Customer Service Management

ANTHONY KING

***** ** ***** ** ***. G-***, Renton, WA 98055

206-***-****, **********@***.***

Supporting Top-Performing Teams that Embrace the Highest Standards for

Customer Relationship Management & Retention.

CUSTOMER SERVICE PROFESSIONAL

Motivated professional with a comprehensive background in applying client

relations development and project management skills toward optimizing

productivity, efficiency and quality of services. Ability to juggle several

projects simultaneously while working under pressure in fast-paced

environments. Highly versatile; quickly masters new roles,

responsibilities, technologies and environments. Demonstrates active

listening and problem solving skills; diffuses difficult customer

situations with tact and ease. Additional areas of expertise:

Account Management Problem Solving Cost Control Negotiations

Process Improvement

Presentations Customer Relations Management Computer Proficiency

Information Gathering Best Practices

KEY ACCOMPLISHMENTS

. Earned numerous awards, including Customer Service Award and Claim Rep of

the Month Award.

. Personally recognized by customers and senior management for exceptional

customer service and satisfaction.

. Consistently received highest marks (10 out of 10 points) on customer

service surveys.

PROFESSIONAL EXPERIENCE

MASTER CLAIMS REPRESENTATIVE - Allied Insurance, Tukwila, WA (2006-2009)

Actively supported senior management in critical decision-making and

business planning initiatives by efficiently compiling and producing

detailed reports. Efficiently planned and coordinated workflow, defined

staffing requirements, and assigned projects to optimize utilization of

human capital and operational resources with an emphasis on locating and

containing fraudulent claims.

. Successfully resolved more than $10MM involving material/physical

damage.

. Applied sharp critical thinking abilities toward implementing best

practices and educating clients.

CUSTOMER SERVICE REPRESENTATIVE - Ammex, Tukwila, WA (2006)

Strategically planned, allocated and administered budgets to maximize use

of resources, while implementing excellent customer service skills in

troubleshooting and resolving client issues. Liaised between different

departments to update team members on product updates, incoming shipments,

and new policies.

. Contributed customer control skills to efficiently handle upset

clients' calls.

. Collaborated with a cross-functional team in timely handling credit

card processing and past due accounts, increasing credit lines, and

conducting account overrides.

CLAIMS SPECIALIST - Port of Seattle, Seattle, WA (2004-2005)

Spearheaded claims operations and led staff in document preparation,

compliance and accuracy. Managed client relationships from inception

through completion, with a focus on auto, property and liability claims, as

well as subrogation payments and collections. Concurrently performed a

diverse range of management functions ranging from staffing, training and

performance evaluation to workflow planning, policy development and legal

analyses.

. Facilitated communications between teams and implemented individual

accountability for inaccuracies.

. Liaised with risk managers and defense counsel on risk control, loss

prevention and negotiation strategies.

Career Note: Additional experience for Spherion as a General Clerk, Health

Services NW Renton as a Regulatory Specialist, and Farmers Insurance as a

Senior Claims Representative.

EDUCATION

Bachelor of Arts in Marketing - University of Louisiana at Monroe

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