Customer Service Insurance
Resume:
Shannon Hanaway
*******@*********.***
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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