Sales Customer Service
Resume:
Vanessa G. Martin
Dallas, TX 75252
**********.*.******@*****.***
972-***-**** Home
281-***-**** Mobile
PROFESSIONAL EXPERIENCE
Angelia Dunbar Realty – Loan Processor - 2/18 to present (Contract position)
Collect and prepare the materials needed in order to secure a loan for borrowers, examine applications and verify all of the information provided. Analyze borrower’s financial statements, pay stubs/profit and loss statements, income tax returns, and review credit reports.
Safeco Insurance Company – * Claims Associate – 5/16 – to 2/18
Performs 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.
Determines policy status and coverage; reviews appropriate policies for coverage, limits and deductibles; immediately notify supervisor of any claim that may be outside of assigned scope of handling level or authority.
Makes prompt contact with policy holders and other parties in the loss involved to schedule inspections as needed.
Sets expectations, develops an action plan and performs an initial exposure assessment.
Conducts investigation to determine coverage disposition and damages. Reviews any estimates or receipts for consistency with description of loss as well as appropriate scope and pricing.
Identifies any subrogation potential and liability exposures and consults with supervisor.
Ensures regular and timely follow-up and brings claims to prompt and appropriate conclusion while keeping the customer informed throughout the process.
Ability to prepare estimates using estimating software.
Investigate, analyze, evaluate and negotiate claims.
This is a Liberty Mutual Insurance Company
Liberty Mutual Insurance Group – * Service & Sales Representative – 8/15 to 5/16
Provides excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by geographic area and line.
Builds rapport with each customer. Listens to customers' requests and inquiries. Works to retain policyholders who inquire about canceling through open listening, policy review of customer issues, and escalation to the appropriate team if necessary.
Processes policyholder transactions accurately and within Customer Response Center established time standards, sells new policies and bind coverage.
Interprets policy contracts to insured based on knowledge of Personal Insurance auto products. Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements. For features or products outside of auto, escalates the policyholder to the appropriate team.
Understands aspects of billing systems as it pertains to policy coverage. Identifies and communicates transactions and impact to policy premium. Evaluates and makes decisions regarding exceptions to payment plan and fees. Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements. Places policy in follow-up and ensures adherence to arrangements specified.
Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
Utilizes on-line reference materials to provide confident, accurate, and efficient information. Develops and maintains product, procedural and technical systems knowledge. Completes licensing and continuing education requirements.
Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet.
Supports and participates in office or department programs and contests.
Performs additional duties as assigned.
Customer Service Representative
RealPage Inc- * & Customer Sales Service Licensed Associate - 04/14 - to 08/15 – Richardson, TX – Resolved problems for customers, client employees, peer associates, internal departments, underwriters, and management, daily processing of administrative tasks related to phone calls, voice mails, emails, faxes, mail, supplies, reporting, etc., perform tasks and responsibilities that require an insurance license including but not limited to:
o policy rating, interpretation, cancellation
o helping customers through the process of application completion
o client calls with coverage, claim, and premium related questions
o updating insured data or providing explanation – coverage changes, limitations, exclusions, specific claim situations
o email specifically requiring a license
Travelers Insurance - *Sales Counselor/Underwriter - 01/08 to 04/14 - Richardson, TX - Establish rapport and provide a superior sales experience with prospective customers. Develop product, underwriting, and sales knowledge to counsel and sell available Personal Insurance products. Solicit all information necessary to produce a quote. Develop underwriting exposures and make pricing decisions or recommendations to Underwriter (as appropriate). Represent Travelers in a positive manner to close the sale as appropriate. Work to expand telemarketing, sales and systems skills. Underwrite homeowners, tenant, rental property, umbrella, and auto for personal lines. Underwrite and process new business applications, renewal referrals, renewal exceptions, endorsements, cancellations and reinstatements. Serviced incoming phone inquiries from customers (both agents and insureds). Monitor agency trends and recommend corrective action where appropriate.
Key responsibilities were:
1.Reviewed applications for insurance coverage, reports from loss control consultants and other information to determine if application is acceptable for the program(s) available.
2.Evaluate the experience of a risk against the class of business under review.
3.Evaluate the loss potential due to catastrophe, severity, and/or frequency.
4.Rate policies or check previously rated policies for proper rating.
5.Utilize knowledge of automated systems to develop information for new or renewal policies.
6.Prepared quotations for agents and answers questions from agents, policyholder, or prospects.
7.Assists agents with comments or questions about applications and the likelihood of acceptance by the company.
8.Reviews requests for cancellation, endorsements, etc.
9.Reviews policies for renewal consideration.
10.Request additional documentation necessary for the processing of an application, endorsement or cancellations.
11.Respond to telephone inquiries.
12.Process underwriting transactions.
13.Requested billing corrections and follow up.
Small Business Administration (Department of Agriculture) - 11/05 - 12/07 Ft. Worth, TX - *Loan Officer - Underwrite and review a variety of business and home loans by applying a range of financial and credit analysis techniques; calculates repayment terms, considers lien position and recommends a course of action to protect the Government’s interest. Review credit applications and render appropriate credit decision within credit policy requirements and in compliance with all government regulations, verify proof of employment, residence and references for each loan candidate, ensure that all information is entered correctly, read credit bureaus, structure loans based on credit criteria, interview potential loan candidates and review loan documents, prepared reports, reviews loan recommendations on case files prepared by other loan officers; participates in loan closings; and performs other duties as assigned that are related to the approval and disapproval of disaster loans and disaster operations. This was a temporary job to help the Katrina Flood disaster victims with loan approval. I was laid off.
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