Customer Service Quality Assurance

A manda Chr istine Brown

**** *** ******** ** #**** Elkridge, MD 21075

Phone: 410-***-**** abl0y4@r.postjobfree.com

Qualifications Summary

Customer Service Professional with more than 5 years experience in claims and customer service.

Skilled in establishing and maintaining relationships with clients.

Accomplished in claim handling tactics within the industry while maintaining a positive rapport with

internal and external customers. Able to manage large volumes of claims.

Professional Experience

ALLSTATE INSURANCE – Columbia, MD Apr 2005 – Present

Claims Adjuster

Ensure policyholder satisfaction through timely claim handling, effective communication, and

problem/conflict resolution tactics

Investigate facts and contact appropriate parties to establish negligence, determine liability, and other sources

of recovery

Review and analyze coverage and apply policy conditions, provisions, exclusions and endorsements pertinent

to a variety of vehicle damage claims

Negotiate and convey claim settlements within authority limits

Recognize and apply how jurisdictional issues impact the claim

Conduct damage management including properly managing repair process such as mitigating storage, rental,

and towing by working closely with appraisers, rental facilities, repair facilities, and other vendors

Write denial letters, Reservations of Rights, and other routine correspondences to insureds and claimants

Develop and continually update a plan of action including maintaining an effective diary to bring the claim to

resolution in a timely manner

Handle files in compliance with state regulations, where applicable

Identify subrogation opportunities; determine appropriateness of the demand and negotiate adverse

subrogation and arbitration

Recommend and forward appropriate files to subject matter experts such as SIU, engineer, staff/general

counsel

ARBITRON MEDIA RESEARCH-Columbia, MD Aug 2008 – May 2010

Research Associate

Conducted telephone interviews for multiple research studies using computer assisted telephone interviewing

(CATI) applications to gather and record responses

Recorded and coded data collected accurately to ensure reliability

Demonstrated the ability to secure and maintain cooperation of respondents during telephone interviews

Maintained a pleasant and professional attitude when interacting with respondents

CINGULAR WIRELESS – Fayetteville, NC Nov 2001 – Mar 2005

Customer Service Specialist

Responded to customer inquiries on wireless billing, service plans, and product functionality

Maintained system database to ensure the availability of accurate, real-time customer information for use by

key personnel

Consulted with customers on service needs, selling peripheral offerings on approximately 20 accounts per day

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A manda Chr istine Brown

6783 Old Waterloo Rd #1637 Elkridge, MD 21075

Phone: 410-***-**** abl0y4@r.postjobfree.com

Customer Service Specialist continued…

Resolved customer complaints, making rate, bill, and service adjustments as appropriate to guarantee

customer satisfaction, resulting in the retention of 10 out of 13 customers who initial expressed interest in

cancelling wireless service

Maintained 98% in Quality Assurance for monitored calls

Provided instructional and technical support to customers on wireless activation and usage

Trained new employees in classroom setting providing real-world expertise to corporate developed

curriculum

UNIVERSITY OF SOUTH CAROLINA

CHILDREN’S CENTER – Columbia, SC Aug 1996 – Aug 2001

Assistant Teacher

Planned, coordinated, and implemented developmentally appropriate activities for children ranging from

infants to age six

Prepared welcome packets containing all details on the programs, policies, procedures, benefits, expectations,

and deliverables of the Children’s Center

Created specific job descriptions detailing the varying roles and responsibilities of work-study students

assisting in the classroom setting for the ranging age groups

Monitored and evaluated child development and performance in specific areas providing detailed daily

reports to parents

Reviewed immunization records to ensure all safety requirements are met prior to admittance

Prepared necessary performance evaluation reports for scheduled parent/teacher conference

Facilitated and participated in training workshops at local and statewide education conferences

Education

University of South Carolina, Columbia, SC

May 2001

Bachelor of Science in Psychology; Minor in Early Childhood Education

Accolades and Awards

Cingular Wireless Customer Service Award of Excellence

University of South Carolina Dean’s List

Midlands Area Family Shelter’s Best Big Sister Award Recipient

Bringing On New Direction, Inc Membership Liaison

Girl Scout Troop Leader #383

Allstate’s Helping Hands Committee

Allstate’s Peer Advisory Committee

Allstate’s Well n’ Fit Committee

Allstate’s Top Subrogation Performer 1st and 2nd Quarter 2010

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