Customer Service Insurance

S. Rebecca Pendergraft

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***** ***** ****, ************, ** 32223 904-***-****

*******@*********.***

SUMMARY

Over 20 years of progressive customer service, training, team building,

problem resolution, and improvement activities. Particularly effective in

determining customer needs, applying new information rapidly and generating

workable ideas, concepts, and techniques to achieve business and company

objectives. Excellent written, verbal and interpersonal communication

skills.

EXPERIENCE

EverHome Mortgage Company, Jacksonville, FL

1997 - 2006

Loss Draft Specialist/ Hazard Insurance Analyst

2007- Present

Analyzed customers' loss drafts, coordinated inspections, contractor draws

and verify repairs to protect EverHome's vested interest. Researched,

analyzed, and updated hazard insurance information, coordinated with

insurance companies and designated agents for coverage and payment

verification. Worked with forced insurance carrier to ensure hazard

insurance is in place to protect company's interest, as well as coordinated

with other mortgage companies to research and recoup funds owed to

mortgagor's escrow accounts.

. Trained customer service teams relative to loss draft and hazard

insurance issues.

. Recognized as Employee of the Quarter for 3rd quarter of 2005.

. Received numerous letters of appreciation for excellent service from

customers.

Memories of Love Foundation, Jacksonville, FL (charitable non-profit)

2006 - 2007

Wish Administrator

Work with individuals and referral agencies to determine if Wish Recipient

fits criteria for Wish Vacation. Once individual has been awarded Wish

Vacation, work with said individuals to set up Vacation by making hotel

reservations, ordering theme park tickets, accumulating meal vouchers,

brochures, instructions, and spending money to send to Wish Recipients.

Research and publicize Memories of Love's services to agencies, hospitals

and doctors' offices and keep them updated on latest changes to program.

American Sterling Corporation, Jacksonville, FL

1996 -1997

Customer Service Representative

Researched and updated mortgage holders' hazard insurance information,

customer problem/conflict resolution and coordinated with insurance

companies for coverage and payment verification. Assisted in hiring,

training, and coaching new customer service representatives.

SKILLS

MSP

Microsoft Word

Microsoft Excel

Microsoft Outlook

Alltel/3270

Data Entry

EDUCATION AND TRAINING

Florida State University, Tallahassee, FL HIPPA Training

Diversity Training

Fraud Training

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