Paula St. Germain Email & Phone Number

Northbrook, Il, Us

Lewisville, Texas, Us

• Consistently rated as a “platinum” Top 5 Performer in the entire San Diego region. • Conducted consultations with over 40 customers weekly to generate estimates for vehicle repairs and establish comprehensive repair plans. • Conducted detailed damage assessments on vehicles involved in accidents, providing accurate and itemized repair cost estimates. • Managed insurance claims from initiation to completion, ensuring prompt and efficient processing for approval. • Attained the #1 rating on Yelp and Google in the region, garnering 75+ 5-star reviews and leading to a substantial increase in referrals. • Cultivated and nurtured relationships with 40-50 vendors, enhancing the efficiency and resourcefulness of the repair process. • Proficient in utilizing industry-standard estimating software including CCC One, Mitchell Connect, and OPS Trax. • Assumed managerial responsibilities when required, including assisting Accounts Receivable with outstanding debt collections. • Maintained continuous communication with customers throughout the repair process, delivering regular updates on progress and addressing any questions or concerns. • Collaborated closely with technicians and team members to ensure repairs met the highest quality standards and were completed within established timelines. • Achieved a customer satisfaction rating of 95% or higher on all completed repairs. • Demonstrated a strong knowledge of collision repair processes and procedures, as well as insurance claims management. • Proficient in using industry-standard estimating software, including CCC ONE, Mitchell, and Audatex. • Possess exceptional communication and interpersonal skills, enabling the establishment and maintenance of positive relationships with customers, vendors, and team members.

Elmhurst, Illinois, Us

• Strong Knowledge Base: • Collision repair processes and procedures • Insurance claims management • Proficient in Estimating Software: • CCC ONE • Mitchell • Exceptional Communication Skills: • Interpersonal proficiency • Relationship-building with customers, vendors, and team members • Key Responsibilities: • Conducted comprehensive damage assessments on accident-involved vehicles • Provided precise and detailed estimates for repair costs • Managed insurance claims from initiation to approval • Ensured timely and efficient processing • Maintained regular communication with customers throughout the repair process • Addressed customer questions and concerns promptly • Collaborated closely with technicians and team members • Ensured repairs met the highest quality standards and adhered to established timelines • Notable Achievement: • Attained a customer satisfaction rating of 95% or higher on all completed repairs

Chevy Chase, Md, Us

• Welcome and consult with ~35 customers weekly, providing expert claims guidance. • Communicate courteously via various channels, addressing inquiries and concerns. • Investigate and resolve complex customer problems, ensuring satisfactory resolutions. • Act as the primary customer contact point, ensuring high responsiveness. • Operate GEICO Auto Repair Express program, maintaining audits at 98% or higher. • Manage ~$1.5M annually, demonstrating strong financial acumen. • Draft and complete legal documents for each claim, recording interactions. • Monitor rental and travel expenses, ensuring accuracy and cost-effectiveness. • Achieved top-rated customer service scores in the Greater Bay Area. • Analyzed data to enhance customer service levels. • Negotiated with body shops to settle Total Loss claims, detecting fraudulent claims. • Fielded telephone correspondence with an above-average response rate of ~75%. • Established work procedures aligning with company standards. • Conducted thorough accident investigations and evaluated damages. • Collaborated with professionals to obtain accurate repair estimates. • Assessed claim validity, adhering to company policies and industry regulations. • Negotiated settlements with claimants, policyholders, and third parties. • Verified and processed necessary documents for each claim. • Provided clear claim decision explanations to parties involved. • Managed rental car expenses for customers during repairs. • Conducted regular customer follow-ups, providing updates and addressing concerns. • Stayed updated on industry trends and technologies. • Collaborated with legal and fraud investigation teams. • Represented the company in legal proceedings.

