12 years of progressive experience in the customers service field.

LAUREN HOOK

**** ********* ****** **** ****** Ca 93065

Cell Phone 805-***-****

E-mail – *******@*****.***

SUMMARY

A solution oriented leader with 12 years of supervisor experience specializing in customer service. Strengths include conflict resolution, organized, time management, working well under pressure, analytical and multi-tasking with strong work ethics.

WORK EXPERIENCE

Farmers Insurance Group – Austin, TX 04/2009 – 10/20012

Sr. Service Consultant, Inspection Team, Property and Casualty

Communicates with internal (agents, and team inspection underwriters) as well as external customers (inspectors) concerning the underwriting of policies and servicing customer accounts. Using current underwriting insurance rules and guidelines,

Analyze and resolve policy and account related questions from internal and external customers.

Communicates with appropriate personnel to obtain information when necessary.

Review of home inspection documents, including New Business and existing business, to insure compliance and current guidelines are met and verify continued acceptability of fire insurance business.

Farmers Insurance Group – Simi Valley, CA 12/2006 – 04/2009

Underwriting, Property and Casualty

Handling of inbound and outbound calls, faxes, document retention and approval of documents. Maintain a thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions and regulatory requirements.

Handled letters from the California Department of Insurance, developing written responses

Provided technical support to Agents and their personnel.

Insured compliance and current guidelines are met and verify continued acceptability of fire insurance business.

Farmers Insurance Group – Simi Valley, CA 01/1999 – 12/2006

Call Center Supervisor, Property and Casualty

Experience in recruiting, hiring and developing of new personal in the Customer Service Call Center. Strong administrative skills. Supervised the handling of inbound and outbound calls and faxes. Maintained detailed reports of call center results. .

Developed reports for Reengineering/Realignment team

Assume additional tasks of the other Call Center Supervisors while still managing all of my current duties.

Maintained staffing levels to provide efficiencies in productivity through resource management and forecasting

Assisted in preparing the Personal Lines Budget.

Farmers Insurance Group – Simi Valley, CA

Other Supervisory Positions held within Personal Lines

01/1994 – 12/1998

Compliance & Quality Control

Training and Auditing

Specialist product handling

Mail Center

EDUCATION

BSBA, Business Administration, University of Phoenix, Southern California

Insurance Institute of America, ACS100

Six Sigma Yellow Belt Designation

SOFTWARE SKILLS

Microsoft Office, Word, Excel, Power Point12 years of progressive experience in the customers service field. My professional history includes positions such as Sr. Service Consultant as well as Call Center Supervisor at Farmers Insurance .

Contact this candidate