Manager Customer Service

Nicole Cosco

**** ***** ********** ** ~ Forestport, NY 13338 ~ 315-***-****

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

Key Qualifications

...Strong interpersonal communication skills

...Highly motivated and works well with culturally diverse people

...Dependable, energetic, outgoing and self-disciplined

...Strong analytical and organizational skills

Education:

Mohawk Valley Community College, Utica, New York

Major: Business Management: Summer/Fall 2000-2003

Related (required) courses: Accounting I and II, Business Math,

Marketing, Business Logistics, Macroeconomics, Microeconomics and

Business Computer Applications

Skill Proficiencies:

…Project analysis…Problem Resolution …Planning/Scheduling

…Training/Instruction …Process Improvement…Business Knowledge

…Rating, Issuing New Business and Renewal Policies

…Processing Manual and Supported Policies and Endorsements

Work Experience:

The Hartford, New Hartford, New York 12/00- 11/08

STAR/CSR Business Insurance Trainer 02/06-11/08

*Partnered in developing new 11 week Customer Care curriculum

including 3 levels of developmental progress

*Involved in the Before You Lead Program for individuals looking to

find their way into the management field

*Facilitated training and education initiatives to address identified skill

gaps. Monitored and evaluated the effectiveness of that training

*Responsible for training a 13 week new hire CSR and/or Policy Change

class and making sure that after 13 weeks, the new hires are able to

process error free endorsements and handle numerous incoming phone

calls from agents and insured’s

*Train new hires and current employees on how to use the systems

required to complete their daily work

*Answer e-mail and voice mail messages from CSR’s, Underwriters and

others within The Hartford regarding system and insurance issues

Policy Change CSR 05/03-02/06

*Completed required 4 month Customer Service Training Program

*Responsible for processing manual and system supported policy change

endorsements and requests from agents and insured’s

*Assist management team with the QA process, to ensure the quality and

consistency of manual and system supported transactions within the

department and to identify potential training opportunities

*Act as a key link between policy services and underwriting

*Proven proficiency with multiple lines of commercial business

*Responsible for monitoring and decreasing the number of refer

endorsements being sent to the underwriting team

*Responsible for audit, Work Compensation experience modification

endorsements and various Siebel activities

*Attend weekly Best Practices meetings to ensure consistency in

processing

Billing Coordinator, Processor, Billing Representative 12/00-05/03

*Completed weekly backlog reports for the billing department manager

*Completed and passed required introduction to insurance course

*Analyze and solve problem accounts for insured’s upon their request

*Processed billing breakdowns of complex accounts

Fleet Boston Financial, Utica, New York 9/00-12/00

Telephone Banking Service Representative

*280 hours of certified bank training

*Used verbal and telecommunication skills to interact with customers

*Responsible for accuracy of bank account balances, including IRA's,

CD's, checking and saving account balances

Babes Macaroni Grill and Bar, Utica, New York 1995-2000

Shift Manager/Supervisor/Bar Manager

*Consistently involved with making sure all customers were satisfied

*Involved with supervising all day-to-day computer processing

*Ordered and recorded entire liquor inventory

*Organized promotional parties

References: Available upon request

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