Shekeita Coleman

Dedicated customer operations and logistics professional with more than fifteen years of progressive experience supporting transportation, insurance, financial services, and customer care organizations. Demonstrated ability to coordinate emergency service requests, resolve complex customer concerns, manage high-volume call environments, document critical information with accuracy, and collaborate with cross-functional teams to deliver exceptional customer experiences. Recognized for maintaining outstanding quality assurance scores, building customer trust through empathy and communication, and remaining calm under pressure while balancing multiple priorities.

Brings a strong work ethic, exceptional organizational skills, and a commitment to operational excellence in every role.

Customer Center Specialist at PACCAR Parts (2022-11 – 2026-06)

Served as the first point of contact for commercial truck drivers, dealerships, and fleet customers requiring emergency roadside assistance across North America. Coordinated service providers, monitored repair progress, documented incidents, and ensured customers received timely updates throughout the repair process.

• Determined and deployed the most appropriate roadside service provider based on location, urgency, and customer needs.
• Managed multiple service events simultaneously while maintaining attention to detail and customer satisfaction.
• Verified payment methods and coordinated communication between dealerships, vendors, drivers, and internal departments.
• Maintained detailed service documentation to support operational reporting and compliance.
• Scheduled preventative maintenance and non-emergency service appointments for contract maintenance customers.
• Helped minimize customer downtime by ensuring efficient coordination from dispatch through service completion.

Customer Care Representative – Home & Loans at Allstate Insurance (2020-08 – 2022-11)

Provided customer support for homeowners insurance products while partnering with lenders and policyholders to resolve billing and policy concerns.

• Handled 50+ customer interactions daily while consistently maintaining a 98.7% quality assurance score.
• Processed premium payments, updated policy information, and explained coverage details.
• Worked collaboratively with mortgage lenders to resolve escrow and payment issues.
• Successfully de-escalated difficult customer situations while maintaining a positive customer experience.

Recovery Specialist at Enterprise Holdings (2019-12 – 2020-06)

Managed insurance recovery activities associated with damaged rental vehicles.

• Reviewed claim documentation and determined recovery opportunities.
• Communicated with insurance carriers, customers, and credit card companies to secure reimbursement.
• Recovered more than $250,000 in claim payments while maintaining accurate documentation.

Inbound/Outbound Financial Care Representative at T-Mobile (2013-04 – 2019-06)

Supported customers with payment solutions, account research, and collections activities in a high-volume call center.

• Achieved a 96.6% quality assurance score.
• Negotiated payment arrangements while maintaining customer relationships.
• Served as a Subject Matter Expert assisting peers with complex account situations.

Customer Service Representative at Progressive Insurance (2012-01 – 2013-01)

Delivered exceptional customer service supporting policyholders with billing questions and account inquiries.

• Maintained a 97.8% quality assurance score.
• Navigated multiple software applications while assisting customers efficiently.