Customer Service Representative
Resume:
Nynamaree Hernandez
San Antonio, Texas 78217
Phone: 210-***-****
*******@*****.***
Summary
Experienced professional with the established ability to multi task and continually exceeding expectations of employers.
Dedicated with the proven expertise to investigate, evaluate, and negotiate assignments. Confident and able to work with
minimal supervision, while productively supporting and mentoring teammates.
Professional Experience
USAA San Antonio, Texas 01/31/2009 Present
Associate Claims Adjuster/Total Loss Representative
Negotiate automobile total loss claims for members and claimants
Educate members and claimants on methodology used to provide fair settlements
Research and review estimates, photographs, files, and valuations
Conduct market research, probe for additional considerations, and review conditioning to ensure proper valuations
Accurately apply company and state guidelines to ensure proper compliance
Research and diffuse customer concerns
Refer members and claimants for rental reimbursement or loss of use within state and policy guidelines
Successfully meets members needs by appropriately recognizing life events and educating and referring within USAA
Issue settlement payments in amounts exceeding fifty thousand dollars with accuracy
Intermediate with adverse carriers, attorneys, and vendors with confidence
Maintain phenomenal call counts, adherence, and desktop management
USAA San Antonio, Texas 08/11/2008 01/31/2009
Claims Representative
Provided the immediate response to members and claimants calling the first notice of loss for automobile, homeowner, fire,
and valuable personal property policies by creating loss reports, confirming coverage, explaining procedures, and
answering inquiries for adjusting auto and property claims
Recognized and submitted claims to appropriate departments if additional investigation necessary
Researched and diffused customer concerns
Successfully met members needs by appropriately recognizing life events and educating and referring within USAA
Referred members to local direct repair facilities and car rental agencies
Reviewed incoming automobile repair estimates and rental invoices for consideration and issued appropriate payments with
accuracy
Maintained phenomenal call counts, adherence, and desktop management
Sallie Mae Killeen, Texas 06/01/2007 09/01/2007
Seasonal Tuition Pay Specialist
Provided accurate data entry from students and parents for the Tuition Pay program
Created new Tuition Pay accounts
Explained financial aid options
Provided billing information
Took payments for Tuition pay accounts
Exceeded expectations during call audits
Maintained phenomenal call counts
USAA San Antonio, Texas 03/01/2006 03/31/2007
Claims Representative
Provided the immediate response to members and claimants calling the first notice of loss for automobile, homeowner, fire,
and valuable personal property policies by creating loss reports, confirming coverage, explaining procedures, and
answering inquiries for adjusting auto and property claims
Recognized and submitted claims to appropriate departments if additional investigation necessary
Researched and diffused customer concerns
Maintained phenomenal call counts
Met members needs by appropriately recognizing life events and educating and referring within USAA
Referred members to local direct repair facilities and car rental agencies
Reviewed incoming automobile repair estimates and rental invoices for consideration and issued appropriate payments
Exceeded expectations during performance reviews
Mercury Insurance San Antonio, Texas 05/01/2004 03/01/2006
Insurance Agent
Reviewed and endorsed automobile policies
Provided billing information
Collected payment via electronic check and credit card
Excelled at all responsibilities illustrated as a Customer Service Representative for Snelling Personnel (see below, which
was temporary to hire assignment)
Snelling Personnel San Antonio, Texas 02/01/2004 05/01/2004
Customer Service Representative
Supplied exceptional inbound and outbound customer service
Qualified prospective customers through underwriting guidelines to determine acceptability of risk and offered automobile
quotations as appropriate
Provided the immediate response to members and claimants calling the first notice of loss for automobile, homeowner,
commercial, and general liability policies
Processed claims for automobile, homeowner, commercial, and general liability policies
Maintained phenomenal call counts
Exceeded quality assurance guidelines
Researched and diffused customer concerns
Referred members to local repair facilities and car rental agencies
LeadingEdge Personnel San Antonio, Texas 01/01/2002 02/01/2004
Legal Secretary, Administrative Assistant, and Data Entry Clerk
Demonstrated exemplary customer service and data entry skills
Worked with individual supervisors to meet specific needs
Prioritized work load and multi tasked to accomplish goals
Processed claims for worker's compensation and auto accidents
Processed new auto policies
Scheduled various appointments, conferences, and speeches
Arranged travel and booked reservations for flights, car rentals, and hotels
Created and designed documents, spreadsheets, databases and correspondence
Transcribed, typed, filed, copied, and faxed
Answered multiple telephone lines (up to 12) and extensions (up to 100)
Distributed mail, handled postage machine, and used certified mail
Education/Designations
USAA San Antonio, Texas
Claims Eagle Designation (Gold, Silver, Bronze) 2011
Bowdoin College Brunswick, Maine
Liberal Arts, 2000 2002
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