Insurance Customer Service

Sheryl L. Walker

abhom5@r.postjobfree.com Orlando, Florida (407) 756-

6153

.

Professional Experience

FEDERAL CENSUS BUREAU, Apopka, Florida 03/10- 08/10

Quality Control Clerk

Auditing of the quality and collection of data collected from the U.S

population, double blind control review, processing and reporting of

enumeration materials. Prepared work assignments for the Operations Control

System for the National Processing Center.

BONNIER CORPORATION, Winter Park, Florida 03/07-10/08

Risk Manager

Responsible to perform risk management audits of present insurance and risk

programs to include: contractual, financial, and operational exposure

analysis, insurance policy audits, statistical analysis, loss forecasting

and reserve analysis, claims control programs, loss prevention and safety

engineering programs.

Accomplishments:

. Developed and managed the risk identification process and lease

administration.

. Facilitated the design and maintained the risk management information

system.

. Performed statistical analysis and trending of events and claims to

pinpoint high-risk areas for management attention.

. Implemented claims reporting system for Bonnier for over 1,000 employees.

. Managed the Fleet maintenance to ensure the tracking of all fleet

maintenance equipment tracking, equipment inventory, tag renewal

submissions and distribution of tags to the appropriate locations.

Maintained all Fleet Equipment Inventory Records.

Maintained all Fleet Maintenance Schedule Records to include out of

service records.

. Developed risk management strategy including risk identification,

evaluation and mitigation. This includes the program design and

procurement of all property and casualty insurance coverage by preparing

specifications and analyzing proposals and contracts. Performs policy

reviews and approves premium payments.

GLOBAL INSURANCE SERVICES, INC., Casselberry, Florida 09/06- 01/07

Commercial Account Manager

Responsible for support and service to small - mid-size commercial accounts

with book concentration in all lines of property and casualty coverage;

online rating, processing endorsements, proposal preparation, quoting,

producer support, issuing certificates and reviewing proposals/policies for

proper coverage.

Accomplishments:

. Conducted Agency Bill audits and collections for aged accounts.

. Implemented and conducted weekly claims review for all outstanding claims

for the agency.

. Developed and maintained an active expiration list through internal and

external sources. Provided immediate follow up on referrals. Provided

professional risk management advice to clients.

. Obtained information for quotations and marketed accounts to various

insurance carriers.

. Monitored commercial expiration lists.

ARTHUR J. GALLAGHER RISK MANAGEMENT SERVICES, Orlando, Florida

05/05-05/06 Customer Service Representative

Responsible for commercial policy service, data collection, report

organization, and administrative duties for new and renewal business;

processed endorsements and evidence of insurance for three producers and

three account managers of the Public Entity and Scholastic Division.

Accomplishments:

. Assisted in the management and issuance of over 2,000 certificates of

insurance annually for a university/college consortium account.

. Worked independently on large special projects as assigned.

. Obtained information for quotations and marketing of accounts to various

insurance carriers for all Property & Casualty lines of business

St. Paul travelers companies, Orlando, Florida 2002 - 2005

Commercial Lines Adjuster

Handled 1st and 3rd party Personal Insurance and Business Insurance

claims. Managed claims for automobiles, a variety of heavy, specialty and

mobile equipment and non-auto related property damage (i.e.: mail box,

fence, and indirect damages such as down time and business interruption.)

Claims had varying degrees of complexity and severity (I.e.: coverage

issues, multi-car, fatalities, liability determination, etc).

Accomplishments:

. Reviewed and analyzed coverage and applied policy conditions,

provisions, exclusions and endorsements, pertinent to a variety of

vehicle damage claims.

. Recognized and applied how jurisdictional issues impact the claim

(i.e.: negligence laws, financial responsibility/limits, immunity,

etc.)

Investigated the facts to establish negligence, determine liability,

other sources of recovery and negotiate resolutions as appropriate.

Manage fire, theft and other claims that require specialized

investigation and utilization of internal and external experts in

accordance with local laws.

. Established timely and maintained appropriate claim and expense

reserves.

. Developed and continually updated a plan of action including

maintaining an effective diary to bring the claim to resolution in a

timely manner

Requested the appropriate inspection type based on the details of the

loss to effectively and efficiently resolve the claim.

. Conducted damage management including properly managing the repair

process i.e.: mitigating storage, rental, early tow to salvage and

other related expenses by working closely with appraisers, rental

facilities, body shops, repair facilities and other vendors.

. Contacted appropriate parties to obtain relevant facts necessary to

determine coverage, causation/damages, nature and extent of injuries

and exposure with respect to the vehicle coverage provided.

. Wrote denial letters, Reservation of Rights and other routine and

complex correspondence to insured's and claimants.

Determined settlement amounts based on independent judgment,

estimation of actual cash value and replacement value, appraisals,

application of applicable limits and deductibles.

Negotiated and conveyed claim settlements within authority limits to

insured's.

CNA insurance, Maitland, Florida 2000 - 2002

Commercial Lines Agency Service Representative-

Responsible to quote, rate, price and endorse commercial policies as a

commercial lines rater for small and middle market accounts. Served as an

initial point of contact for agents and customers.

Reviewed insurance applications and documentation to assist with

determining applicant's eligibility.

Recommended appropriate premiums for risks after complete analysis and

consideration of applicant documentation.

Education

University of Central Florida, Orlando, Florida, Bachelor of Science,

Liberal Arts

Valencia Community College, Orlando, Florida, Associate of Arts, Business

Administration

Certification and Licenses

. Customer Professional Service Representative 4-40 License, Central

Insurance School

. Property and Casualty 5-20 All-Lines Adjuster's License, Insurance

Institute of America

. Certified Home Health Aide (CHHA) Orlando Vo-Tech

Continuing Education

. Business Continuity/Disaster Planning & Management

. RIMS Fellow courses: Worker's Compensation Management

. Principles of Risk Management at the National Alliance for Insurance

Education & Research

. Techniques of Risk Management

. Fundamentals of Insurance

. Introduction to Property & Liability Course at the Insurance Institute of

America

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