Rebecca Malik is seeking a customer service position where she can utilize her leadership, organizational, and communication skills. She has over 5 years of experience in auto claims adjusting and customer service roles at Progressive Insurance, where she investigated claims, assisted customers, and resolved disputes. She also has experience supervising up to 25 employees as a key manager at Outback Steakhouse. Rebecca has a Bachelor's degree in Anthropology from Texas State University and is proficient in Microsoft Office programs.

1. Rebecca Malik
____________________________________________________
901 Summit Pass, San Marcos, Texas 78666 | 512-558-1059 rebecca.d.malik@gmail.com
OBJECTIVE Seeking to learn and master a position in the customer service field to
provide opportunities for growth in my career and allow myself to utilize
my leadership, organizational, and communication skills.
SUMMARY OF QUALIFICATIONS
 Licensed auto claims adjuster; experienced restaurant key manager, co-supervising up to
25 staff.
 Pro-active leader and communicator with strong attention to detail.
 Proficient in Microsoft Word, Excel, PowerPoint, MyCars, Claim Station, and PD Suite.
 Exceptional multi-tasker with excellent time management and organizational skills.
Education
Bachelor of Arts with a Major in Anthropology August 2011
Texas State University – San Marcos, Texas
Emphasis in Cultural Studies
Minor in Business
Relevant Coursework: Gender Studies, Native American Studies, Central American
Studies, Spanish: Study Abroad in Peru – 2 months.
Experience
Resolution Specialist - Glass September 2013 – December 2016
Progressive Casualty Insurance Company
●Acts as an individualized specialist role for the glass claims department. Includes assisting
glass representatives with any process or coverage questions.
●Assists supervisory level employees by taking elevated claims calls and finding solutions to
the issues while providing empathy to the customer. Determines if any exceptions should be
made due to an error or to ensure customer retention.
●Investigates claims involving coverage issues and determines if coverage can be afforded or
denied due to the policy contract in place. Relays this information effectively and clearly to
the customer. Assists the customer throughout the resolution process to completion of the
claim.
Central Claims Representative – Senior August 2012 – September 2013
Progressive Casualty Insurance Company
●Investigates insurance claims for loss by interviewing and consulting with insureds,
claimants, witnesses, and validating that all damage is consistent with the report of the
accident. Collaborates with Managed Repair Representative to identify suspect damages

2. and/or unrelated prior damage. Interacts with customers to answer questions, obtain
information, and/or provide support throughout the claims cycle.
●Analyzes information gathered to determine course of action such as payment, investigation,
or denial. Pursues subrogation on behalf of insureds when warranted
●Affects the settlement of the claim by discussing and coordinating a suitable repairer for
insured and claimants. Negotiating with insured/claimant to accurately resolve any disputes
and all claims.
Customer Service Claims Representative Associate February 2012 – August 2012
Progressive Casualty Insurance Company
●Takes new claim reports from customers and conveys proper follow-up expectations
regarding the claim. Takes initial ownership of difficult/irate customer calls; seeks assistance
when needed.
●Handles existing claim calls from customers. Answers basic status only questions about the
customer's claim. Directs customer to the proper office or claim rep for additional
information.
●Meets with manager for feedback reviews. Applies feedback as needed. Stays abreast of
changing procedures and processes.
Key Manager, Trainer, Headwait, and Server November 2010 – February 2012
Outback Steakhouse, San Marcos, Texas
 Organize time management in a fast-paced environment, using problem solving skills in
unpredictable situations.
 Communicate with diverse customer population and coworkers to work together
effectively.
 Supervise up to 25 staff members and train new staff members to maintain an effective
work pace and coordinate time management skills.
 Responsible for office work and cash deposits for the store.
 Chosen as Employee of the Month the first month working at Outback, promoted to
Headwait two months after employment started, and promoted to Key Manager after
three months of employment with the company.
Trainer, Bartender, and Server
Logan's Roadhouse, San Marcos, Texas May 2005 – November 2010
 Initiated teamwork through communication, helped coworkers without them asking,
critically problem solved in order to maintain a fast-paced environment while
maintaining composure.
 Built loyal clientele through friendly interactions and consistent appreciation, resolved
complaints promptly and professionally, ensured guest satisfaction daily.
 Quickly and efficiently prepared bar drink orders for up to 20 staff members while
maintaining assembly and presentation procedures, took initiative to find extra tasks
when scheduled duties were completed
 Managed and demonstrated flexibility in schedule fluidity.

3. Activities
Progressive Catastrophe Team April 2013 – July 2013
 Volunteered and loaned out to assist with catastrophe declared areas such as hail,
tornadoes, and flooded vehicle claims when in high volume in regional areas. Assisted in
resolving claims quickly and keeping volume at a lower level.
Study Abroad June 2010 – August 2010
 Academia Latinoamericana de Español - Cusco, Peru
Coursework: Beginning Spanish I, Beginning Spanish II
Continued Intermediate Spanish I and II at Texas State University - San Marcos,
Texas.
Volunteer Work
 Zoologico de Cusco – Cusco, Peru July 2010
Cared for the daily maintenance and cleanliness of the housing for the animals,
helped renovate housing areas for future animals, fed the animals, and brought in
animals for nightly safety.