Customer Service Manager
Resume:
TERESA A FAWLEY
Fort Wayne, IN 46818
*******@*******.***
SUMMARY:
Experienced in customer service and support. Cooperative and reliable team member, and develops a positive rapport
with customers and colleagues. Has a "can do" attitude, and works well either independently or as a team player. Is
detail-oriented and has an ability in analysis, research, and problem solving.
Areas of Expertise:
*Document Preparation/Imaging Processing* Flexible* Research/Attention to Detail *Multi- tasking *Problem Solving
Skills *Quick Learner *Communication Skills* Familiar with Office Procedures *Telephone Skills
PROFESSIONAL EXPERIENCE:
OFFICETEAM - FORT WAYNE, IN - TEMPORARY ASSIGNMENT 06/01/2010 - 06/04/2010
Imaging Clerk for Russ Moore
Prepped, identified, scanned and indexed imaged documents into the appropriate folder and assigned the appropriate
document name using Adobe imaging software.
AEROTEK - FORT WAYNE, IN - TEMPORARY ASSIGNMENT 04/23/2010 - 05/07/2010
Document Preparation Technician for DOMA at the Fort Wayne Veterans' Center.
Disassembled and prepped hard copy medical records according to specific client request. Removed all paper clips,
staples and folds from the pages, preformed document repair when needed and taped loose pages to 8 1/2 x 11 paper
when the pages did not confirm to scanning requirements to prepare the documents for scanning.
WESTAFF - FORT WAYNE, IN - TEMPORARY ASSIGNMENT 01/03/2010 & 01/10/2010
Greeter for Starving Artist Art Show at The Marriott
Greeted the customers at the door and verified that all items sold were listed on the receipt when the customer was
leaving.
ASH BROKERAGE - FORT WAYNE, IN 07/2006 - 11/2008
New Business Imaging Specialist
Received, identified, prepped, imaged and indexed imaged documents related to issuing of insurance contracts, and for
historical reasons, into the appropriate folder and assigned the appropriate document name. Submitted the imaged
forms to the appropriate carrier. Provided research and solutions to problems or questions concerning the submissions
of new business forms.
WATERFIELD MORTGAGE COMPANY - FORT WAYNE, IN 03/2003 - 02/2006
Imaging Processor
Received, identified, prepped, batched, and imaged Mortgage loan applications and requirements. Opened incoming
mail and sorted by specific documents and packages. Verified types of loans and assigned loan numbers to all
documents via Solutions computer system. Created batches by identifying document names and loan numbers and
inserting bar coded sheets to separate documents. Handled/ran high-performance scanners. Received the Employee-of-
the Month award in March 2005.
TIME SERVICES, INC. - FORT WAYNE, IN 08/2002 - 03/2003
Assistant Application Processor at Waterfield Mortgage Company, Inc.
Served as liaison between the loan processor and the applicant to expedite the loan application process. Added
application and personal information into the computer. Processed processing fees by completing credit card receipts.
Highlighted and shipped applications to the client. Verified all needed paperwork and information was received on
incoming applications, made copies of the originals requirements and mailed the originals back to the client. Tacked all
applications not returned on a regular basis via Fed-Ex. Assisted all department staff with filing, applications,
correspondence, etc.
ASH BROKERAGE - FORT WAYNE, IN 11/2001 - 07/2002
Case Manager
Served as liaison between agents/brokers and the underwriters to expedite issuing process for term-life insurance
applications. Reviewed applications for completeness, and availability of required forms. Contacted the agent by phone
to obtain missing information. Verified that the information coded into the system was accurate and complete
according to the application. Ensured that all requirements were received in a timely manner. Reviewed related medical
and personal information and identified issues that may prevent the policy from being issued as applied for, and
developed creative solutions, and presented agents with alternatives. Monitored the progress of cases and provided
ongoing status to agent/broker.
LINCOLN FINANCIAL GROUP - FORT WAYNE, IN
Financial Processor - 02/2000 - 07/2001
Analyzed, researched, and processed financial and non financial transactions related to contract issue for 1035
exchanges, transfers, and rollovers for annuity products. Verified with brokers and other companies that the application
was accurate and met all requirements. Processed financial and non-financial transactions related to setting up and
issuing of the policies. Prepared and mailed out the exchanged paperwork.
Service Processor I - 06/1981 - 02/2000
Maintained, reviewed, and processed financial and non-financial transactions and updated personal, dividend, and tax
records on participating life and endowment policies. Prepared summaries of researched and reconstructed dividend
activity for participating-life policies. Reviewed dividend reports and processed financial and non-financial transactions
to updated records. Calculated the payable dividend and loan information for death claims. Processed financial and
non-financial transactions on dividend option changes. Recorded the owner's tax identification number. Maintained and
reported the 1099 INT records. Wrote procedures for dividend option changes, projections, and the paid-up project.
Trained associates.
Equalities and Policyholder Service Department - 11-1979 - 06/1981
Provided service support for equalities and life products. Ordered, matched, and distributed the status, histories, and
files from record storage to the representative by state for life products.
EDUCATION:
ELMHURST HIGH SCHOOL - FORT WAYNE, IN
Honor Roll Graduate
PROFESSIONAL EDUCATION:
LINCOLN FINANCIAL GROUP - FORT WAYNE, IN
LOMA - Fundamentals of Life and Health Insurance - Certificate
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