Customer Service Manager

Tracy Fitzpatrick

**** *** ****** #*, ****, NY **180

Phone 518-***-****

******@*****.***

To bring to your organization enthusiasm, dedication, responsibility, and

good work ethic, combined with a desire to utilize my skills obtained

through experience in auto claims handling.

Professional Summary

Strong written / oral communication Detail

oriented

Commitment to customer service Multi tasking proficiency

Employee training Recordkeeping

Tradeshows Database management

Staffing Manager 01/2013-06/2013

Snelling, Albany, NY

. Consulted with clients on hiring process, job requisition details and

effective candidate assessment

. Managed job descriptions to ensure proper advertisement format for

internet job postings and target niche sites

. Qualified, acquired, maintained and expanded client base while

managing the outlook contact data base

. Organized sales and marketing weekly / monthly meetings, scheduled

testing rooms and managed interview calendars

. Recruited, pre-screened, evaluated and matched qualified candidates to

client requirements to ensure client retention

. Managed multiple employees at various client sites and provided

employee coaching on company policy and procedure

. Built strong relationships with candidates and clients to ensure

hiring requirements were met

. Ensured payroll was processed correctly and timely

. Maintained emails, managed travel and business expenses for

reimbursement

. Ensured regulatory and client specific compliance requirements

. Answered multi-line phone system, handled correspondence and corporate

files

. Processed all incoming and outgoing mail handled all filing of

employee files, answered all incoming calls and assisted all walk-in

customers

Professional Experience

Property Damage Claim Representative 06/2009 -

10/2012

State Farm Insurance -Malta, NY

. Working with customers, agents, attorneys, witnesses, repair shops and

service providers to settle automobile accident claims

. Investigating and evaluating the facts of a claim, which could include

damage to property or injury to people

. Evaluating, negotiating, and settling claims within authority levels

. Maintaining the confidentiality of claim information

. Explain repair options, policy limits and liability decisions with

customers

. Recognizes, refers and/or processes subrogation claims with in

approved limits

. Communicating with customers and associates over the telephone, in

person, and in written correspondence

. Develops and applies knowledge of insurance contracts and

endorsements, state laws and regulations

. Working in a collaborative team environment to handle a large volume

of claims, primarily over the telephone

. Providing assignments and direction to claim service assistants

. Coordinating or participating in special projects, as assigned

Staffing Manager 11/2008 - 2/2009

Robert Half International - OfficeTeam, Albany, NY

. Consulted with clients on hiring process, job requisition details and

effective candidate assessment

. Managed job descriptions to ensure proper advertisement format for

internet job postings and target niche sites

. Qualified, acquired, maintained and expanded client base while

managing the outlook contact data base

. Organized sales and marketing weekly / monthly meetings, scheduled

testing rooms and managed interview calendars

. Recruited, pre-screened, evaluated and matched qualified candidates to

client requirements to ensure client retention

. Managed multiple employees at various client sites and provided

employee coaching on company policy and procedure

. Built strong relationships with candidates and clients to ensure

hiring requirements were met

. Ensured positive applicant experience through the interview and hiring

process

. Management of client contract negotiations on price and contact terms,

prepared invoices

. Maintained emails, managed travel and business expenses for

reimbursement

. Ensured regulatory and client specific compliance requirements

. Answered multi-line phone system, handled correspondence and corporate

files

. Processed all incoming and outgoing mail

Staffing Manager

2/2008 - 10/2008

AppleOne Employment Services, Albany, NY

. Consulted with clients on hiring process, job requisition details and

effective candidate assessment

. Managed job descriptions to ensure proper advertisement format for

internet job postings and target niche sites

. Acquired, qualified, maintained and expanded client base including

management of outlook contact database

. Arranged monthly sales and marketing meetings

. Sourced talented and diverse candidates; maintained and handled

sensitive information

. Managed Sr. Account Executives calendars to schedule interviews and

pre employment screens

. Provided employee coaching on company policy and procedures

. Built strong relationships with candidates and clients to ensure

hiring requirements

. Ensured positive applicant experience through the interview and hiring

process

. Met the needs of our clients by managing multiple candidates at

various client sites

