Customer Service Insurance

Robin R. Holly

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

Spring, TX *****

Cell: 832-***-****

Email: *********@*****.***

EDUCATION: KINGWOOD COMMUNITY COLLEGE

Attended 2003-2006

LICENSE: LICENSED INSURANCE AGENT - TEXAS DEPARTMENT OF INSURANCE

General Lines – Life, Accident, Health & HMO – Active Since 01/2016

General Lines – Property & Casualty – – Active Since 02/2016

EXPERIENCE:

09/2016 To PINNACLE AUTO APPRAISERS

Present Customer Service Representative

Responsible for assisting potential clients in deciphering the Type of Appraisal that they are in need of based off the situation and information they provide to me, in regards to if they were in an accident, or need an Appraisal for a different purpose, and exactly what the purpose is as we offer a variety of Appraisals.

Knowledgeable and Responsible for answering any questions that a current or potential client may have on the vast number of Appraisals we offer, such as the Total Loss Appraisals, Value Appraisals, Diminished Value Appraisals, as well as Appraisals for Bankruptcy Cases, Early Lease Turn-In Appraisals, and Donation Appraisals for Tax Purposes, etc.

Responsible for answering incoming calls from potential clients that have a need for a Certified Auto Appraisal in any of the 50 States that we are licensed and conduct business in.

Provide requested information, and answer any questions they may have on the large array of Appraisals we offer on Automobiles, from Boats, RV’s, Motorcycles, Trailers (closed & open), Commercial Equipment, to Regular Private Passenger Vehicles, etc.

Offer Appraisals along with valuable and necessary information to the General Public, as well as Claim Adjustors from Insurance Carriers on a regular basis, such as State Farm, Allstate, Nationwide, and many others that request Appraisals for Diminished Value and Total Loss Claims.

All Appraisals are worked up by a Licensed Appraiser / Adjustor, once I had provided them with the client’s required information, signed paperwork, payment, and photos, etc., The requirements and payment amount would change depending on the type of appraisal, and what the appraisal was for.

09/2015 To STATE FARM INSURANCE

09/2016 Sales – Customer Care Specialist

Responsible for processing all client’s policy change requests for their Home, Auto and Life Insurance needs, such as address changes, billing changes, cancellations and reinstatements, processing of Title Transfers in Total Loss situations, assisted clients interested in refinancing their vehicle through State Farm Banking, processed all payments and made a weekly deposit of any checks, or money orders, as well as selling new policies, or up-sale to current policy owners whenever the opportunity presented itself.

Any time clients called in or came by the office to make a policy change or payment, the time was utilized as an opportunity to build on the client relationship by not only going above and beyond for their current service needs, but also obtaining information on their Financial Goals and potential Service Goals. This allowed me to not only Up-Sale on their current policy or policies, but to also update our system with any valuable information I had obtained. A future Follow-Up Date would be set to reach out to the client and offer product information, or services that pertained to their specified service needs and/or financial goals.

Promoted client retention by being proactive and executing high quality customer service to our clients whose policies were going to lapse, or were currently lapsed, in order to avoid the policy from cancelling. This helped in keeping the Agencies “Cancellations” at a low percentage, while showing a good retention rate overall.

Maintained and Managed a daily report compiled of all recent policy changes, cancellations, reinstatements, endorsements, lapses, etc.to ensure that our Internal System and External System showed all changes as being submitted correctly and finalized correctly and handled any discrepancies with the Corporate Office.

Appointed Sales Rep for all Flood Policies sold in our office. Handled these sales by going over the flood coverage that best suited the client’s needs, based on the value of their Home and Contents in the home. While staying in accordance with the NFIP Guidelines, and finalized all sales by submitting the clients completed application and payment online,

Maintained knowledge of the NFIP Rules & Guidelines by attending all webinars the NFIP made to Agents on a regular basis, along with emailed newsletters, as well as any articles that I would find in my community newspapers in order to facilitate the service and sales of Flood

Robin Holly

Page 2

11/2014 To TEMPLETON INSURANCE AGENCY

09/2015 Customer Service Rep

Obtain information from policyholders to verify the accuracy and completeness of information on new Applications, Mandated State Documents, and Company Records.

Processed modifications to existing policies to reflect changes by the policyholders, Insurance Company Representatives, and Title or Mortgage Companies.

Compile data on lapsed policies to determine if Reinstatement is a factor based on the Company Policies. Cancel policies based off the insured’s request, non-payment, or at the Company’s discretion.

Interact with customers to provide information in response to inquiries about products, and services, and to handle and resolve complaints.

Prioritize my assigned case/work load efficiently with minimal supervision.

Adhered to a highly structured and organized process on a daily basis, to ensure we stayed in compliance with the Department of Insurance (TDI), for the multiple carriers we submitted Auto, Home, and Commercial Lines of Business to on a regular daily basis. This included the handling of any, and all, policy change requests, billing issues including “lapsed or cancelled” policies, processing of payments, along with any other policy transactions or issues,

04/2011 To BHC MARKETING – FUTURITY FIRST INSURANCE AGENCY

06/2014 Case Manager – Life Insurance Division

Represented and worked in conjunction with several major Life, and Long-Term Care Insurance Carriers.

Received and Reviewed new insurance applications for all missing information, such as forms, signatures, policy criteria etc., prior to submission to the insurance carrier. (Approximately 20-30 Applications Daily)

Ordered and Reviewed underwriting requirements, including Attending Physician Statements, Exams, Supplemental Forms and other medical requirements for submission to the insurance carrier.

Conducted regular follow-ups via phone primarily, along with email, and/or Carrier Websites, on all outstanding underwriting requirements.

Responsible for organizing and prioritizing workload to ensure each case was processed, issued, and placed in a timely manner, while maintaining frequent communication to manage the customer’s and agent’s expectations appropriately.

Maintained internal processing database to document work activity, and communication on all assigned cases.

Acted as a liaison for all issues associated with a case to include coordination with all internal departments.

Reviewed all Issued Insurance Policies for accuracy prior to sending them out to the customer and agent.

Followed up with insurance agents on Policy Delivery Requirement’s, including application amendments, health statement, insurance premium, etc., to ensure policy is placed In Force within the specified timeframe.

07/2007 To MEDICAL BENEFIT GROUP

04/2011 Insurance Liaison/Administrative Assistant – Health Insurance

Assistant to Owner of Company which required that I run weekly reports showing the production numbers of the business, as well as the amount of business (money wise) that was staying on the books.

Attend all meetings/webinars for any new information on all insurance products and would then format the New Information for approximately 150 Health & Life Agents for their advertisement, and sales purposes.

Responsible for putting out weekly reports or any communication from our office to the agents; Thus, requiring me to put reports together, create memo’s/ letters, and have knowledge of how the entire system of our business worked in order to assist and handle any problem/question that came up on a daily basis

Acting Liaison between multiple insurance companies/carriers, and agents as well as customers for a variety of tasks; such as submitting new policies, verifying information, and getting all necessary paperwork together for the insurance company.

Responsible for maintaining tracking system for approximately 10 insurance companies nationwide, as well as running quotes for new policies

SKILLS:

Microsoft Word, Excel, Works, PowerPoint, Word Perfect, & Outlook

AS 400

Hawksoft, People Tools / People Soft 7

Act and Access Database

Internet Explorer (Most Current Version – IE 10)

Millennium Internet Database

Multiple Insurance Quoting Software’s

Type approximately 60 WPM

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