Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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, CA
06.1990

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

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Jennifer Celaya