Customer Service Insurance
Resume:
FELICIA M. SALVATORE
Yorkville, NY 13495
*********@*****.***
OBJECTIVE
To obtain a position that utilizes my strengths.
Professional Experience
Lisa J. Hammond Agent (State Farm Insurance) May 2009 - July 2009
Office Clerk
. Worked with existing customers processing payments for Life, Home,
Auto, and Health Insurance with the State Farm system.
. Responsible for the end of day bank balance.
. Customer service, making outgoing calls selling Auto Insurance
(approximately 300 calls per week), answering incoming calls, and
setting up appointments for customers.
. Completed a 54-hour course in Life, Accident & Health Insurance
through Bryant and Stratton College to become a certified licensed
agent through New York State.
Metropolitan Life Insurance Company January 2002 - May 2009
Senior Claim Examiner
. Problem determination and resolution of all Customer Service/Claim
issues for group customers with 15000+ employees.
. Monitor and evaluate metrics and workload balancing for a Team of nine
(9) Examiners.
. Responsible for assisting Claim Examiners with high profile claims and
high dollar amount claims.
. Manage and organize work to meet multiple deadlines and competing
priorities to ensure department turnaround and customer satisfaction
is met.
. Coach Claim Examiners on Group Life procedures and workflow.
. Participate and manage projects and presentations, including internal
and external audits and new customer implementations.
. Provide expertise in claim processing, policies, and procedures to
Claim Examiners, internal customers, and external customers.
. Respond to verbal and written escalations as well as handle all
Insurance Department complaints, Presidential, and escalated phone
calls.
. Act as a liaison to the MetLife Law Department, ensuring documentation
is updated and complete, as well as reviewing responses from MetLife
Law Department.
. Ensure Claim Examiners take appropriate actions on claims where legal
opinions have been communicated via the MetLife Law Department.
. Providing excellent customer service around sensitive issues.
Metropolitan Life Insurance Company September 1997 - January 2002
Claim Examiner
. Focus on customer service and handing claims for group customers with
15000+ employees.
. Determine eligibility and payment of Life claims.
. Handle high volumes of verbal and written communication.
. Focus on teamwork.
. Providing excellent customer service around sensitive issues.
. Processing large volumes of claims and managing workload effectively.
PREVIOUS EXPERIENCE INCLUDES:
. Worked for Metropolitan Group Life Clerical for approximately three
(3) years. Included the transition of a company merger. This
included transitioning the work and traveling for two months to assist
with the merger.
. Processed Medical claims for Metropolitan Life Insurance Company for
approximately two (2) years.
RELEVANT ACCOMPLISHMENTS
Training/Development:
. Strategic thinking.
. Plan Do Check Act (PDCA) process improvement.
. Actively participated in process improvement focus groups to identify
best practices.
. Member of Employee Recognition Committee.
. Microsoft Excel
. Microsoft Word
. Microsoft Powerpoint
. Microsoft Access
. Quickbooks
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