MARK W. BURNETT

Attentive to detail, organization, and accuracy. Assertive, proactive professional with exceptional ability to identify and anticipate customer needs. Recognized for exceeding daily quotas, strong work ethic and consistent criteria achievement. A team player with demonstrated ability to cross-sale and promote products and services clearly and patiently, train others and resolve problems under pressure.

EDUCATION

June 2009 BarCareers.com Graduate

February 2009 ABC Bartending College Graduate

Texas Adjuster-All Lines License #: 1553391 NPN: 9522214

Xactimate 25 Training #49117CG130-Certified

2009 Property and Casualty Class Certification

2004 Mortgage Training Institute; Basic/Advanced Processing courses

1991 Clinch Valley College; Wise, VA Fall Courses-emphasis on History

1988 Concordia College; Selma, AL Emphasis on History & Physical Education

1988 Graduate, Tazewell High School ; Tazewell, VA

References are available on request.

Product Knowledge · Account Retention · Client Relations · High-Volume, Fast-Paced Environments

Communication Skills · Product Value Recognition · Competitive · Self-Motivated

Team Leadership · Data Management

PROFESSIONAL EXPERIENCE

Delta Dental of Colorado, Denver Tech Center-November 2008 to April 2009

Customer Relations

Answering high volume of calls for non-profit dental insurance company. Explain and verify dental benefits to dental offices and customers. Advise on how claims are processed to customers & dental offices (paid or denied). Maintain quality assurance. Have daily interaction with computer, phone system, fax machine, email, and regular mail. Assist customers and dental offices daily with web navigation of Delta Dental's website. Keep reports thru Word Excel and draft letters when needed. Explain and educate potential customers with individual plans offered by Delta Dental. Advise of montlhy fees, premiums, yearly maximum's, and deductables.

Healthtrans, Englewood, Colorado-June 2008 to October 2008

Claims & Customer Service Representative

Answered high volume of calls for 2 life & health insurance companies, Imerica & Innovante. Worked with RIMS system. Data-entered & plan built customers in system for transfer into permanent system. Processed claims according to plan & met deadlines. Assisted customers with temporary identification cards, proof of insurance, & billing. Processed monthly payments by credit card & electronic funds transfer for customers. Explained plan benefits to physicians offices, hospitals, & pharmacies. Kept reports thru Word Excel & drafted letters as needed. Assisted with welcome kits/packets.

Ruben & Raine, Aurora, Colorado-February 2008 to May 2008

Customer Service Representative

Answered high volume of calls for Centura Hospital. Assist patients with medical bills, while establishing payment arrangements and taking payments over the phone. Analyzed patients billing and educated about specifics of billing.

Consistently maintained daily goals by meeting or exceeding quality assurance and call volume .

Recognized for surpassing daily call quotas, while maintaining the highest levels of customer satisfaction.

3 Applied superior attention to detail in processing all sensitve client information/documentation. Knowledgeable of HIPAA rules & Fair Debt Collection Practices Act.

National Agents Alliance, Dallas, Texas - July 2007 to January 2008

Mortgage Protection Specialist

Advised potential clients on mortgage protection based on client needs, credit liabilities, mortgage balance and life insurance inquiries.Counseled client on Disability Income and Accidental Death policies. Pre -qualified client for non-medical exam. Established new business by cold calling and referral follow up. Provided product knowledge on various insurance programs to find the policy that best meets their needs.

1 100 - 200 cold calls per week to set appointments.

2 Effectively corresponded with underwriting for client status/ approval on policy. Updated clients reguraly and collected additional information if needed.

3 3 - 5 in home presentations per week within 100 mile territory.

CITIFINANCIAL, Bedford, Texas 2006- July 2007

Auto Loan Processor

Responsible for ensuring that all loan documentation is complete, accurate and complies with company policy for direct loans. Verify insurance, employment, residence and title work for correct lienholder information. Communicate with buyers, internet loan specialists and dealerships to retrieve missing documentation, proper signatures and advise on status of applicant. Detect fraud or misrepresentation on loan packages.Work under strict deadlines.

1 Recognized for exceeding all daily quotas.

2 Meeting or exceeding all compliance requirements on a monthly basis.

3 Maintain a que of 75 -100+ new accounts per week.

4 Consistent follow-through to funding.

CITIGROUP, Fort Worth, Texas · 2005-2006

Sales/Claims Representative

Answered high volume of calls for LIfe & Accidental death policies. Cross sell products, while establishing & overseeing death, hospital & credit card life event claims. Analyzed client needs, described benefits and educated consumer on product value.

Consistently maintained daily goals by meeting or exceeding quality assurance and call volume .

Recognized for surpassing daily call quotas by 25% while maintaining the highest levels of customer satisfaction.

Applied superior attention to detail in processing all sensitve client information/documentation.

NEXTEL COMMUNICATIONS, Lone Tree, Colorado · 2002-2004

Government Finance Representative

Collected on Government entities and individuals regarding delinquent accounts, advised on payment options and solved payment and tax disputes. Recognized client needs and offered appropriate solutions. Assisted sales representatives with billing issues, rate plans and accessories. Counseled and educated clients on diverse company portfolio, ensuring best possible matches.

Successfully maintained 300-400 accounts per month.

Commended for meeting difficult deadlines and maintaining highest number of paid accounts after intitial contact.

Achieved Employee of the Month 05/2003

Merrill Lynch, Englewood, Colorado 1997-2002

Customer Service Representative

Answered 80-100 calls per day. Replied to clients questions including: bank account balances, check clearing information, credit card transaction history, stock quotes, & account research while on phone. Helped clients navigate thru online banking website. Was a member of the Visa Signature Rewards Team & would answer calls in regards to client's point balances for their Visa card purchases.

Contact this candidate