Shannon Hanaway

abg4q0@r.postjobfree.com

707-***-****

Summary of Qualifications

Flexible, enthusiastic professional, with over 10 years of progressively

responsible experience in very intensive customer care industry.

Demonstrated motivator and collaborator with precise communication and

liaison skills.

Abilities include:

. Excellent Customer Service Skills

. Excellent Verb/Written Communication

. Strict attention to detail

. Able to perform multiple tasks

. Excellent Office Organizational skills

. Strong Web research skills

. Successful Call Center Skills

. Inside Sales and excellent customer connection

. Supervisory skills and the ability to help

others be more productive

. Reception Duties and Excellent Phone Manner

. Personal Shopping and all Personal Assistant Duties

. Experience executing purchase orders

. Exemplary Follow-Up skills

. Administering Mass Mailings

. Producing and Distributing Special Flyers

. Keeping Project Schedule

. Producing Personal Correspondence

. High level of Confidentiality

. Personal Lines Insurance Agent Licensing

Computer Skills:

-Mac Power PC

-IBM PC Internet Research

AS 400 Firefox

Windows Safari

Internet Research Email

Word Outlook

Powerpoint

Adobe Acrobat

-Graphic Applications -Accounting Software

Publisher Quickbooks

Photoshop Proprietary Auditing Software

Illustrator

-Database -Other

Filemaker Pro Data Entry (Alpha, Numeric)

10 Key Sight

-Licensing

California State Insurance License

Personal Lines Agent

Experience:

-Amica Mutual Insurance Petaluma, California

10/08 to Present

Amica has been in business for over 100 years and is one of the nation's

leading personal lines of insurance carriers.

Associate Account Representative

*Position involves extensive telephone contact to sell and to write all

personal

lines of insurance; home, auto, life, umbrella

*Able to build personal relationships with customers via inbound and

outbound telephone, fax, email contact to service existing accounts

*Member of Customer Service team consistently rated #1 for personal service

by our customers who are treated with courtesy, attention to detail, and

concern

*Respond to daily inquires by perspective customers to requests for

insurance quotes by telephone, fax, email

*Excellent interpersonal, communication, computer keyboard as well as

letter writing and computer processing skills

*Detailed list kept to follow up for quotes, applications, grades,

certificates, registration dates, any/all information to process quote or

policy

*50 monthly 'Retention' calls made personally to customers advising of

impending renewal of policy, eliciting questions/concerns and to Thank them

for their business

*Successfully meeting continuing education requirements throughout the year

-Cross Check Rohnert Park, California

10/06 to 8/08

Check guarantee service provided to Merchants country wide.

National Accounts Representative

*Primary point person for Merchants fielding questions/concerns,

clarifying account terms and conditions

*Take 40-60+ inbound calls daily from Merchants seeking check approvals

*Extensive experience with 'AR' collection making upwards to 100 calls per

day retrieving past due account balances

*Outbound calls to Merchants for claims paperwork to move collection

process forward

*Providing Merchants with end of month billing detail, clarifying

account charges

*Training new Merchants on all check approval systems; IVR, Web, Floor

Plan, all Terminal models

*Explain to Merchants all exclusive account features including, but not

limited to, premiums, coverages and claim cycles

*Liaison between Merchant and Corp to expedite answers and solutions for

billing adjustments/handling of fee disputes

*Addressing and forwarding average of three hundred pieces of inbound

'account inquires' mail weekly

*Be a friendly voice on the phone to help Merchants understand the complex

system of their check service account

-Institute of Reading Development Santa Rosa, California

4/05 to 8/05

Developers of reading enhancement programs for all age levels across the

United States.

Contract Sales Associate

*75-80 daily in-bound calls from Parents wanting summer reading program

enrollment for their children

*Interviewed parents about reading ability of child to ensure proper

placement

*Data entry of personal information and credit card payment

*Fielded all other customer service calls as necessary

-Overland Solutions, Inc. Lafayette, California

7/04 to 3/05

Is the leading outsourced insurance services provider and a specialty loss

controls services provider to the insurance industry.

Auditor

*Auditor of time-sensitive Workers Comp Policies prior to policy renewal

date

*Contacted insured to set appointment for Audit on premises of insured

*Data entry from general ledger into proprietary audit program

*Interviewed insured to verify adequate policy coverage of all employees

*Electronically submitted audit information to main office for processing

-Mr. & Mrs. Buddy Hackett Beverly Hills, California

6/01 to 6/04

Assisted in the administration of complex personal and business affairs and

private, non-profit, animal welfare organization, "Singita Animal

Sanctuary" (Charity), a rescue sanctuary for abandoned and homeless

companion animals.

Administrative Assistant / Personal Assistant

*Answered 7 line personal and business phone system

*Maintained and ordered all office supplies

*Composed all personal correspondence for signature

*Maintained personal and business calendar of appointments/events

*Responsible for all personal and business Internet shopping,

tracking orders and preparing packages for shipment

*Scheduled routine maintenance of all appliances / office machines,

interfaced with maintenance personnel

*Executed celebrity "thank yous"/ memorabilia packets/ autographs

after mail inquiries

*Prepared payment of all invoices for signature

*Composed and mailed all thanks you notes for gifts received, donations,

general inquiries

*Received all website and email inquires for "Charity" and responded with

acknowledgment letter and information packet

*Prepared weekly employee paychecks for signature

*Assembled marketing material packets for distribution to corporate

contributors

*Processed donations checks through Quickbooks software for annual

"Charity" Comedy Event and prepared for bank deposit

*Sent information packets about "Charity" to perspective volunteers

*Maintained all file systems

*Maintained and updated list of "Charity" volunteers

*Administered mass mailing pieces to 3K for annual Comedy Night "Charity"

fundraiser

*Counseled callers from "Charity Hotline" on care, feeding, capture of

neighborhood feral cat populations, etc

Education:

B.A., Graphic Design, San Jose State University

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