adjusting.
• Managed catastrophic loss events effectively by coordinating rapid response efforts and providing support to impacted policyholders.
• Evaluated coverage accurately by interpreting complex insurance policies and applying them to specific claim scenarios.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.

• Trained Departments:
• Casework: Responsibilities include:
• Mastering state by state document requirements.
• Working independently and making finalize decisions after reviewing and accepting/denying casework documents such as: Titles, Registration, TitleCheck, Identification cards, 10-Day Payoffs, Lien Release Letters, AOI's (Articles of Incorporation), Odometer Disclosures, AutoCheck Discrepancies, Power of Attorney's, Negative/Positive Equity Checks, Vehicle Purchase Agreements and more…
• Performing Registration, TitleChecks, AOI's and 10-Day payoff pulls via DMV123 services on authorized spending accounts.
• Assessing Damages on uploaded images via Cam/Salesforce.
• Submitting finalized information into Cam/Salesforce that is used for Sell To Carvana appointment.
• Requesting new/corrected documents prior to proceeding with approval of Sell To Carvana purchases.
• Independently deciding if accounts are ready for approval, and if so; moving them forward with your trusted information.
• Team Captain: Responsibilities include:
• Assisting scheduling meetings for pods of 7-15 people.
• Submitting recommendations for advocate flexing based on business need.
• Actively helping our personal Team and fellow Teams with any assistance or questions.
• Leading as Casework assistant of the day to individual team while flexing in scheduled position.
• Independently developing slack channels for optimal employee communication and customer resolution management.
• Providing Side-by-Side allotments of 1-2 hours for newly trained advocates.
• Assisting with floor support throughout in-office position days.
• Chat/Longform/SEB AI Responsibilities include:
• Multitasking between 1-7 chats simultaneously.
• Using canned responses with personable detail for connected customer experience.
• Flexing between 3 forms of Digital communication assistance via Chat, Longform and Seb AI impersonations.
• Using tools such as Front, Slack, and Thread Mover for internal communication.
• Assigning Longform threads to yourself at a competitive pace to improve productivity and stats.
• Placing internal notes for unresponded threads that need to be prioritized.
• Inbound STC(Sell To Carvana) Advocate: Responsibilities include:
• Answering Inbound Customer service calls in regards to placing appraisals to sell and trade their vehicle(s) with Carvana.
• Submitting appraisals for customers via internal tools such as Cam and Admin.
• Assisting customers via Impersonation tools and email with uploading documents.
• Explaining quality features of Carvana such as why Carvana is different from a dealership, and providing haggle/hassle free experiences.
• Communicating with fellow departments via Slack for 1 person interaction with customers.
• Virtual Appointment Flex: Responsibilities include:
• Answering Inbound Customer service calls to schedule/assist with Virtual Appointment process.
• Flexing as a Verified Field Advocate for online virtual appointments to purchase vehicles from customers.
• Guiding customers through virtual call to complete vehicle sale.
• Issuing documents such as Vehicle Purchase Agreements, Odometer Disclosures and Power of Attorney to customers via a service called Notorize.
• Issuing ACH payments to customers final step payment on sale.

• Customer Retention and Sales-ll. Responsibilities include:
• Handle high volume customer service of minimum 50-60 calls a day.
• Flexibility to work mandatory and non-mandatory overtime to ensure business needs are met.
• Multi-task between multiple systems including CRM, RIO, Clarify, Google Doc, Telegence, MyCSP, Q messenger, Smart Chat and more.
• Accepting ownership for any call you receive for any service offered by AT&T including Uverse Internet, Uverse VOIP phone, Directv, AT&T TV, Mobility phone lines and other third party providers.
• Encouraging insider sales to help offer the newest products to meet customers individual needs.
• Retention requiring resolving issues to prevent customers from cancelling one of our multiple services.
• Using discovery questions to determined needs of the customer for current and future references.
• Following updates consistently with MyCSP to keep up to date with latest changes and offers.

Customer Service Supervisor ; on demand New Hire Trainer. Responsibilities include:

• Taking escalated calls for the Instacart company on Shopper and Customer calls while using computer systems to track data, and manage call.
• Using Google Doc / Microsoft / Instacart Hardware to document training of agents on new policies across the floor.
• Training new agents (abay) classes of 15-30 people on the functioning of Instacart Policy, procedures, and guidelines expected of agents while representing Instacart on and off the work floor.
• Working alongside Team Leads, Operations Managers and Directors to provide excellent supervisor services to both agents and incoming callers.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.

Inbound customer service agent. Responsibilities include:

• Taking the front of agent calls for the Instacart company on Shopper and Customer order issues.
• Placing documentation, ticket escalation(s) during calls regarding assistance for caller.
• Balanced multiple tasks simultaneously during peak call times, delivering consistent quality service under pressure.
• Attended regular meetings with management to discuss areas of improvement, implementing feedback into daily work habits for continuous growth in the role.
• Contributed to a positive work environment by supporting colleagues in achieving team goals through collaboration and open communication.

Hostess Team Lead of FOH (front of house). Responsibilities include:

• Morning prep and scheduling prior to open availability to the public.
• Training of new Host/Hostess's upon hiring.
• Ensuring customer's satisfaction throughout their night with us by maintaining a quick speed, friendly face, and happy assistance.
• Assisted management with hiring, training, and evaluating new host/hostess staff members to maintain a high-performing team.
• Ensured smooth transitions between shifts by thoroughly communicating pertinent information with incoming team members during shift changeovers.
• Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
• Assigned patrons to tables suitable for needs and restaurant section rotation.
• Regularly reviewed and updated menu knowledge, enabling prompt and accurate responses to guest inquiries.
• Upheld cleanliness standards throughout the front-of-house area, contributing to the overall ambience of the establishment.