Starland School of Music Has Been Alameda's #1 Choice For Music Lessons Since 1979.Served as the Owner’s Personal Assistant for a full music retail and sheet music store, with a private music lesson with over 700 students. Replied to email and phone correspondence. Handled core clerical duties such as calendaring, travel logistics coordination, running errands and planning meetings. Represented him and delegated on his behalf; ran the entire business for three months during his absence. Completed the company’s 401k contributions monthly, handled billing, as well as other core duties required of a small business owner. Purchased merchandise from ~15 vendors and maintained excellent relations with each to secure optimal, competitive pricing. Managed functions for five annual, two-day, 200-performer music recitals; included the development of email promotions, fliers, scheduling, venue booking, budgeting and expense reporting, among other core duties. Offered online helpdesk support for 15 customers daily. Consulted as many as 20 potential music students each week; also supervised ~25 independent Music Instructors. Handled Human Resources for a six-person team, e.g. hired, trained and supervised retail staff. Oversee $70K in music retail inventory.• Created all music festival programs, approved designs for marketing and handled social media presence for the event• Organized five annual high-end company parties; aimed to boost attendance as one of the foremost goals for each• Designed and placed advertisements in five publications to effectively market and promote these events; also, developed and posted marketing materials via social media, blog and website• Completed promotional efforts which led to receipt of “Best Music Lessons” honor from Alameda Magazine in 2013• Consistently closed 50-100% of sales, therefore surpassing annual sales objectives• Introduced a new billing system that slashed processing times by ~90%

Us

Directed a staff team as a Marketing Host; developed team member schedules and troubleshot absences as they occurred. Evaluated team members’ working habits and prepared reviews both monthly and annually. Enforced HR policies and procedures at all times. Resolved patron complaints and disputes; drove the execution of positive outcomes for the Casino. Underwent holistic training in counterfeit detection, radio usage, and various safety topics. Trained and supervised colleagues in all aspects ascertaining to the Marketing Host position at the casino, while strictly upholding and promoting the company’s policies and procedures. Collaborated with management to create work schedules and troubleshoot absences to ensure shifts were sufficiently staffed and smoothly running. Worked intensively with dissatisfied patrons to address disputes and offer mutually-pleasing solutions. Observed team members’ working habits to gauge efficacy.• Served in an overcapacity manner during holidays to fill in operational gaps during busy periods.• Contributed to team effort by accomplishing related results as needed.• Provided accurate, valid and complete information by using the right methods/tools.• Headed all operations for promotions and the awarding of cash prizes.• Emceed the promotional events featured onsite due to gregarious nature.• Exhibited a tireless work ethic, often working as many as 14 hours at once and taking on “graveyard” shifts.

Us

Focused on managing casino operations to educate and counsel patrons on deals and other vital information. Catered to all patrons’ needs with the aid of Patron Management software. Kept accurate records of discussions or correspondence with customers. Led daily promotional events and provided guests with related advertising peripherals, including restaurant comp tickets and cash prizes. Modeled behaviors in support of developing a positive, friendly atmosphere even in times of increased stress. Established work procedures and processes that support the company and departmental standards, procedures, and strategic directives.• Earned promotion to Shift Supervisor in under 90 days of employment.• Handled complaints, provided appropriate solutions and alternatives within the time limits and follow up.• Established a positive rapport with customers to ensure repeat business and high levels of satisfaction.

Tuolumne, Ca, Us

Partook in extensive trained focused on counterfeit detection, radio usage, and various safety topics. Attended cash hand pays and handled both large cash and check jackpot payouts. Performed slot machine service and repairs as directed. Drafted and completed tax forms with the utmost in accuracy. Dispersed Casino floor changes to drive quick, efficient guest services.• Maintained confidentiality of pertinent gaming data.• Accepted responsibility for pouch amount, pay jackpots and make the change for guests while protecting company assets.• Promote departmental and property-wide promotions while developing guests play by signing them up.• Initiated and maintain communication with Management, employees and other departments.• Maintained complete knowledge of all department and company policies and procedures.

Served casino patrons food and beverages in a high-volume and fast-paced gaming environment while providing excellent customer service; operation of the cash register and cash handling transactions; food preparation and clean-up. Checked with customers to ensure that they are enjoying their meals and take action to correct any problems. Communicated with customers to resolve complaints or ensure satisfaction. Collected payments from customers. • Greeted and escorted customers to their tables.• Up-sell additional products when appropriate.• Provided excellent customer service to guests.• Processed customer bills or payments.

High School, Music Performance, General

Business Administration And Management, General