janette benham

**** *********** **. . ********, **, 93560 . 818-***-**** .

abjbyw@r.postjobfree.com

Summary

Project Document Writer and Project Manager with over 20 years of

professional experience. Five years of dedicated customer service

experience. Excellent at overseeing all aspects of project management and

compliance interfacing with Programming, Forms Design, testing, customer

service, and support. Software experience includes Word, WordPerfect,

PowerPoint, Acrobat and Excel.

Professional Experience

Farmers Insurance Group., Los Angeles, CA

1988 - 2009

Administrative Services Specialist and Team Lead 08/2007

- 07/2009

Team Lead as well as a team player.

ResponsibIe for the training of a staff of four.

Responsible for the reviewing, editing, and publishing of procedure

bulletins authored by staff.

At the same time I authored the most critical difficult procedure

bulletins.

Established cancellation proof of mail procedures as well as documented

those procedures for companywide use.

Worked with Claims and the different States' Department of Insurance Market

Conduct Examiners to prove mailing of cancellations. If unable to prove it

may cost claims payments or fines of hundreds of thousands of dollars and

more.

Senior Administrative Services Analyst 10/1998 -

08/2007

Administrative Services Analyst (promoted 06/2004 to senior level)

Wrote company procedure bulletin. Wrote and edited project documents for

publishing. Documents could range in number of pages from 3 to 80. Can

provide samples upon request.

Procedure Bulletins are utilized for the following: Company historical

documentation, support training for personnel and support documentation for

testing of the newly implemented programming.

Instrumental in establishing automatic programming to collect earned

premium from the insured. This included authoring collection letters used

in this programming.

Processed rebills when discovered a policy was incorrectly billed based on

incorrect programming. Also authored the rebill explanation letters.

Manually rate tested new programming before implementing.

Authored all modifications for Personal Lines Operations Manuals as the

owner of such manuals.

Customer Service Representative 03/1993 -

10/1998

Handled Customer Service calls from Agents and clients. Fielded difficult

problems by finding solutions.

Pieced together accounting and coverage microfiche evidence to establish a

Policy Breakdown of money owed, credited and paid.

Covered phones for the billing company plus my daily regular work receiving

a spot bonus.

Took part in a company pilot cross training program as a section trainer.

Worked overtime daily.

JANETTE BENHAM

(Resume continued)

Senior Policy Coding Specialist 10/1990 -

03/1993

Policy Coding Specialist (promoted 01/1993 to senior level)

Data entry based on information from insurance application submitted by

Agents, along with other more complex manual transactions.

Manually quoted unusual or very high valued vehicles (for which programming

had not been implemented to handle).

Reviewed and responded to California Department of Insurance (DOI)

Complaints. Determined if complaint was justified. If justified fines may

be levied.

Senior Policy Coder 03/1989 -

10/1990

Policy Coder (promoted 09/1989 to senior level)

Data entry based on information from insurance application submitted by

Agent.

Auto Policy Checker 08/1988 -

03/1989

Data input and generated as a policy is crossed checked for accuracy

against application submitted by Agent-Quality Control.

Underwriting Telephone Classification Clerk 01/1988

- 08/1988

Contacted insureds (for Underwriting) following up on certain aspects of

their application.

Education

San Luis Obispo High School, CA

Certificate of Insurance Supervisory/Management

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