Suzannah Scarcello
Mesa
Summary
Self-directed support professional with demonstrated performance in customer service, problem-solving, time management and organizational skills. Implements decisions to achieve both immediate and long-term goals, Sound decision-making and interpersonal skills. Experienced in high volume call centers with a specialty in escalation handling.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Auto Claims Adjuster
State Farm
01.2025 - 01.2026
- Educate customers on insurance coverage, policy limits, exclusions, and claims processes in clear, relatable terms
- Guide clients through stressful situations with empathy and solution-focused support, building trust and rapport
- Explain complex insurance concepts to improve customer understanding and confidence in coverage decisions
- Assess customer needs and recommend appropriate coverage solutions based on individual circumstances
- Manage high-volume inbound and outbound calls while maintaining strong customer satisfaction
- Resolve customer concerns and objections through clear explanations and alternative solutions
- Maintain accurate, detailed records in claims and customer management systems
- Apply strong communication, negotiation, and problem-solving skills in all customer interactions
Escalations Department Supervisor Inbound Contacts
Chewy.com
01.2022 - 01.2025
- Resolved complex and sensitive customer and employee concerns with professionalism and efficiency
- Analyzed feedback trends to identify root causes and recommend process improvements
- Partnered with cross-functional teams to address high-impact issues and prevent recurrence
- Maintained thorough, confidential documentation to support compliance and consistency
- Led escalated case handling with a focus on customer satisfaction and resolution quality
- Handled a large volume of incoming calls efficiently
- Supervised daily operations to ensure efficient workflow and productivity.
- Conducted regular performance evaluations to assess team member contributions.
Housekeeper - Emergency Department
Banner Health
01.2021 - 01.2022
- Maintained strict cleanliness and infection control standards in patient and clinical areas
- Responded to patient needs promptly, ensuring a positive and supportive environment
- Collaborated with healthcare staff to support patient care and satisfaction
- Demonstrated professionalism and empathy when interacting with patients and families
Administrative Assistant
Impressions Dental
01.2020 - 01.2021
- Provided administrative support to leadership, including scheduling and communications
- Assisted in project coordination, reporting, and workflow organization
- Streamlined processes through cross-functional collaboration
- Supported operational initiatives to improve team efficiency
Dental Assistant
Loftus Family Dental
01.2019 - 01.2020
- Delivered patient-centered care, ensuring comfort and clear communication during procedures
- Managed scheduling, patient inquiries, and front-office coordination
- Maintained accurate patient records and processed insurance and billing requests
- Anticipated patient needs to enhance overall experience
Education
Certified Billing and Coding Specialist -
University of Phoenix
12.2023 - 01.2025
High School Diploma -
North Idaho Christian School
Skills
- Claims Investigation & Documentation
- Insurance Coverage Analysis
- Customer Relations & De-escalation
- Problem Solving & Critical Thinking
- Communication & Negotiation
- Compliance & Accuracy
- Time Management & Multitasking
- Data Entry & Systems Navigation
- Claims processing
- Data entry
- Customer relationship management
- Process improvement
- Effective communication
- Time management
- Multi-line phone system
- Communication skills
Timeline
Auto Claims Adjuster
State Farm
01.2025 - 01.2026
Certified Billing and Coding Specialist -
University of Phoenix
12.2023 - 01.2025
Escalations Department Supervisor Inbound Contacts
Chewy.com
01.2022 - 01.2025
Housekeeper - Emergency Department
Banner Health
01.2021 - 01.2022
Administrative Assistant
Impressions Dental
01.2020 - 01.2021
Dental Assistant
Loftus Family Dental
01.2019 - 01.2020
High School Diploma -
North Idaho Christian School