Customer Service Insurance

Kimberly D. Canada

Lancaster, TX *****

Phone: 972-***-****

Email: **************@***.***

objective

Hardworking professional seeking a challenging position

in a Support role with a progressive company that will

utilize and progressively enhance my experience and

skills to promote company enhancement as well as

personal growth.

summary

2 years supervisory experience; 1 year in lead role

Over 12 years experience in area of Customer Service (providing PBX

relief)

Over 15 years experience in Insurance claims (workman's compensation,

auto, life, health and unemployment insurance (UI); worked as underwriting

clerk)

Goal and result-oriented professional with attention to quality and

details

Proficient organizational skills; productive in collaborative and

independent work environments; functions well as a team player

Works well under pressure; able to handle high volume and retain

professionalism

Consistent, dependable and accurate in carrying out responsibilities

Demonstrates an excellent ability to reserve and resolve the most

difficult customer situation

Experience

AXIS Temporary

Dallas, TX

May 2010 - Present

Administrative Assistant

Report directly and provide administrative

support to Office Manager and Sales Techs

Responsible for answering phones

Prepare payable invoices for approval/forwarding

payment to corporate for payment to vendors; copy

invoices for customer file and A/P notebook

Stock breakroom supplies

Run credit verifications for client applications

Prepare various reports for Office Manager

Prepare outgoing mail and deliver incoming mail and

shipments

Prepare packages for shipment using UPS and/or FedEx

Make collection calls

Update procedure manual

Miscellaneous clerical duties assigned by Supervisor

Follow up on back orders/shortages on purchase orders

Texas Workforce Commission/Call Center

Dallas, TX

May 2001 - July 2008

UI Claims Examiner

Responsible for performing Unemployment Insurance (UI)

claims following established procedures and protocol.

Investigates and makes determinations on claims

regarding payment of Unemployment Insurances (UI) to

claimants and liability of employers for chargebacks.

Investigates and adjudicates Unemployment Insurance

(UI) claims with quality courtesy and timeliness

adhering to agency rules, policies and procedures.

Organizes cases according to telecenter standard

policies.

Obtains all necessary information and offers rebuttal

opportunities prior to issuing a quality determination.

Interview individuals by phone, entering data into

computer database; make updates to system regarding

changes on Unemployment Insurance (UI) cases.

Explain Texas Unemployment Compensation Insurance Act

and other applicable laws to the claimant and employer.

Investigates, reviews and researches information

obtained and performs functions as needed to ensure

quality and timely processing of Unemployment Insurance

(UI) claims.

Performs multiple tasks paying attention to detail,

entering and retrieving data from computer.

Handles hostile or challenging clients in a

professional manner.

Make follow up calls to claimants and employers

regarding Unemployment Insurance (UI) claims.

Act as liaison for employer and claimant on behalf of

Texas Workforce Commission

May 1996-Oct. 2000 MEGA Life and Health Insurance Co.

Ft. Worth, TX

Supervisor Customer Service

Responsible for interview, merit review/promotion, and

disciplinary action procedures.

Monitor phones, review daily phone reports, coaching,

help with product alignment.

Responsible for supervision of 3 areas in the Customer

Service department.

Responsible for time and attendance, vacation/sick

leave.

Other Positions held: Customer Service Representative,

Sr. Customer Representative and Customer Service

Supervisor

education

Skyline High School - Dallas, TX. Graduated, received Diploma.

Texas Institute - Dallas, TX. Certificate in Computer Operations.

skills

Proficient using IBM compatible PC; Microsoft Office, Internet Explorer,

Shipping/Receiving using FedEx/UPS, Peachtree Accounting Software.

References provided upon request

Contact this candidate