Customer Service Insurance
Resume:
Vivian L. Frazier
Stone Mountain, Georgia 30083
PROFESSIONAL GOAL
To secure a position that allows the use of my technical, training, managerial and interpersonal communication skills in the Insurance Industry,
Risk Management or Human Resources.
CAREER PROFILE
Over twenty five years of experience in Property & Casualty Insurance Claims, both Commercial and Personal Lines.
Ten years of relevant Subrogation of Third Parties and twenty five years of Litigation Management.
Record of promotion to team training and leadership positions of wide-ranging authority and responsibility.
Award winner for outstanding customer service, as well as record setting recovery amounts.
Career built with leading insurance corporations and temporary positions with major carriers.
Demonstrated leadership/training abilities in staff development.
Background in Multiline claims and Subrogation handling.
Proven supervisor of training, claims and litigation personnel. Adept in training, development and customer relations.
Skilled in numerous software applications.
Deliver measurable recoveries in addition to Customer Service. Knowledgeable in meeting stringent organizational goals.
Strong organizational, management, analytical and subrogation/resolution skills.
Solid understanding and knowledge of cost control.
Outstanding competence in communications, presentations and contract interpretation.
EXPERIENCE
CNA Insurance Company-Duluth, GA February 2002 - present
Recovery Specialist/Training Team Leader
Significant recoveries against Third Parties in multi-jurisdictional territories for Workers’ Compensation Claims.
Investigation and resolution of third party involvement & identification of fraud. Developed and created
Subrogation Training for Workers’ Compensation Specialists manual and seminar. Oversaw and directed training
team traveling to branch offices for presentations. Acting as Dedicated Specialist for Risk Management Accounts,
including Employee Claims. Met and exceeded recovery goals as well as Global Settlement goals. Received six
Focus Awards for outstanding customer service and large recoveries.
Claims Solutions/Insurance Overload Systems/Continental Staffing-tlanta, GA February 1998 – February 2002
Litigation Supervisor, Claims Specialist/Examiner
Various temporary assignments at several national carriers, SAFECO, State Farm, Reliance Direct, Access General,
Liberty Mutual & CNA. Handling claims, litigation and supervising for permanent staff members during short term
disability and absences due to CAT losses.
ADDITIONAL EXPERIENCE SUMMARY
Began career with Allstate Insurance Company. Experienced Outside Adjuster & Field Specialist. Risk Management experience with Self-
Insured company.
EDUCATION
University of Kentucky-Lexington, KY Indiana University-Bloomington, IN
Master of Arts-Theatre Arts & Public Relations Bachelor of Arts-Theatre Arts/Telecommunications
Insurance & Claims Education
Courses –INS 21, General Insurance, AIC 33 Claims Environment, AIC 35 Property Claims
Seminars –Negotiation Skills, Fraud Awareness, Interpreting Coverage, Medical Terms, Legal Forum, Garage Keeper’s Policy, Products &
General Liability, Uninsured Motorists, Insurance Defense, PIP/No-Fault, Comparative & Contributory Negligence, Risk Management and
NASP Subrogation College and numerous Jurisdictional Seminars.
Training - Allstate Tech Core, CIGNA Claims Skills School, Orkin Basic Termite School, Orkin Basic Pest Control School, Orkin Customer
Service, Orkin Field Training, Rollins Protective Service Field Training, Rollins Protective Services Customer Service School
Additional Skills
PC proficient, various Microsoft applications. Excellent written & verbal communications abilities. Seasoned negotiator. Experienced customer
service provider. Exceptional organizational skills and competent management of details & multi-tasking. Experienced Trainer and University
level Instructor. Superior managerial abilities.
Contact this candidate