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Customer Service Insurance

Diamond Bar, California, 91765, United States
March 24, 2011
Contact Info:

Dorian Cox



• Dedicated to professional effectiveness

• Ability to amass large amounts of information

• Goal, detail and efficiency oriented

• Excellent with customer relations and time management

• Ability to set and meet deadline objectives

• Conscientious and self-motivated

• 5+ years Customer Service and Call Center

• Expertise in numerous software and databases including, but not limited to, MS Word and MS Excel

• Ability to analyze, support and maintain corporate and traditional accounts


Alta Resources, Brea, CA 2010-Present

Southern California 511/WellPoint Call Center

Customer Service Specialist-Southern California 511

• Answered 80-100 incoming calls on a daily basis regarding Southern California freeway traffic

• Reported daily traffic analysis to inbound callers and gave alternate driving routes based upon the callers location and preferred route

• Assisted hearing impaired individuals locate street routes and assisted the callers with rideshare information

WellPoint Call Center

• Answered incoming calls regarding open enrollment for Medicare clients

• Informed clients of their personal insurance information, reported statistical information, and gave cost quotes to the client

• Connected prospective clients with insurance agents to schedule in-home appointments and phone analysis

Allstate, Diamond Bar, CA 2008-2009

Call Center Customer Support and Claims Representative Associate

• Responsible for managing accounts on a daily basis

• Answered all incoming calls regarding insurance information and account set up

• Properly queued accounts based on predetermined criterion set by the management team

• Researched claims documents and laws for Allstate agents to ensure that all State and Federal regulations were met by all agents

• Met and exceeded queue and national inbound call goals

HSBC, Pomona, CA 2005-2007

Customer Care Representative/Collections Call Center

• Answered all incoming calls from active and prospective customers with questions or concerns regarding their accounts received via phone or through email correspondence

• Assisted with calls that required deviation from standard screens, scripts, and procedures

• Utilized computerized system for tracking, information gathering, and/or troubleshooting

• Provided basic knowledge of the organization, products, and services

• Communicated effectively to problem-solving issues for customers

• Performed skip tracing and collections calls on 60-180 day delinquent accounts

• Made payment arrangements and gave credit card counseling agreements to support timely payments of outstanding bills


General Education

Kaplan University, Boise, ID