Customer Service Representative

Emilia Dufresne

**** ******** ***** ~The Colony, TX 75056~ 305-***-**** ~ **************@*****.***

Objective

I am a self-motivated individual, who is confident that acquired skills and professionalism will assist in contributing to the profitability and growth of a company. I seek a position that will fully use my communication and organizational skills to ensure the company’s success.

Education

Masters of Science in Healthcare Admin Present

Purdue University Global

Bachelor of Arts in Criminal Justice May 2012

Florida Atlantic University, Boca Raton, FL

02/2018-Present Liberty Mutual Insurance Company Plano. TX

Claims Customer Care Associate

-Property and Casualty Adjuster license in various states

-Provide efficient customer service by promptly and courteously responding to all inbound inquiries regarding Personal Insurance claims.

-Perform initial capture of new Auto claims; Processes all "First Notice of Loss" and performs enhanced capture steps as needed. Capture new claims and service existing claims through effective collaboration with internal and external partners.

-Set expectations with customers on when updates on their claim status will be provided. Provides contacts for temporary resources such as rental cars locations and or tow trucks to assist callers.

-Demonstrate understanding of policies and provides guidance and assistance to callers based on their needs; and may make limited recommendations on enhancements as needed.

-Process caller transactions accurately and within established Contact Center time standards. Manages and utilizes time effectively to ensure the required service levels for call capture and service handle time as well as quality and customer satisfaction standards are met.

-Efficiently utilizes on-line reference materials to provide accurate and timely information and counsel to customers. Effectively operates systems and applications including computer desktop, Microsoft Outlook, call center specific phone systems and the internet.

08/2015-01/2018 Purdue University Global Fort Lauderdale, FL

Student Success Coordinator/ Academic Advisor

- Provide quality academic advisement and student services to new and continuing graduate students.

-Advise students in program selection, test counseling, registration, etc.

-Advise students on academic issues and program progress.

-Assist students in identifying and overcoming academic difficulties through thoughtful education planning. Assess individual student needs and make appropriate internal and external referrals. Assist student in establishing realistic and attainable academic goals.

-Maintain accurate student records for advisees, track advisees academic progress on a regular basis. Evaluate transfer credit, review records for academic progress and degree conferral.

-Respond to student inquiries, verbally or written, in a timely manner.

-Provide assistance and support for new student orientations

-Serve as proactive retention agent

-Establish and maintain relationships with assigned Department Chair/Program Directors to understand and clarify departmental expectations. Maintains current knowledge of all the degree and certificate programs

-Work closely with admissions and financial aid staff to advise students of status and documents

-Work closely with the Academic Office and Student Services to connect students to academic support (Tutoring and testing)

04/2014-08/2015 Kaplan University Fort Lauderdale, FL

Admissions Advisor

-100% success rate while mentoring protégé’s in order to increase performance to meet minimum performance standards for maintaining position.

-Contact and recruit prospective students for enrollment.

-Assist students in building solutions to further achieve future career goals.

-Advise student of programs and expectations for graduation.

-Ensure complete, accurate and timely student records are created for admissions process.

-Ensure qualitative and quantitative objectives and metrics are achieved and/or surpassed throughout the admissions process.

12/2012-02/2014 Nationstar Mortgage Lewisville, TX

Loss Mitigation/Dedicated Loan Specialist for Freddie Mac Division

-Responsible for effectively managing a delinquent mortgage portfolio

-Resolve customer delinquency by offering permanent workout solutions such as modification, repayment plan, short sale, deed in lieu or reinstatement of account

-Assisted borrowers in completing modification application and ensuring all documents were accurate

-Reviewed financial obligations with borrower to advise the best solution to successfully keeping accounts current

-Worked with third party Attorneys with foreclosure information and documents needed for modification

-Advised borrowers of modification denials or validation of trials

-Maintained guidelines for contacting borrowers according to FDCPA

08/2012-02/2014 Baylor Orthopedic and Spine Arlington, TX

PRN Unit Secretary/Monitor Technician

-Audit new admission charts for correctness of Face Sheets information, completeness of initial nursing assessment and personal inventory sheet.

-Make and confirm necessary in-house and outside doctor appointments and update family members.

-Obtain results of test performed for residents outside the facility (i.e. hospital, urgent care) and send lab reports to assigned physician.

-Maintain logs for rental equipment.

-Prepare admission packets on a daily basis

09/2008 – 07/2012 Special Care Providers Pompano Beach, FL

Unit Secretary Supervisor/Monitor Technician

-Created and Executed first training manual for Unit Secretaries

-Participated in the orientation of new employees

-Trained and supported new Unit Secretaries on job responsibilities and tasks

-Prepared work schedules and managed them daily

-Communicated pertinent staffing information to nursing supervisors, charge nurses and staff

-Performed computer data entry functions; i.e. scheduled and actual staffing hours.

-Helped to effectively and efficiently determine the staffing needs for the unit

-Provide full secretarial support to Physicians, Nurses, Respiratory Therapists and Administration

-Reviewed patient data when transferred from another facility and corrected information as needed via registrar

-Verified insurance information with patient and/or family member

-Operate multi-line phone, fax, copy and scan machine

-Monitor patient heart rate and rhythm; contact head nurse or physician in case of in-patient heart rate or rhythm abnormalities

04/2007 – 05/2008 American Express Plantation, FL

Customer Service Representative

-Aided cardholders with account questions, billing transactions, financial plans and promotions

-Assisted customers with credit line increases/decrease inquiries, disputes and account education

-Keyed payments directly into customers’ accounts, adhering to customer and company specifications

-Arranged handling of fraudulent cases

-Provided repayment options for delinquent accounts to bring account back to good standing

-Maintained and exceeded company's established quality, compliance, and customer service standards

01/2005 – 03/2007 Washington Mutual Delray Beach, FL

Senior Teller (Supervisor)

-Acquired senior teller position within 5 months of hiring

-Trained and instructed employees in job duties and company policies

-Prepared and issued work scheduled, deadlines and duty assignments to teller staff

-Assisted tellers when balancing problems occurred using knowledge of common errors

-Ensured due diligence procedures compliance were followed in regards to suspicious activities of large currency transactions above $10,000 and monetary instruments purchases (i.e. cashier's checks, money orders and travelers checks) in amounts exceeding $3,000 and above were reported to AML/BSA in a timely manner.

-Managed schedule for tellers and ensured there was always adequate coverage when needed.

-Demonstrated flexibility and willingness to take on new roles and responsibilities to help with the overall operations and performance of the banking center.

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Skills, Languages and Certification

Property and Casualty Adjuster License

System Experience: LPS, LSAMS, SRM, CRM, CVUE, Orion, and GENESYS.

Microsoft Office (Excel, PowerPoint, Publisher, Word)

Bilingual: English an Creole

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