Customer Service Human Resources

Nancy C. McManus

***** ******* ***** **. *********, Ca. 92508 909-***-****

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

Objective: I possess excellent skills and want to offer these skills

to an employer to further develop their business and improve customer

service.

Significant proficiencies include:

. Exceptional customer service skills

. Excellent writing and communication skills

. Effective time management

. Word, Excel, Outlook, various email programs and typing 55wpm

. Proven self starter, self-directed worker

EXPERIENCE

CREATIVE RESIDENT IMPROVEMENTS Riverside, Ca. 2008 -

present

Office Assistant/Administrative Asst.

. Ordering office supplies

. Invoicing customers

. Over-due invoice collections

. Incoming phone calls and performing

. General daily tasks necessary for the efficient running of the day-to-

day business operations

. Respond to customer questions regarding home remodeling procedures,

budgeting and highlighted company qualifications.

. Managed vehicle maintenance requirements.

. Handle all internet/website inquiries.

. Ensure all licensing requirements are up to date and fees paid.

Professional Claims Services Inc. Riverside, Ca. 2004 - 2008

Claims Adjuster/Customer Service Rep.

. Responsible for claims investigation, evaluation and settlement in a

fair and efficient manner.

. Handled claims for non-standards lines from first party only to third

party injury claims; not including litigated files.

. Took incoming customer calls, answered claims questions, explained

claims processes and gave general customer service.

Human Resources * Operations Manager

. Responsible for recruited, new employee orientation, salary

negotiations, employee files, pay increases, terminations and

reductions in staffing.

. Developed, implemented and managed Central Call Center for Customer

Service and Claims Intake

. Developed company hiring policies and new recruitment strategy.

Collaborated with company owners to develop company wide policies

relating to employee benefits and advantages.

. Worked closely supervisors to determine staffing needs. Provided

training and support for company supervisors with regards to

disciplining employees and employee issues. Trained supervisors on

overtime laws and discrimination laws. Administered employee

terminations and reductions in force

. Enhanced annual reviews process by developing supervisor friendly

performance evaluations.

. Developed and maintained vendor relationships. Handled supply

purchasing and cost management

. Managed accounts and staff to include claims management, client

reporting, profit and loss data, budgeting, file reviews, account

reviews, client audits and DOI response compliance.

. Collection of monthly revenue data and billing of clients

. Developed method for tracking claims volume and closing ratio per

employee to ensure accuracy

. Involved and responsible for the implementation of all new programs

including training, systems and connectivity, staffing and procedures

Amica Insurance, Orange, Ca.

1993-1996

Claims Adjuster

. Responsible for the intake, set up, handling and settlement of

homeowners and auto claim losses.

Progressive Insurance, Anaheim, Ca.

1984-1992

Claims Assistant/Claims Support

. Responsible for the intake of new losses, policy verification,

appraisal dispatch

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