Customer Service Management

Sarah Fulmer

Email: *********@********.***

Address: ***** ******* ***** ****

City: Riverview

State: FL

Zip: 33579

Country: USA

Phone: 727-***-****

Skill Level: Management

Salary Range: 60

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Sarah E. Fulmer

11491 Cambray Creek Loop

Riverview, FL 33579

Home: 727-***-**** Email: *********@********.***

Cell: 727-***-****

OBJECTIVE

To secure a supervisory role within the insurance industry that will allow me to continue being responsible for directing and coordinating the activities of a team of PD Claims Adjusters.

Excellent Interpersonal Skills Self-Directed

High Standards of Ethics & Integrity Multi-task Oriented

Current FL and GAaaas adjusteraaas license

PROFESSIONAL EXPERIENCE

Direct General Insurance, Tampa, FL (September 2011 to present)

First Notice of Loss Manager

Responsible for supervising and supporting the daily operations of thirty-five First Notice of Loss representatives and two Team Leads.

aa Responsible for the training and coaching of assigned staff, assuring quality and service levels are met

aa Responsible for job objectives and goals for all employees

aa Handle escalated calls

aa Motivate employees through Rewards and Recognition program

aa Coach and provide necessary feedback to representatives

aa Complete and administer performance audits

aa Identify training needs and areas of opportunity

aa Utilize workforce management tools to ensure schedule adherence

aa Recognize growth trends and staffing needs

aa Monitor phone reports daily to ensure compliance

aa Responsible for online claims reporting content

aa Responsible for pilot Live Chat Team

AAA Auto Club South Insurance, Tampa, FL (August 2009 to September 2011)

Team Leader

Responsible for the direction and management of eight Claims Adjusters to ensure consistent delivery of services that meets or exceeds customer expectations and complies with regulatory and company standards.

aa Resolve complaints, problems, and coverage questions which have been escalated through the team

aa Responsible for all management related duties including performance management/evaluations, establishment of objectives, and participates in the selection of new hires

aa Provide ongoing training and employee development to team members and ensure all receive communication of corporate/department policies and procedures

aa Plan, prioritize and organize claims workload for the unit

aa Comprehensive knowledge of general insurance policy coverage and state regulations

aa Responsible for complex and unusual Auto and Homeowneraaas claims

aa Initiated a claims specific training manual

Progressive Insurance, Trinity, FL (December) 2005-2009

Claims Adjuster (Property Damage and Bodily Injury)

Perform all duties necessary in order to fully investigate, evaluate, and settle liability, property damage and bodily injury claims, including, but not limited to the following:

aa Contact all involved parties in a timely manner

aa Interpret policies

aa Recognize potential coverage issues

aa Resolve liability

aa Proficient with the use of estimatic software (Mitchell and CCC) regarding property damage

aa Identify total losses, dispose of salvage

aa Negotiate agreed prices with body shops and issue field drafts

aa Investigate, evaluate, and negotiate soft tissue injuries

aa Maintain rapport with injured parties and successfully negotiate settlements

aa Prepare Disclosures for attorney represented Bodily Injury Claims

aa Respond and settle Injury Demands

Accomplishments

aa Highest file score review for Team audit

aa Lauded for settling for Bodily Injury claims in record time

aa Consistently rated aaAextremely satisfiedaa on customer service surveys

GIFT OF LIFE Adoptions, Pinellas Park, FL (May) 2003 -2005

Adoption Coordinator/Case Worker

Reporting to the attorney and representing the agency in the state of Florida. Responsible for the entire adoptive birth process. including the following:

aa Liaison between the birth parents, adoptive families, and medical staff.

aa Preparing all legal documents for termination of rights.

aa Assisting birth parents in creating an adoption plan from the initial intake through post pregnancy stages.

aa Counseling both birth parents and adoptive parents with adoption plan.

aa Providing notary public services as needed Preparing required documentation from birth parents and adoptive parents.

aa Ongoing communication with social workers, medical personnel, and law enforcement officers

ALAMANCE COUNTY DISPUTE CENTER, Burlington, NC (2002-2003)

Office Assistant

I assisted the Executive Director with family cases as well as performing light administrative work while attending college. I also completed my internship at the Center and had the following responsibilities:

aa Assisted with District Court duties.

aa Mediated civil cases.

aa Reviewed court dockets for the District Attorney.

EDUCATION

Bachelor of Arts - Elon University, Burlington, NC

Other: Isabella Cannon Centre for International Studies- Peru 2001

Progressive Training for Casualty, Property Damage and Injury

Current FL and GA adjusteraaas license

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