Paul Toups
Charlotte,NC
Summary
Customer-focused professional with a strong background in client service, issue resolution, and team collaboration across corporate and hospitality environments. Experienced in high-volume, customer-facing roles with proven success in resolving complex issues, maintaining satisfaction, and building relationships. Recognized for excellent communication skills, attention to detail, and a proactive approach to problem-solving.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Public Adjuster
Palm Partners
07.2025 - Current
- Examined claims forms and other records to determine insurance coverage.
- Conducted comprehensive interviews of claimants to gather facts and information.
- Determined fair amount for settlement.
- Prepared summaries of damage, payments, and policy coverage.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Visited customer locations to evaluate damage and provided cost estimates for repairs.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork via Salesforce
- Negotiated settlement agreements to resolve disputes
- Handled communication with insurance carriers on behalf of clients throughout the claims process
Claims Resolutions Analyst
Acosta Group
01.2025 - 07.2025
- Serve as the point of contact for escalated claims, providing clear and timely communication to clients and internal partners
- Analyze claim discrepancies, determine root causes, and recommend solutions that improve customer experience
- Proactively manage deadlines and follow through on customer-facing resolutions to ensure satisfaction and process efficiency
- Collaborate with internal departments and client teams to reduce repeat issues and streamline customer support processes
- Maintained strict confidentiality with all personal data as per company guidelines.
- Utilized clients proprietary software in conjunction with Acosta systems to validate and process claims via investigation using provided documentation
- Located missing documentation when required and linked to claim after verification
- Maintained above 100% to productivity goals throughout employment
Bartender/Server
Legion Brewing - SouthPark
11.2022 - 01.2025
- Delivered exceptional guest service by maintaining expert knowledge of food, beverages, and events
- Handled customer needs, special requests, and problem situations with professionalism and care
- Supported team during high-volume shifts by anticipating guest needs and coordinating service flow
- Built loyal customer relationships through consistent, positive interactions and personalized service
Change in Circumstance Underwriter
Rocket Mortgage
02.2020 - 05.2022
- Provided frontline support to internal partners including loan officers and processors by fielding complex inquiries related to mortgage changes, ensuring timely and clear communication throughout the loan process
- Reviewed and processed loan modification requests while adhering to internal compliance standards and external regulatory guidelines
- Acted as a liaison between multiple departments to resolve discrepancies and deliver accurate updates to partners and clients
- Delivered high-quality customer service by troubleshooting issues in real-time and offering tailored solutions to streamline the lending process
- Maintained meticulous attention to detail while handling sensitive client data, ensuring accuracy and completeness of documentation
- Managed a high-volume pipeline using internal systems and reporting tools to track workflow, identify bottlenecks, and ensure timely resolutions
- Demonstrated deep knowledge of mortgage procedures and compliance requirements to support continuous improvements in underwriting accuracy and partner satisfaction
- Regularly received positive feedback from colleagues and supervisors for responsiveness, professionalism, and problem-solving capabilities
- Maintained productivity by processing a minimum of 45 requests per day while consistently achieving stretch goals of 60+ requests per day
Assistant Manager / Bartender
Seoul Food Meat Company
01.2017 - 02.2020
- Led front-of-house operations with a customer-first mentality, ensuring each guest had a memorable experience
- Resolved guest concerns and service issues promptly to retain loyalty and satisfaction
- Managed event execution and maintained high service standards during busy hours and special functions
- Trained and supported staff to improve service consistency and teamwork
Assistant Manager / Bartender
The Mandrake
04.2013 - 12.2016
- Oversaw daily customer interactions, ensuring every guest received attentive and personalized service
- Assisted in developing and launching creative beverage menus that enhanced the guest experience
- Maintained a safe, clean, and friendly environment for patrons and staff
Education
High School Diploma -
South View High School
Hope Mills, NC06.1998
Skills
- Customer Service & Relationship Management
- Strong Verbal & Written Communication
- Conflict Resolution & De-escalation
- Claims & Issue Resolution
- Hospitality & Guest Services
- Multitasking in Fast-Paced Environments
- CRM & Microsoft Office Proficiency
- Cross-Team Collaboration
- Property adjusting
- Policy investigations
- Property claims
Certification
- Completed coursework toward AWS Certified Solutions Architect - Associate via online training
- Gained foundational knowledge in Cybersecurity including threat analysis, network security, and basic risk management
- Actively continuing professional development in cloud technologies and IT best practices
Timeline
Public Adjuster
Palm Partners
07.2025 - Current
Claims Resolutions Analyst
Acosta Group
01.2025 - 07.2025
Bartender/Server
Legion Brewing - SouthPark
11.2022 - 01.2025
Change in Circumstance Underwriter
Rocket Mortgage
02.2020 - 05.2022
Assistant Manager / Bartender
Seoul Food Meat Company
01.2017 - 02.2020
Assistant Manager / Bartender
The Mandrake
04.2013 - 12.2016
High School Diploma -
South View High School