Cheryl Nelson - Hanger
Calgary,AB
Summary
Seasoned Customer Service Ambassador known for high productivity and efficient task completion. Skilled in conflict resolution, active listening, and clear communication. Excel at empathy, patience, and adaptability to enhance customer satisfaction and foster positive outcomes in every interaction.
Overview
17
17
years of professional experience
Work History
Customer Service Ambassador
Wawanesa Insurance
Calgary, Alberta
10.2019 - Current
- Directed members through the claims process with exceptional empathy
- De-escalated challenging customer interactions respectfully
- Maintain members' files with current contact information, preferences, and feedback
- Make the necessary adjustments to the claim within the scope of your authority. Ensure that all changes are documented and comply with company policies and procedures.
- Resolved customer issues quickly and efficiently.
- Collaborated with vendors including appraisers, rental companies, and repair facilities
Accident Benefits Adjuster II
Wawanesa Insurance
Calgary, Alberta
02.2013 - 10.2017
- Handled first party injury claims via phone and written communication
- Coordinate with claimants, doctors, and rehabilitation specialists
- Demonstrated empathy in handling member claims
- Processed requests for payment of approved claims in accordance with established guidelines.
- Reviewed and evaluated accident benefits claims to determine coverage eligibility and extent of benefits due.
- Specialized approach essential for handling delicate fatality claims
Accident Benefits Adjuster & Equine Adjuster
Royal & Sun Alliance Insurance
Calgary, Alberta
06.2013 - 01.2017
- Out of province claims
- Facilitated broker coordination during entire equine loss claim process
- Coordinated with independent medical examiners and Independent adjusters on files
- Managing clinic invoices and handling disability payments through out claim
- Trained new personnel on Fusion and Independent adjuster processes
Claims Assistant
Royal and Sun Alliance Insurance
Calgary, Alberta
09.2009 - 06.2013
- Assisted in the preparation of documents for claims processing.
- Performed data entry into internal systems to process claims requests.
- Overseen various queues
- Point of contact for CAT claims assistance
- Established new claims procedures
- Issue final payments on claims to contractors authorized by examiners
Claims Service Representative
Royal and Sun Alliance Insurance
Calgary, Alberta
03.2008 - 09.2009
- Handled claims processing and faxing to respective examiners
- Managed First Party loss claims for BCAA/Belron
- Processed payments related to BCAA and Belron files
- Organized and maintained records
- Assigned claims to Ontario and Auto teams
Education
High School Diploma -
Central Memorial High School
Calgary ABSkills
- Customer Relations
- Account Management
- Personnel training
- Complaint Handling
- Data Entry
- Customer Service
- Brand representation
Accomplishments
- Athlete of the year in High School ( Women’s Bobsledding Marital Arts, weightlifting) Enjoy keeping active and taking my dogs for daily walks also help training friends dogs at the same time. Interest in reading alternative medicine and hands on healing method
References
References available upon request.
Timeline
Customer Service Ambassador
Wawanesa Insurance
10.2019 - Current
Accident Benefits Adjuster & Equine Adjuster
Royal & Sun Alliance Insurance
06.2013 - 01.2017
Accident Benefits Adjuster II
Wawanesa Insurance
02.2013 - 10.2017
Claims Assistant
Royal and Sun Alliance Insurance
09.2009 - 06.2013
Claims Service Representative
Royal and Sun Alliance Insurance
03.2008 - 09.2009
High School Diploma -
Central Memorial High School
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