Sharlay Woods

Experienced customer service professional with 10+ years of customer service experience, including 4+ years working remotely, supporting customers and business partners in fast-paced environments. Skilled in insurance-related customer support, total-loss processing, title procurement, first-call resolution, case management, documentation, and problem resolution. Proficient in Salesforce CRM, ASAP, CoreTrack, YASSI Database, Microsoft Excel, Word, Outlook, Teams, and Zoom.

Known for professionalism, accuracy, strong communication, and the ability to work independently while meeting performance and quality standards.

Customer Care Specialist / Title Procurement Specialist — Remote - Insurance Auto Auctions (IAA) - Remote

(2021-12 - 2026-06)

• Provided professional customer service and support to customers, insurance companies, vehicle owners, and internal departments.
• Managed high-volume phone, email, and customer service interactions while maintaining professionalism and accuracy.
• Utilized first-call resolution techniques to identify customer needs, research information, and resolve issues whenever possible during the initial contact.
• Supported insurance-related total-loss processes and assisted with the timely completion of vehicle and title-related requirements.
• Reviewed, processed, and maintained title and ownership documentation for accuracy and completeness.
• Used Salesforce CRM, ASAP, CoreTrack, and YASSI Database to research accounts, document customer interactions, update records, and track case activity.
• Utilized Microsoft Excel, Word, Outlook, Teams, and Zoom to communicate, document information, and complete daily responsibilities.
• Resolved customer complaints and concerns through active listening, problem solving, and effective de-escalation.
• Coordinated with multiple departments and business partners to resolve issues and prevent processing delays.
• Maintained accurate documentation while handling sensitive and confidential customer information.
• Managed assigned workload independently while working remotely and consistently following established procedures.
• Met company expectations for productivity, quality, accuracy, and customer service.
• Followed company policies, standard operating procedures, safety requirements, and quality standards.

Customer Service Experience

10+ Years of Customer Service Experience

• Experienced in providing professional customer assistance, resolving complaints, answering questions, documenting interactions, researching information, and delivering solutions across customer-facing environments.

High School Diploma - FD Roosevelt