Customer Service Quality Assurance

Shelia A. Courtney

*** ********* **

ATLANTA, GA 30331

HM 404-***-****

CELL 404-***-****

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

SUMMARY

Experienced professional with a successful 10 year track record in Customer

Service, Accounts Payable/Receivables and Operations; credited for broad

knowledge of the Insurance contracts application process; talented people

manager and developer of people, who has consistently been promoted to

increasing levels of responsibility for achieving efficient and accurate

results with high integrity; excellent written and verbal communication

skills; superior problem solving and analytical skills; able to work well

individually, or as part of a team; can execute task as needed; ability to

learn new technical skills at rapid pace; able to meet and exceed

expectations; able to multi-task and deliver expected results and meeting

deliverables on time.

CORE COMPETENCIES:

. Consistently selected to train new hires on company policies and

functions of processing insurance contracts and Accounts Payable.

. Recognized by internal and external (Insurers, Dealerships/Accounts and

Agents) customers for excellent customer service, prompt payments to

accounts and posting receivables from accounts.

. Created a procedure to review all Cash Receivables being posted, to

ensure accuracy prior to month-end posting.

. Able to multi-task and deliver expected results.

. Ability to work and communicate with various levels of management.

. Effective time management and organizational skills.

TECHNICAL SKILLS

. 10 Key

. ImageRight

. AWD/Automated Work Distributor

. Cute-FTP

. Basic SQL

. Microsoft Office Products

. Proprietary Software-AS400 Mainframe

. Acro-Soft

. VPAS

EXPERIENCE

AEGON /

STONEBRIDGE LIFE INSURANCE CO, Atlanta, GA

TEAM LEAD

Sept 2007-Dec 2009

. Maintained departmental account listing of plan codes and rates for

correct calculations.

. Verified that any rate changes and/or new account rates were set up

correctly.

. Pulled workflow statistics daily to access compliance with service

standards and report status to group on daily huddles.

. Reviewed all bill cycle documentation and provided quality assurance

audits for accuracy before mailing.

. Summarized and reported SOX audits to Department Manager monthly to

assure company compliance.

. Provided input to management to assist in reallocating resources to

analysts as needed to meet service standards.

. Performed 150+ Account Reconciliations and/or collections of accounts

monthly.

. Reviewed and processed Gap contracts on 150+ accounts resulting in $2.7

million monthly.

. Updated monthly Account Payables/Receivables status reports on all

outgoing reconciliation statements for accounts.

. Provided input to cross-functional teams regarding errors on business.

. Researched and resolved billing inquiries by accounts.

Mortgage/GAP ANALYST II

Apr 2006-2007

. Reconciled 150+ Gap accounts monthly to collect on past due balances.

. Prepared refunds monthly to 150+ Gap accounts.

. Gave excellent customer service to Gap and Mortgage agents, accounts and

insurers.

. Performed Mortgage billings to meet month-end deadlines resulting in $2.3

million monthly.

. Ensured reimbursement statements were generated for all mortgage

accounts.

PROCESS CONTROL ANALYST II 2001-2006

. Assisted management in delegating newly acquired account's remittances to

analysts.

. Monitored and assisted new analysts on polices and procedures.

. Liaison between analyst and management communication.

PROCESS CONTROL ANALYST

1999-2001

. Edited and processed 200+ account's contracts resulting in $3.3 million

monthly.

. Prepared 40 related correspondences to insurers, reflecting changes to

contracts created during the editing process.

. Performed 200+ monthly Accounts Reconciliations for accounts on past due

balances.

. Generated 200+monthly premium payments to accounts in a timely manner.

. Followed up with excellent customer service to agents, insurers and

accounts.

SERVICE MERCHANDISE

WAREHOUSE RECEIVER/DAMAGE & DEFECTIVE CLERK

1993-1999

. Verified and received merchandise from carriers using invoices provided

by home office.

. Printed and completed purchase orders on received merchandise before

inputting into system.

. Updated merchandise into system by scanning bar codes and validating

invalid codes on new and upgraded inventory.

. Communicated with customers regarding mail orders to be shipped and

damaged/defective merchandise to be returned.

. Followed up with pick-up desk when customer had concerns with product

received to ensure satisfaction.

. Performed troubleshooting with home office to reconcile inventory

differences.

. Worked with carriers and vendors to resolve problems relative to

shipments received and damaged and defective goods.

. Processed location updates in system on new merchandise received and

changes to old merchandise.

. Expedited customers purchased merchandise from warehouse to pickup desk

in a timely manner.

. Scheduled appointments for pick-up of damaged and defective goods to

return to vendors and home office.

EDUCATION

Associate of Science Degree, Computer Technology-Northwestern State

University Natchitoches, LA.

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