DESIREE G. RUSSELL

**** * ***** **

Phoenix, AZ *5083

602-***-****

SUMMARY

Professional Customer Service Representative with 20 years of solid experience in the

insurance industry and related fields. Tenacity, stamina, credibility and respect are part of my

success. Highly motivated dedicated individual who consistently exceeds expectations

Honesty, integrity, dedication and respect are part of my success.

- Results oriented/ “ Can Do” attitude - Team player

- “Whatever it takes” resourceful thinker - Creative problem solver

- Exemplary Customer Service support - Excellent negotiation abilities

- Excellent communications/presentations skills

PROFESSIONAL EXPERIENCE

Waste Management-5-201*-**-****

Set Up Agent

Set up new Customer accounts using specific coding and billing procedures. Verify paperwork

against Green pages for correct pricing. Process delivery and new service tickets. Receive new

paperwork to modify accounts, update with correct codes and delivery dates. Process new

service tickets. Process proration’s when needed. Update account information to match

paperwork provided by Sales.

Vangent-7-201*-**-****

Customer Service Representative (Temp)

Answer incoming calls from beneficiaries regarding their Medicare account. Provide coverage

information. Answer general claim information. Order new Medicare cards.

Cigna Health 7-201*-*-*-****

Claims Customer Service Representative

Receive inbound calls for eligibility questions and effective dates. Explain coverage questions

pertaining to deductibles, co-insurance and co pays. Send out ID Cards. Review claim status,

send claims back to be adjusted, provide Health Care Providers to customers. Adhere to

metrics and quality. D

AAA Insurance Exchange 2-201*-*-****

Licensed Insurance Agent

Receive inbound calls for new Auto, Renters, Homeowners, and Umbrella policies. Sales goals

to exceed 80 policies per month.

USAA 9-200*-*-****

Member Relationship Specialist II

Service inbound calls from members, process changes on the Auto, Homeowners, and

Valuable Personal Property policies. Issue new Auto, Homeowners, Valuable Personal Property

policies and Umbrella. Open new checking/saving accounts, issue new approved USAA credit

cards. Answer billing questions, provide coverage information on policies. Cross sell as

appropriate. Process renewals for all lines of business. As a Member Relationship Specialist II,

it is my responsibility to underwrite each risk presented to me appropriately. I utilize my

knowledge of all P & C Lines of Business as well as my previous experience in claims.

Proficient in contract knowledge for lines of business. Regularly review ITV, establish proper

liability limits based on the member’s needs.

EDUCATION:

Deer Valley High School Graduated 1984

LICENSING: Active AZ Property and Casualty license 19946

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