Customer Service Representative

KERRI BREVEARD, ACS, AINS, AIS, API

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

Mishawaka, IN 46545 574-***-****

CAREER SUMMARY

A knowledgeable, quality oriented professional with over 10 years

experience in customer service in the insurance industry. Major strengths

in time management, organization, oral and written communications, and

problem solving. Additional skills in leadership, mentoring, decision

making, quickly and enthusiastically responding to changes in procedures,

demonstrating initiative, and working both independently and in team

environments. A quick learning, dedicated individual who has a track record

of solving complex situations while building strong relationships with

external and internal customers.

PROFESSIONAL EXPERIENCE

LIBERTY MUTUAL INSURANCE, Mishawaka, Indiana 2004 - 2010

A diversified global insurer, Fortune 100 Company, 5th largest Property &

Casualty insurance company in US.

Sr. Customer Service Representative, Agency Markets (2010)

Acted on behalf of independent agent(s) to service small commercial

property/casualty accounts underwritten by regional companies within Agency

Markets. Trained and mentored new employees.

. Assisted in merger of Ohio Casualty by training and mentoring 35

colleagues, resulting in a smooth transition for agents and customers.

. Actively participated on consistency team, improving overall quality and

production of department.

. Educated new management on computer systems and procedures, resulting in

a seamless change of management and increased customer satisfaction.

. Managed Applied database, resolving system issues and ensuring updated

and accurate system information.

Customer Service Representative, Agency Markets (2008-2010)

Counseled policyholders on commercial insurance coverages, limits and

regulations. Licensed in 48 states.

. Increased customer retention and growth by writing new policies and

making pre-renewal calls on existing policies ensuring adequate coverage

and pricing and making recommendations for additional lines, exceeding

expectations.

. Resolved problems and made ethical decisions that balanced both

profitability and customer expectations.

. Maximized responsiveness to customers by prioritizing activities and

managing time, improving productivity.

Sr. Customer Information Representative, Utilization Management (2005-2008)

Processed written and oral pre-certification requests in regards to

Worker's Compensation claims and approved those within authority

guidelines. High understanding and usage of CPT and ICD-9 codes.

. Increased overall production and quality of unit by training and

mentoring co-workers and new hires, improving productivity and morale.

Received corporate Bronze Bravo Award.

. Assumed duties of both trainer and supervisor during absence while also

maintaining current workload. Received corporate Spotlight on Success

Award.

. Exceeded production and quality goals by prioritizing activities and

managing time well, resulting in a Corporate Bronze Bravo Award.

KERRI BREVEARD, ACS, AIS, API page 2

Customer Service Representative, Personal Lines Sales Office (2004-2005)

Assisted with growth and retention of business by quoting and writing new

business, as well as doing risk assessments and recommending policy changes

and additional coverage when needed.

. Ensured high customer satisfaction by providing timely and accurate

service to policyholders for a variety of Personal Lines products in a

local sales office while under minimal supervision.

. Solicited new Group Savings Plus accounts as well as additional lines of

business, generating additional revenue.

PARTNERS HEALTH PLAN, South Bend, Indiana 2000-2003

Privately owned by physicians of Memorial Hospital.

Member Service Representative

Handled inquiries from providers, members, and clients to clarify coverage

issues, verify benefits, handle complaints, and assure customer

satisfaction.

. Explained plan provisions, claim payments, and denials to providers,

employees, and group personnel in accurate and timely manner.

. Assisted in training of 12 new hires, improving productivity.

LIBERTY MUTUAL INSURANCE, Mishawaka, Indiana 1999-2000

A diversified global insurer, Fortune 100 Company, 5th largest Property &

Casualty insurance company in US.

Sr. Customer Service Representative

Provided quality customer service for Personal Lines policies by responding

to all inbound customer calls and written correspondence. Licensed in 48

states.

. Proactively identified and communicated policy transactions and impacts

to billing, assuring customer coverage and satisfaction.

. Managed and utilized time effectively ensuring department service levels

were met, exceeding expectations.

OHIO CASUALTY GROUP, South Bend, Indiana 1997-1998

Claim Intake Specialist, Claims Department

EDUCATION AND PROFESSIONAL DEVELOPMENT

Pursuing CPCU designation, Insurance Institute of America, Anticipated

completion - 2012

Concentration in Medical Assisting, Ivy Tech State College, South Bend,

Indiana - 1995-1996

CERTIFICATIONS

Associate in General Insurance (AINS), Insurance Institute of America

2010

Associate in Customer Service (ACS), LOMA 2005

Associate in Insurance Services (AIS), Insurance Institute of America

2005

Associate in Personal Insurance (API), Insurance Institute of America

1999

Property & Casualty/Life, Accident & Health Agent's License, PTI

1998

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