Erica Goldsmith

***** *. ********** ***** **** 1028

720-***-**** Parker, Colorado 80138 ablktu@r.postjobfree.com

SUMMARY

Communications Professional with a background in Auto Insurance Claims,

Training, Technical Writing, Interactive Design, and Telecommunications.

Strong leadership, organizational, problem solving, relationship building,

and account management skills. Skilled at using written and verbal skills

to effectively implement process and procedures by consistently producing

well written and designed manuals, reports, and web based projects.

PROFESSIONAL EXPERIENCE

Time warner cable, Denver, Colorado 2009-2010

Billing and Customer Care Agent

Maintained inbound customer call inquiries with regard to products,

billing, programming, collections, service, and troubleshooting by

completing work orders, and processing customer payments.

. Resolved and corrected billing issues without escalation by effectively

and patiently listening to the customer, and identifying multiple

accounts to find a system error resulting in saving a long standing

customer.

. Improved customer satisfaction by maintaining 100% scorecard rating by

achieving all quality assurance, attendance, call time requirements, and

consistently going above and beyond on every call.

. Acquired a vast knowledge of cable, high-speed data services and digital

phone equipment, features and benefits to effectively educate customers

without escalation resulting in high customer satisfaction, and an

increase in sales within my department.

flatiron financial services, Centennial, Colorado 2002-2009

Auto loan servicing.

Customer Insurance Team Lead (2006-2009)

Provided leadership to a department of up to six representatives in

handling total losses, repair claims, life and disability claims from

initial notification through the entire process ensuring all paperwork and

phone communication was handled properly.

. Implemented process and procedure for Force Placed Insurance which was an

entirely new entity by writing training documents, individually training

each agent, research, reporting, and consultation resulting in retention

of a large portfolio.

. Streamlined process and procedures within the department and allocated as

the trainer by developing the training manual and other training tools,

and successfully worked hands on with all new hires and existing agents.

. Achieved a well trained and hard working team by monitoring phone calls

and accounts, conducting interviews and assisting in hiring motivated

employees, and running monthly team meetings.

. Exhibited team work in increasing department influx of insurance

settlement checks from $1 million to $6 million per month.

ERICA GOLDSMITH Page Two

flatiron financial services (continued)

Customer Insurance and Warranty Specialist (2002-2006)

Managed inbound and outbound calls, Excel spreadsheets, and paperwork to

collect warranty refunds from dealerships. Communicated intensely with all

customers, adjusters, and gap companies to ensure all aspects of auto

claims were resolved to prevent loss.

. Reviewed CCC, ADP, and NADA values on all total loss vehicles before

writing Letter of Guarantee to insurance companies for the vehicle's

title which resulted in successfully negotiating higher settlements

exceeding 100% of NADA value.

. Gained Recognition as top performer by maintaining 100% on phone and

account audits and preventing loss by filing gap claims for deficiency

balances, and following up on all settlements to ensure prompt

collection.

. Initiated lien-holder claims and Repossession Affidavits to meet and

exceed department goals when customer cooperation was absent.

. Evaluated insurance estimates and appraisals to endorse checks to body

shops/collision centers to avoid insurance fraud and protect collateral.

Gateway academy, Aurora, Colorado 2001-2002

Pre-School Teacher

Developed curricula with children to teach discipline, social, leadership,

and basic developmental skills by providing a hands on approach.

. Avoided disruptions by following a well organized schedule, allowing for

constructive discipline, and creating an environment in which children

are able to learn and grow.

. Provided a safe and developmentally appropriate preschool program in

accordance with all relevant legislation, policies and procedures.

EDUCATION

BS, Technical Communications, Metropolitan State College, Denver, Colorado,

2009

Digital Media/Content Design Minor

PROFESSIONAL DEVELOPMENT

Excel XP Level 2 and PowerPoint certified, OSHA Training Institute, 2007

Web Design Certification Courses (expected date of completion June 2011)

TECHNICAL SKILLS

Dreamweaver Reporting

Adobe Photoshop CSG

Basic Understanding of Technical Writing

programming language

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