Customer Service Representative

**** ***** ********

Marietta, Ga. *****

770-***-****

*******.*****@*****.***

Iyhonna D. Smith

Objective

Experienced customer service representative and administrative support person wishing to leverage my excellent written and verbal communication skills, organizational skills and attention to detail to fill the administrative opening.

Experience 06/2015– 07/2017 Omni Insurance Atlanta, GA Customer Service Representative

• Process all inbound customer service calls

• Explain/review billing questions

• Process payments, policy endorsements and cancellations

• Review and explain coverages

• Send policy docs and letters

02/2013– 03/2015 State Farm Insurance Atlanta, GA

Claim Associate-Initial Loss Reporting

• Serve as the initial contact point for auto loss reporting

• Enable and advance initial loss reporting activities and ensure prompt routing of claims to other functional areas.

• Explains applicable repair programs and terms of policy as appropriate

• Explain and schedule rental as applicable

• Send applicable letters and/or email to customers 06/2011– 07/2012 UPS Capital Atlanta, GA

Open Cargo Insurance Service Representative (Enterprise Accounts)

• Audit all insurance documents to ensure accuracy

• Track, analyze and report on account performance

• Manually track and invoice customers (Kay Jewelers, T-Mobile, Etc.)

• Provide direct service to internal (sales team) and external customers by researching concerns, preparing certificate of insurances, processing House Policy applications, assisting with accounting/collection efforts

05/2008 – 06/2010 UPS Capital Atlanta, GA

Customer Service Representative

• Responsible for inbound/outbound customer calls

• Support sales force in implementation of new contracts and amendments to existing agreements; Audit documents for accuracy

• Special projects with UPS Capital’s Collect on Delivery (COD) Product

• Served as liaison between customer Service and Operations during critical, internal restructure

Education 08/2005 University of West Georgia (Degree Pending Completion) Carrollton, GA

Skills/Accomplishments • Type 50 WPM/12000 KPH

• Proficient in Microsoft Office Suites

• Excellent organizational skills, interpersonal skills, adaptable, excellent time management and proofing/editing skills

• 2010 Graduate of UPS Capital’s Women’s Leadership Development Program

References

• Tama Parris, Supervisor - Omni Insurance - 404-***-****

• Lucinda Augustin, Coworker - UPS Capital - 404-***-****

• Katrina McCall, Coworker - Omni Insurance - 617-***-****

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