Elisa Madril
Chandler
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claims Specialist
State Farm
08.2023 - Current
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Conducted full claim investigations and reported updates and legal actions.
- Posted payments to accounts and maintained records.
Online Services Training Mentor
Arizona Financial Credit Union
01.2018 - 02.2023
- Responsible for company Social Media pages including Instagram, Twitter & Facebook
- Organized and maintained periodic inspection of online procedures and processes within the organizational knowledgebase
- Facilitated training and support to new and current employees specific to Technical Support, Business Banking and new employee onboarding
- Developed enhanced training materials for technical support representatives including Zelle (Compass), Bill Pay (CST) and the online banking platform provided by NCR
- Reviewed and evaluated voice calls, chats and email communication for efficiency and quality
- Provided one-on-one call reviews and coaching with individuals to identify areas of opportunity
- Utilized appropriate organization applications such as LiveEngage, Okta, ServiceNow, SilverCloud, and Shortel phone systems.
- Facilitated virtual, in-person and blended learning sessions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Built and maintained professional relationships with vendors and suppliers.
Eservices Consultant
Arizona Financial Credit Union
01.2016 - 01.2018
- Held various positions including customer service with communication channels via phone, email, online chat, and video support
- Supported employees as an Organizational Help Desk representative, providing assistance and offering solutions within the organization
- Provided continuous support for internal employees and external lines with customers through various communication channels
- Communicated with external vendors such as NCR and Fiserv to ensure product quality and functionality for online and mobile banking platforms.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Teleservices Consultant I & II - Organizational Help Desk
Arizona Financial Credit Union
01.2013 - 01.2016
- Effectively developed multitasking skills to effectively communicate by phone while strengthening computer skills and product knowledge within the organization.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associate in Arts, Emphasis in Science -
Rio Salado College
Tempe, AZSkills
- Accident Investigations
- Compliance Management
- Coverage Assessments
- Documentation Review
- Policy Interpretation
- Customer Service
- Decision Making
- Time Management
Certification
- Florida Adjuster License - August 2023
Timeline
Claims Specialist
State Farm
08.2023 - Current
Online Services Training Mentor
Arizona Financial Credit Union
01.2018 - 02.2023
Eservices Consultant
Arizona Financial Credit Union
01.2016 - 01.2018
Teleservices Consultant I & II - Organizational Help Desk
Arizona Financial Credit Union
01.2013 - 01.2016
Associate in Arts, Emphasis in Science -
Rio Salado College
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