Customer Service Training

Eva M Nekola

**** * ****** ( Toledo, IA ***** ( **********@*****.*** 641-***-****

Qualifications Summary

Highly personable employee with over twenty years of experience in

training, computer software, and call-center operations within the

insurance industry.

o Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and

Microsoft Outlook ) Expert level.

o Proficient with other industry software(s): WorkDesk, Reports Now

Retrieve, PaperPort, RightFax, SilverPlume/Sage, On-Base, The

Freedom Group; FISERV; or StoneRIver; Insurance Solutions - Billing

Products and Claims Products.

o Proficient with insurance industry software including CLUE,

ChoicePoint, GMRC Online quoting, GMRC Billing Online, GIS products

MSIC and MAP+

o Project Management experience working with mutual managers to

determine needs for rating software and how to tailor GIS software

to fit their needs

o Software tailoring experience for rating, policy processing,

billing, claims and accounting

o IBM 401 Main Frame experience, extensive background regarding GMRC

personal and commercial lines policy issuance and billing systems

o Expertise in resolving escalated customer service issues.

o Talent for identifying customer needs and presenting appropriate

company product and training offerings.

o Demonstrated ability to gain customer trust and provide exceptional

follow-up, leading to increased repeat workshop participation.

o Track record of assisting in the design and implementation of

training programs. Working with Management to identify training

needs and tailor training as required.

Professional Experience

GRINNELL MUTUAL GROUP - Grinnell, Iowa

1989 to Present

BIS Business Analyst - Finance and Billing (2007 - present)

Description is found below, I held this same job previously and returned to

it to help implement the latest billing system upgrade.

Training Specialist (1999 to 2007)

Serve as Training Specialist for a major insurance company with A+ AM Best

rating. Employing over 600 employees.

Provide training for all home office and field staff on various software

applications.

. Identified training areas, met with management to design training

workshops needed.

. Instrumental in improving customer-satisfaction ratings through

suggestion, development, and implementation of new training workshops.

. Responded to Call Center requests and assist users in resolving

software, hardware and training questions.

. Enhanced employee performance through mentoring, one-on-one

discussions and problem-solving strategies.

. Received outstanding positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

Client Relations Specialist

Provide assistance via the telephone and Internet to our writing agents

using our online quoting system (GMRC Online).

. Received outstanding positive comments from agent staff through

reviews, as well as exceptional feedback from senior management.

Business Analyst

Worked with other departments mainly Finance, Billing, Human Resources and

Direct Underwriting to determine their needs. I then worked with our

development staff to determine how our mainframe system could be modified

or developed in order to meet their needs.

. Wrote specifications for projects in order to meet the needs of the

user.

. Tested the projects upon delivery and prepared them for production.

. Wrote release notes, documentation and prepared for user training.

. Trained the user when the project was put into production.

Lead Business Consultant - Grinnell InfoSystems

Traveled throughout a nine-state area to provide training on GIS software

products. GIS software products consisted of policy processing,

financing/billing, and claims processing applications.

. Provided Call Center support on GIS hardware and software questions

. Met with mutual staff management to determine how to set up their

company.

. Creation of accounts receivable and accounts payable, chart of

accounts and general ledger records.

. Provide rate creation, entry and maintenance assistance for county

mutuals.

MESKWAKI BINGO AND CASINO - Tama, Iowa

1992 - 1995

Credit Manager

Entertainment and Gaming industry, employing over 1,000 employees, offering

table games, slot machines and many other entertainment options.

Managed credit operations and supervised a team of twelve in a newly opened

casino.

. Developed documentation and procedures implementing the rules,

policies, and procedures for Cage staff.

. Assisted in the management of more than one hundred Cage employees.

. Established a new Credit department to provide VIP customers with more

services.

. Designed forms and procedures for auditing of Cage activities.

. Received outstanding positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

. Received outstanding positive comments from team members on employee

reviews, as well as exceptional feedback from senior management.

Education and Training

Junior Accounting Diploma (AMERICAN INSTITUTE OF BUSINESS - Des Moines,

Iowa

Associate of Arts in Business Administration ( WM PENN UNIVERSITY -

Oskaloosa, Iowa

Bachelors of Science in Business Management and Technical Studies (BELLEVUE

UNIVERSITY - Bellevue, Nebraska

Contact this candidate