Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Shayla Austin

McLean

Summary

Results-driven professional with over 10 years of experience at State Farm, possessing a diverse skill set across customer service, technical support, escalation management, claims processing, and social media engagement. Demonstrated ability to prioritize brand protection and customer retention while executing tasks efficiently. Consistently meets or exceeds performance metrics and actively seeks innovative solutions to support business partners and enhance company productivity. Committed to fostering positive relationships with clients and team members to drive success and achieve organizational goals.

Overview

15
15
years of professional experience

Work History

Social Community Management Assistant

State Farm
Bloomington
10.2019 - Current
  • Assisted in the development of communication strategies and social media campaigns, monitoring social platforms while ensuring brand protection
  • Led Surprise & Delight campaign where customers who share positive experiences about State Farm are gifted for posting publicly
  • Monitored CMT mailbox for business support needs and requests.
  • Maintained positive working relationship with fellow staff and management.
  • Leveraged communication and problem-solving abilities to alleviate ongoing issues and promote conflict resolution.
  • Worked with cross-functional teams to achieve goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Claim Specialist – Property

State Farm
Bloomington
09.2018 - 10.2019
  • Managed customer inquiries regarding claims status, provided updates, and resolved claims efficiently and effectively
  • Provided excellent customer service throughout the entire claims process.
  • Corresponded with insured or agent to obtain information or inform of account status or changes.
  • Applied risk management principles when making decisions about coverage disputes or denials.
  • Signed payment approvals accepted claims.
  • Investigated, evaluated, and negotiated settlements of assigned claims.
  • Developed effective relationships with customers through communication via phone or email.
  • Reviewed incoming claims for accuracy and completeness in accordance with policy provisions.
  • Collaborated with fellow team members to manage large volume of claims.
  • Assisted claimants, providers and clients with problems or questions regarding claims.

CCC Specialist – Escalation

State Farm
Bloomington
02.2017 - 09.2018
  • Addressed and escalated customer issues promptly to enhance overall customer satisfaction and experience
  • Provided technical support for customers in resolving complex issues.
  • Coordinated with other departments to ensure efficient workflow processes.
  • Reviewed documents for accuracy prior to submission or publication.
  • Participated in ongoing training and compliance activities.
  • Maintained positive working relationship with fellow staff and management.

CCC Internet Support Rep

State Farm
Bloomington
02.2016 - 02.2017
  • Delivered technical support to customers regarding internet services and the Drive Safe & Save program
  • Educated customers on how to use their internet service more efficiently.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained accurate records of customer interactions in the ticketing system.
  • Researched solutions to customer inquiries using available resources.

CCC Service Rep

State Farm
Bloomington
03.2015 - 02.2016
  • Responded to customer inquiries and provided detailed information on services
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Engaged in conversation with customers to understand needs, resolve issues and answer questions.
  • Responded to customer calls in a timely manner while maintaining high quality customer service standards.

Sales Associate

Spirit Halloween
Normal
08.2015 - 11.2015
  • Assisted customers in product selection and managed sales transactions
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Organized store by returning merchandise to proper areas and restocked displays.
  • Trained new team members in cash register operation, stock procedures, and customer services.
  • Greeted customers to determine wants or needs.

Assistant Manager

Spencer Gifts
Bloomington
11.2014 - 02.2015
  • Supervised a team of 11-15 employees, managing daily store operations and ensuring high-quality customer service
  • Communicated regularly with customers to gain insights into their needs.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Ensured compliance with safety regulations and company policies.

Assistant Manager

Spirit Halloween
Normal
08.2014 - 11.2014
  • Led a team of 8-10 employees, ensuring excellent customer service and operational efficiency
  • Communicated regularly with customers to gain insights into their needs.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Ensured compliance with safety regulations and company policies.
  • Created reports on sales trends, inventory levels, and financial data.
  • Implemented quality control measures to uphold company standards.

Cyber Security Agent

Gaggle.net Inc.
Bloomington
06.2011 - 03.2014
  • Monitored and maintained online safety for users, ensuring compliance with security protocols.
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
  • Addressed problems quickly and reported clear information while working under minimal supervision.

Assistant Manager

Jimmy Johns Gourmet Sandwiches
Bloomington
06.2010 - 05.2011
  • Supervised a team of 25-49 employees, ensuring efficient operations and exceptional customer service
  • Communicated regularly with customers to gain insights into their needs.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Ensured compliance with safety regulations and company policies.
  • Resolved conflicts between team members in an effective manner.
  • Implemented quality control measures to uphold company standards.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Managed customer service inquiries and complaints in a timely manner.

Education

Associates - Art

Heartland Community College
Normal, IL
12.2015

Skills

  • Social Media Management
  • Communication Strategies
  • Customer Service Excellence
  • Problem Solving
  • Technical Support
  • Team Leadership
  • Brand Protection
  • Team collaboration
  • Process improvement
  • Risk assessment
  • Reporting and documentation
  • Multitasking Abilities
  • Team building
  • Research skills
  • Email management
  • Spreadsheet management
  • Excellent communication
  • Reliability

References

Available upon request.

Languages

French
Limited

Timeline

Social Community Management Assistant

State Farm
10.2019 - Current

Claim Specialist – Property

State Farm
09.2018 - 10.2019

CCC Specialist – Escalation

State Farm
02.2017 - 09.2018

CCC Internet Support Rep

State Farm
02.2016 - 02.2017

Sales Associate

Spirit Halloween
08.2015 - 11.2015

CCC Service Rep

State Farm
03.2015 - 02.2016

Assistant Manager

Spencer Gifts
11.2014 - 02.2015

Assistant Manager

Spirit Halloween
08.2014 - 11.2014

Cyber Security Agent

Gaggle.net Inc.
06.2011 - 03.2014

Assistant Manager

Jimmy Johns Gourmet Sandwiches
06.2010 - 05.2011

Associates - Art

Heartland Community College

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