Caura Smith
Surrey,BC
Summary
Customer focused customer service adjuster skilled at applying creative approaches to solving complex problems through experiences and knowledge attained while earning a master's degree by 28 years old.
Overview
8
8
years of professional experience
Work History
Customer Service Adjuster
ICBC
10.2022 - Current
- Actively answering claim lines creating new claims and assisting with existing claims
- Assisted customers in navigating insurance policies, providing clear explanations of coverage and benefits.
- Maintained detailed records of all customer interactions, ensuring accurate documentation for future reference.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Assessing and resolving liability for claims.
- Assessing customers insurance policy and driver’s license status
Client Care Manager
Langley Chrysler
12.2019 - 08.2022
- Tracking, training, and leadership of appointment coordinator
- Overseeing valet drivers for service department
- Daily audit of special ordered parts
- Track, trend, and report on KPI's to service manager and general manager
- Customer Survey lead coordinator
- Managing tire storage program for service department
- Making appointments for customer's vehicle to be serviced
- Scheduling Valet service to have customer's vehicle picked up and dropped off after servicing
- Enhanced customer satisfaction by addressing and resolving client concerns efficiently and professionally.
- Implemented streamlined processes for improved client care management, resulting in increased client retention rates.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex client issues.
Guest Services Associate
Carnival Cruise Lines
11.2018 - 08.2019
- Monitored emergency telephone lines and taking appropriate and immediate action
- Handled guest requests and concerns on large scale, (Over 3000 guests onboard)
- Operating Guest recovery programs efficiently and effectively
- Made public announcements as required
- Performed administrative duties to assist in ship's clearance.
Guest Services Associate
Hedonism Hotel
11.2017 - 10.2018
- Responded to guest request and concerns and finding the appropriate solutions
- Arranged events, excursions, and transportation
- Assisted with wedding planning.
- Enhanced guest satisfaction by promptly addressing inquiries and offering personalized recommendations.
- Resolved guest complaints with professionalism, resulting in improved customer relations and repeat business.
- Assisted guests with special requests to ensure a memorable stay and exceptional service.
- Collaborated with housekeeping staff to maintain clean, comfortable accommodations for all guests.
- Promoted hotel amenities and upsold room packages, contributing to increased revenue generation.
- Provided timely assistance to guests, demonstrating superior customer service skills and attention to detail.
- Maintained accurate records of guest transactions, upholding strict confidentiality standards.
Concierge
Harbor View Nantucket Hotel
07.2016 - 08.2017
- Assisted guests with queries and concerns.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
Education
MBA - Business Administration
University Canada West
Vancouver, BC07.2022
Bachelor of Arts - PHILOSOPHY
University of The West Indies
JAMAICA01.2017
Skills
- Claims Processing
- De-Escalation Techniques
- Complaint Handling
- Dispute Resolution
- Multitasking
- Insurance Knowledge
- Written Communication
- Quality Assurance
- Positive Attitude
- Effective Communication
- Attention to Detail
- Active Listening
- Stress Management
- Interpersonal Skills
- Decision Making
- Time Management
- Telephone Etiquette
Languages
English
Native or Bilingual
Timeline
Customer Service Adjuster
ICBC
10.2022 - Current
Client Care Manager
Langley Chrysler
12.2019 - 08.2022
Guest Services Associate
Carnival Cruise Lines
11.2018 - 08.2019
Guest Services Associate
Hedonism Hotel
11.2017 - 10.2018
Concierge
Harbor View Nantucket Hotel
07.2016 - 08.2017
MBA - Business Administration
University Canada West
Bachelor of Arts - PHILOSOPHY
University of The West Indies
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