Customer Service Insurance
Resume:
Sonyetta Rankin
Haslet, TX. 76052
*************@*****.***
Summary of Qualifications
Extraordinary customer service skills
Excellent verbal and written communication as well as interpersonal skills
Adapt quickly to a diverse and fast paced environment
Great multi-tasking skills
Ability to identify problems and solutions with detailed research skills
Proven ability to achieve a high level of efficiency
Microsoft Office Suite professional (i.e. Office, Excel, Power Point etc.)
15+ years of relevant work experience
Education
Ashford University
Bachelors of Art in Psychology 08/2012 – 04/2015
Ashford University
Masters of Art in Psychology 02/2016 - expected 07/2017
Accomplishments
Consistently achieved 100% Quality and surpassed annual Quality goals
Attained multiple “Employee of the The Quarter” awards
Achieved production goal for claim processing on a consistent basis
Experience
Quality Reviewer 08/2008 – 11/2015 Allstate Insurance, Irving, TX
Reviewed and evaluated phone calls between attorneys and/or 3rd party carriers to identify opportunities for process and workflow enhancement.
Listen to employee phone calls to confirm all appropriate steps were taken to identify treatment status, payment status and settlement status.
Evaluate completeness and accuracy of documentary evidence regarding the amount of damage and attribution of liability.
Responsible for updating and maintaining specialists’ scorecards for quality assurance and communicating detailed information to supervisors along with other members of management
Trainer 06/2005 – 08/2008 Allstate Insurance, Irving, TX
Trained approximately 200 associates and managers on a new software system and workflow tool that was deployed throughout the entire department.
Organize people and tasks to achieve specific goals in alignment with company and/or departmental vision.
Participated in testing, implementing and deploying new software and applications
Subrogation Specialist 04/2000 – 06/2005 Allstate Insurance, Irving, TX
Act as a liaison between the client and attorneys
Receive, screen and route incoming telephone calls and other electronic correspondence.
Receive, respond to and process customer inquiries pertaining to various injury claims.
Research the application of laws and statutes as it applies to specific claims in each state.
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