BILLENE DURHAM
Metro Chicago
Summary
Organized and dedicated Claims Adjuster with advanced Administrative Assistant skills with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic and entrepreneurial skills to perform in an effectively independent and/or in a team based environments.
Overview
17
17
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
LAW OFFICE OF HANDEL R. DURHAM, JR.
02.2024 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Liaised between clients and vendors and maintained effective lines of communication.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Performed research to collect and record industry data.
- Established administrative work procedures to track staff's daily tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Volunteered to help with special projects of varying degrees of complexity.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed filing system, entered data and completed other clerical tasks.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
CLAIMS ADJUSTER / MATERIAL DAMAGE CONSULTANT
NATIONAL GENERAL INSURANCE COMPANY
08.2022 - 11.2023
- Responsible for investigating and confirming the facts of loss for basic to advanced automobile accidents
- Determines coverage, liability, damages and adjusts and negotiates claims within limit of authority
- Handles investigation regarding all aspects of auto claims (coverage, liability, damages, subrogation) with the exercise of discretion and independence within increased level of authority
- Applies intermediate understanding of insurance policies written by the company, the industry, and organizational relationships within the company and department
- Determines subrogation or fraud potential and how to handle. For claims involving fraud or subrogation, partnered with assigned reps from those areas to achieve best outcome
- Identifies customer needs and works to meet those needs using appropriate customer service skills
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Answered customer questions regarding deductibles.
- Verified insurance claims and determined fair amount for settlement.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative arrangements.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Documented information gathered in field and uploaded data to company database for efficient processing using the EPIC system.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
PROPRIETOR
Miss Miracle's Pet Service
01.2017 - Current
- Delivering a menu of pet care for over 20 pet families in Chicagoland
- Providing in-home, anytime safety checks/well-care visits for all, birds, turtles, ferrets, parrots, dogs, snakes, hamsters, cats, exotic pets, fish
- Walking, feeding and treats, refreshing water, cleaning up, playing, cuddling, administering medication
- Keeping precise records of services administered, response, concerns
- Offering skilled exotic animal care for
- Bonus services include traditional housesitting and upkeep, watering plants, removing/putting out trash, mail, and deliveries
- Promoted business via social media to generate leads and maximize brand identity.
- Designed business plan to define concept, short-term and long-term goals and strategies.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
SALES ASSOCIATE
Marshalls - TJX Companies
11.2015 - 12.2017
- Beginning tenure as Front-End Associate, additionally contributing to early morning Markdowns and as Back-end / Stock Room Associate
- Greeting up to 200 customers each shift, assisting in locating merchandise, correct sizing
- Managing between 50 to 100 returns, exchanges and refunds in accordance with store policy.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers. Running register transactions approaching $10K per shift.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
- Educated customers on current promotional offerings and products using persuasive selling tactics.
- Built relationships with customers to encourage repeat business.
SHIFT MANAGER
Sonic Drive-In
08.2013 - 01.2015
- Promoted to manage A Team upon relocation, assisting operations in 7 midwestern locations including Aurora, Franklin Park and Uptown Chicago
- Launching 2 store grand openings with 1-week onboarding platform
- Simultaneously training order takers, fountain, ice cream, carhop
- Managing team of 10-15 persons fulfilling 500 orders per day, with additional drive-through service accounting for 85% of revenue
- Coached crew members to optimize performance and motivate toward more efficient work.
- Trained and mentored new employees to maximize team performance.
- Tracked receipts, employee hours, and inventory movements.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Kept employees operating productively and working on task to meet business and customer needs.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Exercised composure under pressure and in escalated customer service scenarios.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Excelled in every store position and regularly backed up front-line staff.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Managed staff hiring, training and supervision.
CARHOP
Sonic Drive-In
11.2010 - 07.2013
- Spirited and in-character skating waitress at Memphis's busiest drive-in restaurant, contributing to as many as 1600 orders per day in Winchester
- Managing cash and credit card transaction with speed and accuracy; ticket average $25
- Promoted to carhop from fountain position after 5 months
- Memorized orders and maintained a high percentage of accuracy in high-traffic times.
- Answered guest questions and promoted special products.
- Balanced orders on trays weighing over 7 lbs and delivered them to cars.
- Delivered change and receipts to customers in cars to maintain accurate financial records and provide customers with correct change and proof of purchase.
- Maintained positive and professional attitude to instill business confidence and promote repeat business with customers.
- Took orders and delivered food and beverages to customers in cars to provide quick and convenient customer service.
- Cleaned and maintained drive-in parking lots, picnic areas and building grounds to provide clean and attractive environment for customers.
- Operated headset communication system to take orders quickly and accurately from customers.
- Cleaned and sanitized work areas and equipment to promote compliance with health and safety regulations.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
COLLECTIONS AGENT
Handel R. Durham, Jr, Attorney at Law
05.2008 - 12.2010
- Part of 4 person call center team recovering $12MM in outstanding City of Memphis court judgement and tickets
- Increasing average City Clerk account receipts from .066 to .503
- Initiating collection effort by scripted phone call, setting up installment plans, processing credit card payments
- Completing over 50 proactive calls per day; processing up to 30 incoming calls
- Researched accounts and completed due diligence to resolve collection problems.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Education
A.S. - Applied Science
College of DuPage
Glen Ellyn, IL08-2021
B.S. - Business Administration
North Park University
Chicago, IL05.2025
A.A.S. - Business Management
College of DuPage
Glen Ellyn, IL12.2020
Skills
- Executive & Administrative Assisting
- Call Center Environments
- Auto Claims Adjuster
- Bodily Injury Claims Adjuster
- Reception oversight
- Scheduling
- Bookkeeping
- Research
- Filing
- Critical thinking
- Microsoft Excel, Word, Office,Teams
- Typing proficiency
- Multi-task management
- Social media management
Associationsandvolunteerwork
- Vice President, Jack & Jill of America, Memphis Chapter, 2009 - 2011
- Debutante, The Links, Memphis Chapter, 2010 - 2011
- People to People Ambassador, 2009
- NAACP, Since 2004
Timeline
ADMINISTRATIVE ASSISTANT
LAW OFFICE OF HANDEL R. DURHAM, JR.
02.2024 - Current
CLAIMS ADJUSTER / MATERIAL DAMAGE CONSULTANT
NATIONAL GENERAL INSURANCE COMPANY
08.2022 - 11.2023
PROPRIETOR
Miss Miracle's Pet Service
01.2017 - Current
SALES ASSOCIATE
Marshalls - TJX Companies
11.2015 - 12.2017
SHIFT MANAGER
Sonic Drive-In
08.2013 - 01.2015
CARHOP
Sonic Drive-In
11.2010 - 07.2013
COLLECTIONS AGENT
Handel R. Durham, Jr, Attorney at Law
05.2008 - 12.2010
B.S. - Business Administration
North Park University
A.A.S. - Business Management
College of DuPage
A.S. - Applied Science
College of DuPage
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