Customer Service Representative

LANCE J. ASBRA

**** **** **** ***** **** Loma, California 91701

909-***-**** (C) ******@*****.***

OBJECTIVE

To obtain a position that will allow me to utilize my education and work experience for the

benefit of the company as well as for personal growth and professional advancement.

EXPERIENCE

Farmers Insurance, San Bernardino, California, 2007–Current

Sr. Claims Representative

Conduct field based investigations within assigned territory by visiting policyholders’ homes

to investigate and survey property damage.

Network with contractors and companies to identify resolutions to mitigate damages.

Assess damages and prepare estimates to reach settlements.

Explain benefits, coverage, and claims process either verbally or in writing in compliance

with regulatory and statutory requirements.

Exercise independent discretion to issue check and make payments to homeowners based

upon established parameters of homeowner’s policy and estimates.

Manage accounts remotely and by traveling 50% of time to meet with claimants.

Interpret and administer policies/contracts to meet needs of various homeowner claims.

Provide assistance to other territories in Arizona, Nevada, Central and Northern California.

Recognized for Storm Duty service multiple times for support in TX, GA, AL, and NC.

Mercury Insurance Group, Rancho Cucamonga, California, 2004 -2007

Automobile Claims Adjuster

Handled incoming calls and make outgoing calls, working with insured and claimants in

order to resolve loss claims.

Worked with hard files and computer database in resolving claims. Strong understanding of

claims laws and procedures.

Interface with agencies, businesses, and clients. Make loss and expense payments.

Researched and interviewed individuals to determine facts in order to resolve claims in

accurate timely manner. Resolve bodily injury and medical pay claims.

Cucamonga and Etiwanda School Districts, Rancho Cucamonga, California, 2003-2004

Substitute Teacher (Grades K-8)

Responsible for providing instruction, managing the classroom environment, and promoting

student learning in the absence of the regular classroom teacher.

Los Angeles Background Research, Los Angeles, California, 1996 -2003

Territory Business Manager

Managed assigned territory within the California court system for designated employers for

pre-employment background evaluations.

Trained and supervised employees within territory covering Los Angeles, San Diego, Orange,

San Bernardino, and Santa Barbara counties.

LANCE J. ASBRA

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Collaborated with court clerks in accessibility to court records.

Increased profitability by over 300% from 1996-2001 by developing strong relationships

within court system.

Recognized for Team Leadership between 1997-2002 for production, training, and

professional development of others.

Continental Vending, Anaheim, California, 1995-1996

Field Representative

Maintained business territory in Los Angeles county.

Serviced and supplied business customers with quality products and services.

Maintained sales with good customer service and tracking customer needs.

Progressive Insurance, Richmond, Virginia, 1993-1995

Customer Service Representative/Team Leader

Managed incoming calls and answered policy questions to help resolve customer issues and

problems.

Interfaced with insurance agencies and underwriters to resolve questions and issues.

Promoted to Team Leader and provided training to new hired, evaluated performance of

employees during their probationary period to determine their capabilities and made

suggestions for improvement.

Responsible for complex calls and situations, requiring research and investigations of

records or transactions in order to resolve situations to meet customer and company

satisfaction.

QUALIFICATIONS AND SKILLS

Proficient with various computer operating systems including: Windows Word and Excel,

Compass, HEART, Xactmate, and Symbility. Trained in mid-loss thru Farmers.

Ability to operate independently and with self-discipline to work a flexible work schedule

with minimal supervision.

Strong research skills; able to extract key points, organize, and prepare comprehensive and

timely reports.

Excellent communication and interpersonal skills; excellent presentations skills, easily build

rapport to result in repeat business, referrals, and service recognition.

Energetic and enthusiastic; goal-oriented; thrive on challenges; professional demeanor.

Valid Life Insurance License in the state of California.

EDUCATION

California State University, Fullerton, California

Bachelor of Arts in Criminal Justice, with a minor in Political Science

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