Customer Service Sales

Marcia L. Jones

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

Waterloo Iowa **703

Home 319-***-****

Cell 210-***-****

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

Position Desired

I am seeking a position as CUNA Insurance as a Customer Service

Representative Level 1, utilizing over ten years of successful experience

the Insurance Industry.

Summary of Qualifications

Excellent skills in customer care relations

Possesses an aggressive, dynamic but friendly and patient personality

People-oriented, tactful and empathetic and a good listener

Adequate knowledge of phone etiquette

Excellent communication skills, very articulate

Ability to plan and prioritize workloads and delegate accordingly

Proven Proficiency in web-based software such as predictive dialer, word,

Microsoft Office Suite, PowerPoint and Outlook

Active property and casualty licenses in twenty-two states

Professional Experience

Direct Sales and Service Specialist - Allstate, October 2010- March-2011

Receive incoming calls from potential Allstate customers requesting service

through the quoting process.

Listening for key factors relative to the purpose of the call as well as

listening for additional opportunities and gaps in coverage. Reviewing

policy information with the caller and using State specific criteria to

remain in compliance throughout the call process. My job is to bind the

policy during the phone call using Allstate's Care, Sell, Quote and Close

approach.

Store Team Leader - Hickory Farms, October 2008-January 2009

Cedar Falls, Iowa

Maintained existing customers as well as attracted new customer base

through sampling products, goods and services. Responsible for hiring and

retaining new associates along with hands on training with new employees.

Managed team of seven to ten people. Prepared weekly payroll as well as

weekly schedules. Monitored sales and service goals for entire season

Late Stage Collector - Toyota Financial Services, March 2007- October 2008

Cedar Rapids, Iowa

Handled maintenance of customers by providing excellent customer service

and assistance through phone and email.

Worked calls from both a predictive dialer and call list. Proven record of

success on collection of over 90 day accounts. Submitted daily call

reports regarding customer status and account development.

Performed clerical and other call center duties as required and as assigned

by the Team Lead.

Associate Claims Adjuster - USAA - October 1998- September 2007 San

Antonio, Texas

Provided excellent service for customers experiencing a loss through the

claims process via incoming telephone calls. This included reviewing of

coverage as well as deductibles. Entering detailed information with regards

to the loss. Setting up customer with claims number and assigning either to

myself or appropriate adjuster based on level of loss. Assigned both field

and independent adjusters for inspections of property whenever necessary.

Assisting customers with preparing inventory list. Associate Claims

Adjuster's are responsible for entire claim including settlement offer.

Education

Property and Casualty Agents License, San Antonio Texas 2010

Interior Design Major/ Business Administration Minor September 2009

University of Northern Iowa, Cedar Falls, Iowa 50613

Property Claims Law Associate, American Educational Institute 2003

Legal Principles Claims Specialist, American Educational Institute 2002

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