Customer Service Manager

Marquita Cozart

**** *** ***** **** *** *** Richmond, VA 23231

Cell: 540-***-****

Email: ablaza@r.postjobfree.com

Objective:

Achievement-oriented professional with strong PC skills, excellent multi-tasking ability

and organizational aptitudes. Accurate, precise, and highly ethical in all work-related

assignments while able to immediately contribute to corporate goals and objectives. Fast

learner with a high energy and a drive to exceed expectations and ready to apply my

Criminal Justice degree.

Education:

Liberty University, Lynchburg, VA

Pursuing an MBA

Liberty University, Lynchburg, VA

Bachelor of Science in Criminal Justice - Criminal Justice

Central Virginia Community College, Lynchburg, VA

Associates of Arts and Science in Science

Experience

Selective Insurance January 15, 2010- Present

Insurance Underwriter. As an underwriter my main responsibility is to take proactive

actions and make decisions, to assist in improving risk management in the areas of auto,

home, umbrella and inland marine books of business. This goal is accomplished when I

examine and evaluate exposures in my specific territory via; risk location, number of

accounts, client history and company and state specific guidelines. I work with several

independent agents and customers to ensure eligibility standards are meet for the over

three million dollars in business they bring in. In addition, I act as a back up for the other

regions and territories on the books. While using my vast customer service and sales

experience, I ensure I underwrite from several different perspectives. This allows me to

see the big picture and makes it easier to keep the companies goals and profitability

expectations in mind.

Nationwide Insurance May 30, 2008- January 14, 2010

Inside Sales Solutions Specialist. As a direct sales agent, I have the responsibility for the

sale of new property/casualty insurance business via telephone or internet contact, in

forty-three states. I also provide counseling regarding insurance needs and product

availability. In addition, I act as a front end underwriter to ensure that attained business is

profitable. By asking probing questions, I am able to provide quotes, determine

eligibility, and bind coverage after collecting all related underwriting data and

information. In an effort to follow up with potential customers and mortgagees, I perform

outbound calls as required to close the sale. To maintain company privacy standards and

consumer confidence I ensure the confidentiality of personal information. Each of these

duties is completed while being sure to maintain the highest level of customer service in

calls, emails and all other incoming and outgoing correspondence. My areas of specialty

include; auto, home, boats, motorcycles, RV, umbrellas and flood, lines of business.

District of Columbia’s Office of the Attorney General/Washington DC Police

Departments

January-16, 2008-May 24, 2008

Spring Semester Intern. As an Intern, I perform a variety of tasks in many different

areas. I acted in a case manager capacity when reviewing cases, in order to verify their

strength for the prosecution. I have assisted in witness preparation and have observed

direct and cross examination at trial, proper procedure for dispositions, case preparation,

writing and filing motions, document management and discussed plea bargains with my

mentor attorneys. In addition I work directly with a team of trial lawyers that represent

the District of Columbia on a variety of charges. In my capacity I have learned the

fundamentals of what it takes to be a lawyer of such high stature. In addition, to the

above I acted as the liaison between attorneys and the Metropolitan, Park Police, Secret

Service, and Capitol, Police Departments. My role involved being a case manager, while

obtaining all necessary information and procuring evidence for cases. I completed

witness and officer interviews and discussed defendant status with probation and parole

officers.

Congress Woman Virginia Foxx’s Office Washington DC January 4, 2008- January 16,

2008

Spring Semester Intern. Effectively and efficiently, responding to phone calls and emails

from concerned residents in the 5 District of North Carolina. Assisted the congress

th

women and the rest of her staff, with writing and sending out correspondence to

constituent inquires, ranging from bills they want her to cosponsor, the way in which she

should vote on certain issues, as well as disagreements on legislation she has been in

favor off. In addition, I have assisted with the editing of the Foxx Report newsletter that

is put out monthly.

Jackson Hewitt, Richmond, VA December 2006-April 2007 (Seasonal)

Tax specialist. Professionally establishing a recurrent business and customer base, by

providing customers with efficient tax preparation services. Emphasis on filing: single,

joint, and itemized returns as well as loan applications and check approvals.

Genworth Financial, Richmond, VA May 2006-Sept 2007

Annuity Specialist, Retirement Income and Investments. Duties include, developing

strong partnerships with internal and external wholesalers, producers and firm back

offices. Performing research and partnering with other functional areas to resolve firm,

office personnel. I updated policy information in the administrative system and workflow

system, to process post issue transactions and escalated issues. I effectively responded to

incoming inquiries and issues (phone, e-mail and written correspondence) from

wholesalers, customer service reps, management, firms, and brokers in a timely and

professional manner. I remained current on changes in product offerings, processes and

operational procedures to ensure compliance with federal and state regulations.

Genworth Financial, Lynchburg, VA October 2004-April-2006

Customer Service Representative, Long Term Care. Effectively respond to incoming

inquiries and issues (phone, e-mail and written correspondence) from policyholder’s

customer service reps, management, firms and brokers in a timely and professional

manner. Handling the day-to-day billing inquires and processes. Performing outbound

phone calls and write e-mails/correspondence to obtain information or funds to complete

post issue transactions. Developing strong partnerships with internal and external

wholesaler’s producers and firm back offices.

In Service America, Forest, VA August 2002-October 2004

Team Lead. Trained staff as needed on new products and company procedures. Assisted

my team members by coaching and providing concepts to provide effective customer

service during their calls. While supervising 25 plus employees, I worked to increase

their ability to plan, initiate and carry out ideas to create a better work environment.

Specialized Trainings:

Actively pursuing a CISR Designation

Series 6 License (obtained 8/2007)

Personal Lines Insurance License (obtained 7/2008)

Skills:

Able to coordinate multiple projects and meet deadlines under pressure

Ability to adapt quickly to challenges and changing environments

Strong customer service and communication skills

Driven to learn-apply new ideas

Proven leadership capabilities

Analytical problem solver

Highly professional

Complete command of:

Word

PowerPoint

Access

Excel

Word

References Available Upon Request

Contact this candidate