Carla M Betts
Saint Louis
Summary
Dynamic and results-driven professional with extensive experience at Farmers Insurance Group, excelling in claims management and customer support. Proven ability to enhance client satisfaction through effective problem-solving and active listening. Skilled in CRM software and regulatory compliance, consistently achieving high-quality assurance scores while managing high call volumes.
Overview
12
12
years of professional experience
Work History
SR CUSTOMER SERVICE REPRESENTATIVE
Farmers Insurance Group
Saint Louis
04.2021 - 02.2026
- Assisted policyholders in filing auto, home and specialty product insurance claims, ensuring accuracy and compliance with company and regulatory requirements.
- Utilized CRM and claims management software to log interactions, update claim statuses, and maintain detailed records.
- Consistently met or exceeded quality assurance scores of 86%, balancing speed, accuracy, and empathy in every interaction.
- Handled 60+ inbound calls daily, maintaining average handle time of 7:42 and after-call work of 40 seconds.
- Utilized problem-solving skills to create innovative solutions, enhancing overall customer experience.
CUSTOMER SERVICE REPRESENTATIVE
MetLife Auto & Home Insurance
Saint Louis
04.2014 - 04.2021
- Provided exceptional customer support by addressing inquiries and resolving issues promptly for policyholders.
- Facilitated communication between clients and claims adjusters, streamlining claims process and enhancing client satisfaction.
- Collaborated with team members to improve service delivery, consistently achieving positive customer experiences.
- Adhered to company policies and procedures while providing superior service.
- Maintained comprehensive knowledge of internal policies and procedures to effectively resolve customer issues.
Education
Associate of Science - Medical Billing & Coding
Allied College
MO01-2010
Skills
- Call center tools
- CRM software
- Claims documentation and loss processing
- Regulatory compliance and fraud awareness
- SLA adherence
- Time management and multitasking
- Problem-solving and critical thinking
- Conflict resolution strategies
- Active listening and empathy
Awards
Sunshine Award Excellent Customer Service
Timeline
SR CUSTOMER SERVICE REPRESENTATIVE
Farmers Insurance Group
04.2021 - 02.2026
CUSTOMER SERVICE REPRESENTATIVE
MetLife Auto & Home Insurance
04.2014 - 04.2021
Associate of Science - Medical Billing & Coding
Allied College