Jerrod D. Mcdaniel Email & Phone Number

Orlando, Florida

Travelers Insurance- Orlando, Fl

• Assist in personal and commercial customers in property and auto damage claims.• Interview claimants to identify next step to assist in individual cases.• Manage personal insurance claims for new recipients• Assist in call escalation to resolve customer complaints.• Process reimbursement payments to be distributed via mail to our insured.• Provide security (verifying the claimants information before preceding with the call)• Incoming calls from clients, and outbound return calls to set up claim• Update client files and records with any changes of information.• Professionally answer telephone calls, respond to routine questions, and reroute calls when appropriate. • Apply effective listening skills through recognition of customer’s need and adjust style accordingly. • Effectively capture claim loss information from accounts customers via fax in a prompt and efficient manner. • Accurately input loss information into a claim multi-line system via a personal computer. • Consistently provide top-tier, high-level customer service to our accounts/customers. • Maintain and update reference material needed to provide quality service. • Promptly and courteously respond to customer inquiries and/or refer them effectively to someone who can assist them. • Share customer concerns with Team Leader and/or Unit Manager to promptly and effectively address any outstanding issues. • Share any telephone or system concerns with Team Leader and/or Unit Manager to promptly overcome any potential problems.• Assist in set up of appraisals for clients and claimants

Orlando, Florida Area

• Managed eight-twelve employees on various projects in call center environment.• Successfully handled escalated calls from upset clients.• Negotiated payments to with vendor upon completion of repair• Monitored client database and information; made recommendation for changes in database.• Monitored metrics and evaluations to determine goal benchmarks for subordinates.• Provided feedback and improvement for projects.• Set goals for employee performance reviews.• Implemented new training and orientation programs. • Managed employee shifts and schedules weekly.• Conducted weekly management and team meetings.

Orlando, Florida Area

• Manage unemployment compensation claims for new recipients• Interview claimants to identify next step to assist in individual cases.• Assist in call escalation to resolve customer complaints.• Process weekly payments to be distributed via mail or direct deposit.• Provide security (verifying the claimants information before preceding with the call)• Incoming calls from clients, and outbound return calls.• Update client files and records with any changes of information.• Assist in training new employees and job shadowing.

Orlando, Florida Area

• Customer service inquiries front desk assistance.• Project mail outs for large number of clients.• Statewide information search for non custodial parents.• Gather applicant data to develop and initiate client records.• Maintain electronic records in F.L.O.R.I.D.A and CAMS database system• Gather alerts from database and allocate to proper staff.• Review and document update alerts for custodial and non custodial parents.• Provide assistance to customers for initial information for interviews • Follow up on cases to determine if warrant can be issued to new physical address.• Update client record for all incoming correspondence from attorneys.• Monitor inventory of supplies and distribute within office.

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