Objective statement: Obtain a position with a progressive organization that

will use my education, skills, abilities and experience to increase company

value, where I can effectively contribute to operations in any capacity

that best matches my skills and experience.

Microsoft Office expert Trained FSO, Federal Security Officer

Office Management Insurance specialist, Personal and

Commercial Lines

Quality Assurance Training and Customer Service Professional

Security Clearance: Interim Secret, granted July 17, 2009

Education: Currently pursuing a Bachelors of Science degree in Information

Technology with an emphasis on Security and Forensics, Kaplan University

Experience:

Office Manager Jun 2009-Present

Quantum Research International

Responsible for all daily office activities to include, but are not limited

to ordering business cards, Business Expense Reports, coordinating

calendar, recording and submitting invoices, MSRs (Monthly Status Reports),

QSRs (Quarterly Status Reports), Task Lead Notebooks, resume review and

compiling, DD250s (Purchase Orders), track hourly burn rates on each task,

meeting support. Maintenance and submittal of employee forms, in-processing

of new employees, in- processing through security. Inventory and office

supply control. Fed-ex tracking. Petty Cash tracking, packing slips and

office supply order tracking. Timesheet organization and distribution, VAR

(Visitor Access Requests) submissions. Proposal/TOP writing coordination

and assistance. Develop and distribute training materials to new hire

employees. Provide continuing education for current employees. Assist in

trade show events.

Commercial Property Claims Adjuster April 2008-June 2009

Zurich International

Handled claims of various exposure and complexity within specific limits

and authority. Responded to customer needs using strong problem solving

skills. Investigate claims against insurance or other companies for

personal, casualty, or property loss or damages and attempt to effect out-

of-court settlement with claimant: Examines claim form and other records to

determine insurance coverage. Interview, telephone, or correspond with

claimant and witnesses. Prepare report of findings and negotiate settlement

with claimant. Recommend litigation by legal department when settlement

cannot be negotiated.

Underwriter III Sept 2005-June2008

CSAA (AAA Insurance)

Responsible for managing a book of business by careful risk selection,

review and evaluation of new and renewal business to decide if the risk

complies with AAA Insurance guidelines for personal automobile and property

coverage and in return make the appropriate pricing decisions. Technical

expert in insurance contracts and fostered positive company and agency

relationships. Responsible for the creation and implementation of several

department training documents. Member of the Underwriting Celebration

Committee for two terms and member of Underwriting Employee Newsletter.

Nominated for Employee of the Month. Main tem member responsible for

training of new Underwriters.

Account Manager Jun 2004-Sept 2005

SCA Insurance

Responsible for processing of all servicing needs of client accounts for

six producers including, but not limited to: endorsements, applications,

cancellations, payments, invoicing (Agency & Direct Bill), premium

financing, MVR ordering, processed personal lines claims, renewals,

insurance certificate processing, re-marketing, quoting, proposals, bonds

and audits. Production of new business of personal and commercial lines.

Workers Compensation underwriting and risk assessment. Carriers include but

are not limited to: Allied, United Fire & Casualty, Mountain States,

Safeco, Ohio Casualty, Zurich, St. Paul Travelers, Pinnacol Assurance,

MetLife, Progressive, The Hartford, Colorado Casualty, EMC, Continental

Western Group, Continental Divide, Western Surety, Old Republic, Auto

Owners, and Chubb. We also work directly with other brokerages especially

when dealing with E&S markets. Main staff member responsible for training

of new employees. Member of the company's Fun Committee & Wellness

Committee.

Call Response Specialist/Team Lead Jun 2003-Jun 2004

TAC Worldwide contracted by Hewlett Packard

Responsible for establishing trouble tickets and support references for

Hewlett Packard Mission Critical clients such as NASDAQ and AOL/Time

Warner. Multi-tasking capabilities include using extensive tools to

implement minor troubleshooting and call routing/dispatch procedures.

Responsible for tracking and compiling statistics and data for call routing

and trend information. Main point of contact for all Mission Critical

customers and Hewlett Packard liaisons.

Quality Assurance Specialist April 2003-Jun 2003

21st Century Auto Insurance

Audited the New Business Marketing group on telephone sales interactions

with customers obtaining new auto insurance policies - Commercial &

Personal Lines. Provided daily feedback and tracked trends for the

associate, supervisor, and managers. Created the 21st Century Quality

Guidelines document as a basis for scoring, feedback, and consistency

purposes implemented for use by the Quality Monitoring unit. Contributed to

promotional exercises and the unit newsletter. Provided ongoing training

per tracked trends for employees.

CSR I Nov 2001-Jul 2002

Progressive Auto Insurance

Received and responded to customer service inquiries and issues from

current policyholders and agents to include the processing of endorsements,

cancellations, and research into billing and claims - Personal Lines.

Processed payments via check, credit card, and Western Union. Created our

team's contest, 'Spring into Action', to help improve Quality scores held

by Customer Service Representatives. Created a training workflow document

that was distributed to all team managers and is now being utilized by the

entire training department to educate New Hire classes. Member of the

Holiday and Birthday committees. Awards received: Three 'Five Star Service'

Awards, three 'Destination: Virtually Perfect' awards, and the 'I Care'

award, a companywide award for the top service representative

Quality Assurance-Team Lead Oct 1999-Oct 2001

USA.NET

Audited the TSR, TSR III, and TSS (Technical Support/Help Desk) groups on

both phone and email interactions with customers. Provided feedback on a

daily, weekly, monthly, and quarterly basis. Supervised four employees.

Facilitated and organized meetings and training sessions for new QA and

Technical Support employees and also coordinated training sessions for

current employees to develop their skill sets. Created programs, manuals

and databases to be used by the department in conjunction with the Quality

program. Created several award and recognition programs. Created and

produced on a weekly basis the team newsletter. Led the coordination of the

Visual Workplace program. Responsible for composing and implementing over

500 'Frequently Asked Questions' files viewable by the public. Member of

the company's Fun Committee. Before being promoted to Quality Assurance,

performed Help Desk/Technical Support duties. Awards Received: 'Top

Performer for a Support Team' (the first time this award was given to an

individual awarded by a voting process) and 'Top Sales per Hour -

Net@ddress Messaging Center Drive'.

Special Skills and Training:

. Agency Management systems: Nexsure & Applied

. Microsoft Office

. Microsoft Outlook

. Lotus Notes

. Adobe

. Internet Expert

. N.I.C.E

. Remedy

. Onyx

. Goldmine

. Teleconferencing

. AS400

. Windows XP

. Course completion of Microsoft Word 2007

. Course Completion of Microsoft Excel 2007

. Course Completion of Microsoft Outlook 2007

. Colorado Property & Casualty license held

. CISR courses completed: Agency Operations, Personal Residential,

Personal Auto

. Colorado Notary Public

. The Basic Principles for a Collaborative Workplace

Time Management

The Leader In Each of Us

'Who Moved My Cheese' - Dealing with Change in the Workplace

Volunteer Work:

Junior Achievement, Salvation Army, Girl Scout Daisy & Brownie Troop

Leader, Memorial Hospital Pediatrics, Martinez Elementary Library

volunteer, Chairperson of Membership, Co-Chairperson of

Hospitality/Martinez P.T.A., Chairperson of Scholastic Reading Roundup Book

Fair, and Co-Chairperson for the Kindness Campaign at Martinez Elementary

School, Habitat for Humanity, Ambassador Committee member, organized

company raffle for Easter Seals charity.

Contact this candidate