Folly Totele

Customer-focused professional with experience in insurance claims, client account management, and customer service roles. Skilled in communication, problem-solving, and stakeholder engagement, with additional experience in marketing support, esports representation, and agile project frameworks. Currently completing a BA in Games Art & Animation with certifications in Scrum, SAFe®, and insurance (CII in progress), seeking opportunities in customer service, insurance, automotive, operations, or client-facing business roles.

Insurance Claims Customer Service Representative at Crawford & Company (2025-01 – Present)

Served as the first point of contact for customers reporting insurance claims via telephone and email, providing support and guidance throughout the claims process. Maintained accurate records, liaised with third parties, and supported claim handlers to ensure efficient claim progression and a positive customer experience.

• Acted as the primary point of contact for customers submitting insurance claims.
• Managed customer enquiries via telephone and email, providing clear and professional support.
• Communicated with third parties including policyholders, repairers, and other stakeholders regarding claim incidents.
• Accurately recorded and updated claim information on internal systems.
• Liaised with claim handlers to support the efficient progression and resolution of claims.
• Maintained high standards of customer service while handling sensitive and complex situations.
• Ensured accuracy and compliance when processing customer and claim information.
• Supported the wider team with administrative and ad-hoc duties as required.

Client Relations & Account Manager at CRG Academy (2023-01 – 2025-01)

Managed client relationships and account operations within a proprietary trading environment, acting as the primary point of contact for clients across onboarding, account support, and platform usage. Supported engagement and growth initiatives while ensuring a high standard of service and operational accuracy.

• Managed ongoing client communication and maintained strong, professional client relationships.
• Supported client onboarding processes, ensuring smooth account setup and platform integration.
• Provided account support and resolved client queries efficiently across trading platform usage and services.
• Assisted in marketing and engagement initiatives to improve client retention and platform activity.
• Processed and verified client payout requests in line with internal procedures.
• Maintained accurate records for funded trading accounts and client activity.
• Supported operational administration of accounts with combined allocations exceeding $1M+ under management.
• Facilitated and verified over £10,000 in client payouts.
• Worked closely with internal stakeholders to ensure smooth account operations and positive client experience.

Esports Brand Representative at SIS Ltd (2021-01 – 2023-01)

Operated as both a competitive esports player and broadcast/content representative within an esports organisation, contributing to live production, gameplay performance, and audience engagement.

• Operated broadcast graphics systems and supported live production through manual vision mixing during esports events.
• Provided live commentary for NBA2K matches, delivering gameplay insight and engaging entertainment for viewers.
• Competed as a high-performance player within the organisation, earning recognition including "Player of the Month".
• Contributed to team strategy discussions, analysing gameplay performance and suggesting improvements.
• Supported content creation and live capture, assisting with camera operation and in-game broadcast production.
• Collaborated with management and teammates to improve performance, strategy, and competitive outcomes.
• Assisted in marketing and promotional initiatives through gameplay participation and audience engagement.
• Helped maintain brand image and community engagement through consistent competitive performance and interaction.

BA (Hons) in Games Art & Animation – University of Hertfordshire (2025-01 – 2026-12)

Personal Training Advanced in Level 3 – Milton Keynes College (2016-01 – 2019-12)