High School Customer

Helen Delafield

Email: abqa7s@r.postjobfree.com

Address: **** ************* ***.

City: Orange

State: TX

Zip: 77632

Country: USA

Phone: 469-***-****

Skill Level: Experienced

Salary Range: $45,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

H. Laurie Delafield

2702 International Ave., Orange, TX 77632, 469-***-****, abqa7s@r.postjobfree.com

Professional Experience

LIBERTY MUTUAL INSURANCE COMPANY, IRVING, TX

Sr. Customer Claims Representative (Total Loss) - July 2011 - Present

* Calculate and negotiate policyholder and claimant settlement amounts and issue required payments

* Take first notice of loss from policyholder's, claimant's or third parties while reviewing accident details and photos to determine liability and/or fraudulent claims for further processing

* Contact policyholder's, claimant's, third parties and witnesses to obtain accident, insurance and vehicle information, as well as, acquire recorded statements for liability determination or possible arbitration

* Mentor new hires and train representatives moving to the Total Loss department on required policies and procedures for the proper processing of claims in accordance with State regulations

PROTECTION ONE, IRVING, TX

CS/Monitoring Shift Supervisor - September 2008 - July 2011

* Managed a staff of twenty-six commercial and residential alarm monitoring representatives, one command controller and two supervisors

* Reviewed and delivered monthly call and performance evaluations, as well as, annual merit increases for representatives and supervisors

* Contacted, interviewed and hired personnel for the Commercial Monitoring Center

* Monitored CMS/Avaya reports to maintain staffing levels in order to meet company metrics of an incoming call ratio of sixty seconds or less, a three minute call handling time and a zero abandon call rate

* Facilitated monthly and weekly Senior management meetings that highlighted UL adherence, statistical trends for calls, alarm and agent activity captured by utilizing historical and real time data

CITICAPITAL, IRVING, TX

Team Leader (Customer Care Rep I) - May 2004 - July 2008

* Communicated with both lease and loan customers and assisted with their account related questions

* Prepared amortizations, payment histories, lien releases, title release requests and bill of sale documents

* Handled escalated customer calls, monitored team phone adherence using CMS/Avaya and trained new employees

DRIVE FINANCIAL SERVICES, DALLAS, TX

Assistant Customer Account Representative (Team Leader) - January 2002 - April 2004

* Contacted delinquent account holders and negotiated repayment arrangements on automobile accounts in an effort to bring account current

* Utilized various skip tracing methods in an effort to locate delinquent non-contact customers

* Trained new hires and assisted a team of eight representatives with complex customer account issues or escalated calls in an effort to provide resolution

Educational Background

UNIVERSITY OF NORTH TEXAS, DENTON, TX

Bachelor of Science - Criminal Justice, May 1994

WEST ORANGE STARK HIGH SCHOOL, ORANGE, TX

High School Diploma, June 1989

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