Cheterra Nelson

About Cheterra Nelson

Case Management Specialist skilled in the areas of administration, database and file management, and office equipment operation. Excels at prioritizing, time management, balancing workload and demands in a productive manner while meeting deadlines. Dedicated to providing excellent work ethic, work collaborative/independently, exceptional customer service, interpersonal skills and following through to achieve project and company goals. Experience working in the public and private sector. Quick learner who is able to adapt to any change and remain flexible. Effective communicator who is able to deliver and receive messages effectively to accomplish any task assigned. SKILLSMS Office & Windows Applications / Attention to detail & accuracy / Work as a team or independently / Navigate multi-screens / Quick Learner/Adaptability / Organization Skills / Flexible / Excellent Time Management / Effective-Communicator / Database Management / Type 35 wpm / File Management / Handle correspondence / perform research / Relationship development /

Experience

1. Customer Service Representative

   Caliber

   Jul 2025 — Present

   Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals.· Use ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, customer pay leads, provide information, and customer inquires.· Generate assignments reports, maintain insurance service level agreements.· Contact Insurance Adjuster to determine coverage and liability,· Resolve first-tier customer questions, concerns and complaints.· Handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues.· Customer Cases – escalated customer calls.