Customer Service Sales

JESSICA ZIMMERMAN

Phone: 805-***-****

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

Objective: To contribute to the growth and retention of a company's

customers, while challenging and further developing my skills in the

services industry. I thrive in an environment with demanding and diverse

workloads.

Skills: 7+ years of Customer Service, proficient in Microsoft Office,

advanced oral, written and interpersonal communication skills, advanced

organizational, analytical and PC skills, 3 years of Training and Auditing

experience, excellent in multi-tasking, 70 wpm, experience in a Call Center

environment

Professional Experience:

Aerotek Staffing Agency - (Wellpoint) Newbury Park, California 10/10 -

05/11

Data Specialist

. Updates broker information through various channels.

. Logs all incoming faxes.

. Sorts and preps faxes for scanning.

. Creates databases as needed.

. Coordinates support issues such as meetings, conference calls, and

temporary personnel.

. Keeps track of staff production sheets.

. Analyzes problems and provides information and solutions.

. Looks for ways to improve procedures.

. Assists in the overflow of Senior Sales Support Customer Service

calls.

Royal Staffing - (Sage Publications) Thousand Oaks, California 06/10 -

10/10

Data Specialist

. Called college bookstores all over the country and investigated

which professors have used the textbooks that were coming out with

new editions.

. Input information received by bookstores into Microsoft Excel

spreadsheet.

. Entered information received by bookstores into SFA software.

. Collected data and input into Microsoft Word document.

. Updated company database with client info as needed.

. Assisted Editorial Assistant as needed.

Superior Mobility Oxnard, California 04/09 - 06/10

Sales Coordinator

. Processed orders for insurance authorizations, sending/faxing

quotes and maintaining consistent client contact for assigned Rehab

Technician.

. Entered and prepared service and repair orders manually into

system.

. Directly processed all Medicare, Private Health Insurance, CCS/Medi-

Cal, Worker's Comp and private pay orders until delivery.

. Coordinated the delivery process with assigned RTS.

. Monitored order status.

. Confirmed orders, scanned completion and verified the completion

order edit list for accuracy.

. Over-saw Complete Summary Reports for assigned RTS and department.

. Checked Files for accuracy and complete information.

. Assisted walk in clients with sales, scheduling and intake process.

. Answered and monitored incoming phone calls.

. Prepared claim demographics and complete intake information

including insurance verification.

. Developed and maintained working knowledge of all applicable

Medicare, Medi-Cal and other insurance guidelines including

eligibility for coverage and reimbursement.

. Maintained proactive communication with our clients and keep them

informed on the status of their order.

. Released orders up to $5,000 and $10,000

.

Carnegie General Insurance Agency Camarillo, California 08/01 to 04/09

Quality Specialist

. Developed and implemented the progressive curriculum for training

50 multi-cultural underwriting and customer service staff.

. Developed internal audit procedures and conducted random daily

audits for 30 employees processing several thousand insurance

transactions involving automobile, motorcycle, habitation, and

recreation vehicles. Staff met or exceeded the independent

compliance audit expectations of the California Department of

Insurance and our independent carriers.

. Responded to over 25 regulatory complaint inquiries annually

resulting in less than 2 justified complaints per year.

. Tested and reviewed all user system changes to the AS400, WinFSC,

and company website.

. Collaborated with I.T. to design the presentation, workflow and

successful implementation of a web based endorsements and payments

system for producers and policyholders.

. Proofread announcements for website and marketing flyers and

training materials

. Responsible for the administration and development of new and

revised forms; this included the tracking and maintenance of a

forms log that would stand up in court.

. Quoted, issued, and serviced all Specialty Lines products that

include motor home, travel trailer, watercraft, mobile home, and

homeowner policies.

. Worked with I.T. to redesign the presentation and improve the

functionality of the company website.

New Business Underwriting Supervisor

. Interviewed, hired and trained 10 underwriters.

. Defined new processes and implemented a revised underwriting

workflow, improving accuracy while eliminating backlogs and meeting

aggressive quality and quantity standards of 500+ applications per

day.

. Prepared and reviewed daily, weekly, and monthly department reports

with executive management.

. Resolved accounts on the exception reports.

Customer Service Specialist / Underwriter

. Responded to over 50 calls per day (exceeding standard.)

. Underwrote 25 new business applications and 35 endorsements per day

(exceeding standard.)

. Helped developed procedures for the implementation of imaging and

paperless workflow.

Education:

Adolfo Camarillo High School Camarillo, California High School Diploma

References:

Furnished upon request.

Contact this candidate