Jennifer Celaya
Holbrook
Summary
Dynamic and results-driven professional with over 5 years of experience in claims investigations, information review, and settlement management. Recognized for a strong work ethic, adaptability, and exceptional interpersonal skills that foster collaboration and effective communication. Proven ability to thrive in fast-paced environments while mastering new skills independently. Committed to delivering high-quality results through a detail-oriented and systematic approach, ensuring reliability and positivity in every task.
Overview
11
11
years of professional experience
Work History
Business Title Lead Customer Care Specialist
Ready Logistics
Phoenix, AZ
03.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer inquiries via phone, email and web-based platforms.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Increased efficiency and team productivity by promoting operational best practices.
Automotive Claims Specialists II
Manheim Auto Auction
Phoenix, AZ
01.2022 - Current
- Worked with buyers and sellers on arbitrated vehicles. Negotiated settlements and unwind of purchases in accordance with NAAA and company policy
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Lead Claim Rep
Ready Logistics
Phoenix, AZ
04.2017 - 01.2022
- Managed claims, including salvage and subrogation. Reviewed team members claims and ensured policy was followed. Handled escalated claims. Worked with leadership to implement new policies.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
Escalation Specialist
OnTrac
Chandler, AZ
09.2014 - 03.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved issues to keep queue clear and packages moving efficiently.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Education
GED -
Santa Clara High School
Santa Clara, CA06.1990
Skills
- Effective conflict resolution
- Effective problem resolution
- Liability assessment
- Claims analysis
- Negotiating settlement agreements
- Proficient in settlement negotiation
- Regulatory knowledge
- Client relationship management
- Cross-functional collaboration
- Eligibility assessment
- Exceptional customer service
Timeline
Business Title Lead Customer Care Specialist
Ready Logistics
03.2023 - Current
Automotive Claims Specialists II
Manheim Auto Auction
01.2022 - Current
Lead Claim Rep
Ready Logistics
04.2017 - 01.2022
Escalation Specialist
OnTrac
09.2014 - 03.2017
GED -
Santa Clara High School