. Management of client contract negotiations on price and contact terms,

prepared invoices

. Answered multi-line phone system, handled correspondence and corporate

files

. Processed all incoming and outgoing mail

Human Resource Recruiting Assistant

2/2006 - 2/2008

Yoh HR Solutions/ GE Energy, Schenectady, NY

. Managed internal and external job postings for multiple departments

including interview process

. Worked with sales and recruiting staff to fill open job orders with in

the United States and abroad

. Screened applicant qualifications for job requirements, sourced

talented and diverse candidates

. Applicant tracking and candidate slate management for EEO and

affirmative action reporting requirements

. Maintained travel arrangements for candidates, implemented new

employee orientation and packets

. Generated offer letters, packets and invoicing

. Processed candidate acceptances and declines

. Facilitated pre-employment screening; background investigations and

drug screening

. Tracked and submitted travel and business expenses for hiring managers

. Processed required paperwork and authorization for payroll

. Met compliance policies and procedures

. Improved staffing processes and facilitated delivery of HR training

programs

. Managed relationships with candidates, hiring managers, and HR

. Scheduled and managed managers meetings and their calendars

. Managed database of all jobs; filled, cancelled or eliminated

Reimbursement Care Specialist 1/2005 -

2/2006

Gentiva Health Services, Malta, NY

. Received, responded and contacted payer sources to determine insurance

benefits for home care services

. Obtained appropriate authorizations based on patient needs

. Communicated with multiple payer sources, providers and Gentiva Health

Service branches

. Monitored referral source's satisfaction levels and addressed customer

service issues

Senior Transaction Claims Processor 9/2004 -

1/2005

United Health Care, Kingston, NY

. Researched and initiated benefit payment of claims according to

contracts

. Followed up on adjustments; reprocess coordination of benefits and

Medicare claims

. Conducted reviews, investigations, and verified denials and payments

were consistent with policy coverage's

. Determined reviews by corresponding with agents, policy holders and

medical personnel

. Met internal production, quality goals and contractual performance

guarantees

. Verified claims for closed and denied reprocessing

. Researched and initiated benefit payment of claims according to

individual contracts

. Sent adjustments to field service agents and internal departments to

process member claims

. Met state compliance regulations

Medical Claims Representative 3/2001 -

6/2003

GMAC Insurance, Albany, NY

. Verify accident facts by investigating liability and liability

disputes to determine policy coverage and review insurance contracts.

. Empathize and assist customers who have been involved in an auto

accident

. Investigate the facts of an accident that involves a liability

dispute, review supporting

documentation, determine who is at fault, and make decisions regarding

claim payments

. Reconstruct accidents and take recorded interviews over the phone

. Investigate the nature and extent of injuries

. Provide insurance information and make arrangements for repair of

damage

. Work with policyholders, claimants, doctor offices, medical insurers,

auto repair shops, agents and often times lawyers and law enforcement

. Utilize our internal claims system to record, track and monitor

insurance claims

Medical Claims Representative 8/1999 -

3/2001

Progressive Insurance, Albany, NY

. Verify accident facts by investigating liability and liability

disputes to determine policy coverage and review insurance contracts.

. Empathize and assist customers who have been involved in an auto

accident

. Investigate the facts of an accident that involves a liability

dispute, review supporting

documentation, determine who is at fault, and make decisions regarding

claim payments

. Reconstruct accidents and take recorded interviews over the phone

. Investigate the nature and extent of injuries

. Provide insurance information and make arrangements for repair of

damage

. Work with policyholders, claimants, doctor offices, medical insurers,

auto repair shops, agents and often times lawyers and law enforcement

. Utilize our internal claims system to record, track and monitor

insurance claims

Education

A.A.S. Hotel and Restaurant Management, Schenectady County Community

College

A.A.S. Travel and Tourism, Schenectady County Community College

Accolades and involvements

Netters Fund-Safe Ride Program-Stop DWI

Habitat for Humanity

Republican Campaign Committee

Licenses

Vermont Property and Casualty -license number 661619

New York State Adjuster for Auto Damage and Theft appraisals-license number

IA-1131822

New Hampshire Property and Casualty -license number 2059454

Connecticut Auto Casualty Adjuster-license number 002340065

Rhode Island Claims Adjuster- license numbr 2080438

Contact this candidate