Customer Service Insurance

OBJECTIVE: To find a challenging opportunity where my strong customer

service and administrative skills can best be utilized to benefit my

employer and to find a long-term / permanent career.

SUMMARY OF SKILLS/PERSONAL QUALIFICATIONS:

1. Demonstrate professional and appropriate phone skills

2. Interpret and communicate all guidelines effectively

3. Able to handle daily stress levels, complexity, volumes and diversity of

customers in and out of a call center environment

4. Exemplify tolerance, composure and patience in stressful situations

5. Support team members to achieve personal and team goals

6. Demonstrate flexibility, dependability and reliability while meeting

deadlines

7. Support the team concept and work well with others

8. Use effective time management to ensure customer satisfaction

9. Continually search for areas of process improvement

10. Meet quality and productivity standards as applicable to the job

11. Demonstrate investigative and problem solving skills

12. Practice active listening and responsiveness to customer needs

13. Effectively give and receive feedback and constructive criticism

14. Independently handle difficult/irate customers

15. Possess a good work ethic

16. Demonstrates honesty and integrity at all times/situations.

EMPLOYMENT HISTORY & EXPERIENCE:

SILVERMARK, Inc./SILVERMARK Insurance, Redmond, Washington

February 2009 to June 2010

Business Development Associate/Customer Service

Answer phones on a multi-line phone system from insureds, agents and

lienholders (for both personal lines and commercial lines) and route them

to the appropriate person to handle the calls, or if appropriate, answer

the questions myself; create the monthly newsletter, compile the client

list, and send the newsletter to the printing company when complete; update

the company website; make outbound calls to current insureds to set up

appointments to come into the agency for annual reviews, or to set

appointments for events going on in the agency (ie. Jewelry appraisals for

customers with a homeowner policy); update the company blog and Facebook;

process daily mail, scan documents from insurance companies into the

insureds' files in the agency management system; brainstorm with insurance

company marketing reps (Progressive, Safeco, Unigard, Encompass, etc.) for

different ways to grow agency business; speak with current customers to

discuss ways to improve the agency and meet with CEO/President/Manager to

discuss the feedback; take messages and set appointments for CEO and other

upper management

BYN Services/Ins Only/Moss Insurance Services, Bellevue, Washington

June 2006 to January 2009

Customer Care Manager/Work from Home/Telemarketer/Appointment Setter/

Customer Service Representative

Utilized IO platforms/databases worked from home and made phone calls to

potential customers who expressed an interest in receiving life insurance

quotes. Using the established company protocols, I utilized my customer

service skills by tactfully and sensitively inquiring about insurability of

customers for our carriers; and on occasion answered customer's questions

that related to potential appointments, and then transferred the customers

to a licensed agent who provided a quote; once the initial calls were made

coordinated appointments for the agent to call back by identifying

convenience for the lead; called businesses in the New Jersey area to

finalize projects by setting up appointments for a representative to make

proposals for their group health insurance policy renewals. Moss

Insurance: Customer Care Manager - Worked in the Sales and Marketing

Department; developed and implemented protocols and procedures to enhance

customer service accountability; assisted in prospecting/telemarketing

campaigns by producing flyers and creating ads, assist in organizing and

maintaining databases; schedule appointments with customers; improved my

phone skills by continually working with individuals and providing

necessary information about the available programs; continually utilized

time management skills and multi-tasking abilities, becoming more efficient

overall for the services needed in providing the outcomes necessary for the

success of the company.

Unigard Insurance/Winterthur North America, Bellevue, Washington

June 2002 to November 2005

Policy Service Representative

Entered insurance policy information into a database via PC for several

lines of business (Auto, Home, Umbrella & Dwelling Fire); rated policies

electronically and manually, as required; Handled questions and problems

received from agents via telephone/e-mail/fax; provided basic Personal

Lines support by establishing control numbers, ordering underwriting

reports, and scanning documents; proofread and edited policy information

on-line against source documents for accuracy, and compared policy premiums

with agent's quoted premium; communicated with and assisted Underwriting,

Customer Service, supervisors, system specialists and agents as a team, to

coordinate workflow and produce a quality product; provided back-up

assistance to all Personal Lines units as requested; used my organizational

skills to provide detail-oriented work; became very proficient and

knowledgeable with all aspects of insurance for all covered lines of

business, and communicated information for these effectively to agents &

insureds.

Postal Express, Inc., Bellevue, Washington September

2001 to July 2002

Customer Service Lead/Administrative Support

Provided administrative support to the President of the company and to the

sales staff; utilized the phone on many occasions to provide customer

service support; placed customer delivery requests quickly and accurately

into our data entry program for dispatch to send to drivers; answered

several phone calls from customers on a daily basis by using a multi-line

phone and actively listening to and assisting the customer with their

postal needs; used resources available to facilitate problem solving; well

organized and used time management skills and ability to prioritize and

multi-task; reviewed and edited the daily owner-operator driver tickets for

deliveries on a daily basis; previewed and edited the drivers' daily

revenue, so they could be paid correctly and then at the end of the pay

period, added up all the revenue and submitted it to payroll for

processing; I also assisted with the weekly, bi-monthly, and monthly

invoicing that was sent out to our customers; and efficiently metered mail

using a Pitney Bowes mail meter. On occasion, I was called upon to deliver

the daily mail that went out to our clients.

Progressive Insurance, Austin, Texas

January 1999 to June 2001

Call Center Policy Service Representative

Serviced existing Progressive policies; took calls from insureds, agents

and lienholders who had questions regarding their billing, wanted to make

changes to their policies, needed to make payments, or had general

questions about the policy, or insurance questions; received and processed

endorsements, reinstatements and/or cancel requests from insured's and

independent agents; Serviced policies for the following fifteen states:

Washington, Arkansas, Louisiana, Oklahoma, Texas, Idaho, Illinois, Indiana,

Iowa, Missouri, Nebraska, North Dakota, South Dakota, Ohio, and Wyoming;

trained in all the state-specific and aligned auto insurance guidelines for

these states; utilized my customer service skills for auto policies in

these states; processed SR-22 filings when necessary

MCI/WorldCom, Austin, Texas October

1997 to June 1998

Telemarketing Sales Professional

Received phone calls and inquiries from customers and assisted them by

explaining the benefits and helped them understand about the utilization of

MCI's products and services, and how much they would be saving by switching

over to MCI long distance; explained the different calling plans and the

difference in savings over other long distance companies.

AT&T, Killeen, Texas August

1996 to September 1997

Call Specialist

Received phone calls and inquiries from customers and assisted them by

explaining the benefits of and understand about the utilization of AT&T

products and services; excelled in providing positive sales by "winning

customers back" to AT&T by encouraging excellence of AT&T services.

EDUCATION:

Completed 24 hours toward an Associate in General Studies Degree; Central

Texas College; Killeen, Texas

High School Diploma; Copperas Cove High School, Copperas Cove, TX, 1996

SKILLS & TRAINING AWARDS

Proficient in Microsoft Office Pro Super Salesperson Awards

2007

Office Machines: Faxes, 10-Key Quality & Productivity Awards

Touch, Phones

Proficient with scanners/scanning Outstanding Customer Service Awards

equipment

Introduction to Microcomputers Perfect Attendance Awards

Proficient in Several Facets of

Internet Functions

Windows 95, 98, 2000, XP, Vista and

7

INS 21 and 22

*References Available Upon Request

July 22, 2010

Contact this candidate