Customer Service Quality Assurance
Resume:
Michelle McDowell
Avenal, NJ 07001
***********@*****.***
*********@*****.***
Summary of Qualifications:
I'm a responsible, detail oriented individual, with strong analytical
problem solving and time management skills capable of managing multiple
tasks. Able to identify and offer corrective solutions to issues that may
interfere with service, workflows and procedures. I have demonstrated the
ability to adjust to new situations quickly.
A summary of my qualifications are as listed.
* Develop strong business relationship with internal and external
stakeholder.
* Detail knowledge of multiple Personal Lines systems such as
Masterpiece, IMS, CAHI, CHARTS
and MARS.
* Assumed a leadership role and trained new hires.
* Able to work individually and within a highly collaborative team
environment and perform well under pressure.
* Exceptional organizational and analytical skills, with proofreading
abilities and great attention to detail.
* Excellent communications and customer service skills.
* Extremely thorough and detailed oriented with effective search tactics
and problem solving abilities.
* Identified system problems with a volume of 250 items, and was able to
decrease it by 50 percent.
* Helped the company obtain a diversity goal by recommending and
implementing a multi-lingual task
team with the ability to assist any member of the diverse customer base.
PROFESSIONAL EXPERIENCE
Chubb Group of Insurance
Accounting Service Department: Cash Unit/Bookkeeper 1986 - 1995
* Apply & input billing transactions to accounts.
* Book daily transactions to Receipts and Disbursements ledgers
* Prepared daily/monthly balancing for accounts
* Prepare Bank Reconciliations and Wire Transfers.
Chubb Customer Billing Center: 1995 - 1999
* Respond to high volume of customer telephone inquiries.
* Assist Internal/External customers resolving billing questions and
problems.
* Maintain current status of bill listings and departments projects.
* Assisted in on-the-job training of new employees
Research Unit: 1999 - 2001
* Analyze, research, control, monitor and resolve Direct Bill problems.
* Review, annotate and take any required action on daily listings, pursue
outstanding earned premiums due the company.
* Anticipate problems producing clear and concise verbal/written
communication.
Rate Analyst: 2001 - Present
* Attend meetings on projects and provide clear and concise verbal and
written communication to team.
* Analyzed Announcement Forms, General Business Requirements and Actuarial
Exhibits.
* Scope projects in a quality time frame for all State/System.
* Identify tables and input rate revisions into the appropriate system;
TMF, TSO, CICS, PRIME, and IMS.
* Review and proof rate & rule manual & distribute to the field.
* Review Quality Assurance test plans and assist in training new
employees.
* Support I/T Programmers, Actuarial, Underwriting Analysts and Field
Support.
* Update Management Information System for employees' users ID
* Update Rand/Location check data base with new city, state, zip code and
territory information.
* Update GCCANCEL by state with information on revisions to non renewal
and cancellation mail time.
* Assisted in on-the-job training of new employees
S I Bank & Trust (Ivy Mortgage Division) New Jersey - Part Time
Post Closer: Final documents Department: 2001 - 2004
* Researched and identify funded and non-funded documents.
* Review and input recorded mortgages, final Titles policies, Assignments
of
Mortgages, and Municipal Lines for shipping to investors.
* Prepare Assignment of Mortgages.
New England Motor Freight - Part Time
Appointment clerk: 7/2006 - 12/2006
* Provide customer service for private residences scheduling delivery and
pick up appointments.
* Up date the appointment screen with required information need for timely
delivery of freight.
* Review and update Operations Service Department screen with driver's
freight picked ups, returns
and deliveries
Education
* Hudson County Community College, Jersey City, NJ 1987- Business
Administration
* Robert E Lee High School, Baytown TX - Graduated 1984
Computer Skills
* Microsoft Office Desktop Applications (Word, Excel, PowerPoint, Access).
* IBM Lotus Notes, Clarity, Adobe (Acrobat), Internet Browser.
Contact this candidate