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Customer Service Manager

Wylie, TX
October 24, 2018

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Dequintus Robinson 903-***-****

Wylie TX, 75098

Professional Profile

Ability to think strategically and suggest creative solutions in-line with business objectives

Strong background in insurance, insurance law, underwriting, collections, and negotiating settlements

Demonstrated mature business judgment and ability to drive complex or difficult decisions within an organization

Highly experienced in managing successful customer service teams

Ability to properly access and train individuals to perform at high levels

Ability to thrive in a demanding environment, requiring high degree of deadline-driven productivity, commitment, adaptability, communication, initiative and follow-through

Excellent time management and organizational skills

Strong communication, analytical and interpersonal skills

Accustomed to working in fast-paced environments

High level proficiency in operating all Microsoft applications


Highly motivated and goal oriented professional with over 6 years in management of originations and loss mitigation experience.

Licensed All line adjuster with 2 years of experience in personal lines, auto, and catastrophe claims.

Ability to handle complex negotiations, meet strict timelines, and great time management skills.

Over 10 years of experience in banking and financial services with exceptional customer service, negotiation, and quality marks.

Two years of underwriting multiple lines of business with a 96% quality score and impeccable customer and agent communication.

Relevant Work Experience

Independent Adjuster Hammond, LA

Worley September 2017- November 2017

Inspect claims to determine values of loss and amount of damage

Create reports of inspections

Use software to validate claims

Negotiate and settle claims in a timely manner.

Observe and issue information based on company procedures.

Ability to meet tight deadlines with accuracy and precision

Work with vendors and contractors to resolve issues.

Set reserves and issues payments accordingly.

Worked as a part of a select team to handle catastrophe, as well as day to day claims. Reached final group of each assignment, due to ability to maintain and accurately work claims and resolve issues, as well as track and keep claims under the allotted time frame that each had to be worked. Due to my high success rate. I was chosen to be someone new claims adjuster could sit and learn how to work claims properly. Developed a system to keep track of all claims and how to keep them maintained, contacted, and updated on a daily basis. Used great negotiation shills to keep policy holders happy as well as stay within what was allotted by the policy per company procedures. Used excellent customer service skills to keep each customer knowing that every account mattered to me and the company and their return to normalcy was my main objective.

Underwriter Richardson, TX

State Farm January 2014- May 2016

Risk management

Analyzed schematics to determine risk potential

Determined coverage limits

Produced exceptional amount of policies for agent offices while maintaining a 96% quality rating.

Used exceptional time management to exceed all expectation, which allowed me to become a mentor to other underwriters.

Interacted with agents to create a great relationship for the customer

Remarkable communication skills that allowed me to serve on a board elected by my peers to bridge the gap between trainers, managers, and employees driving down new business confusion.

Worked as part of the recruiting team, setting up career fairs and assisting managers with the hiring process and onboarding procedures.

Worked on team that was fairly new to the new State Farm City Line group tasked with underwriting the new policies that the company was obtaining thru their agents growth rate and expansion. Assigned to pass out the new policies to each employee in the department as a part of my daily task, as well as work the policies that I also received. I was selected as part of a group of associates task with finding a way to stream line the process between new employees as well as trainers and management to help with easing the new process for the company. Maintained a very high quality score, as well as very high production numbers on a day to day basis. Trained on multiple lines of insurance underwriting.

Mortgage Banking Quality Specialist II Coppell, TX

Chase Bank September 2011 – November 2013

Reviewed underwriting and foreclosure loans while maintaining a high-level of accuracy and precision

Selected to join top officials on implementing new system that cut the procedure time for a foreclosure document by 40%

Selected for the spotlight award for my ability to help train and implement a system that drove the process time down and created an atmosphere of quicker more accurate work.

Exceptional time management used to handle the customer’s needs while slashing the amount of foreclosures on a daily basis.

Junior Underwriter II

Risk management

Reviewed conventional and government loans

Assessed debt-to-income and loan-to-value ratios

Reviewed all loans according to company and government procedures and assessed the risk associated with approving loans to be written and processed

Worked as a junior underwriter, learning all the processes to successfully underwrite every type of home loan. I was transitioned into a new role as a quality specialist. Task with helping customers with every aspect of either going thru foreclosure or navigating them out of that stage and back to normalcy. Assigned, as a part of a team tasked with making the processes for this new department easier for customers, and associates alike. Worked with upper management to create a new process that cut the time handling each file almost in half. Won the chase spotlight award two times for outstanding work.

Customer Care Coach Plano, TX

Bank of America October 2010 – September 2011

Assisted with personal and professional development of teams

Increased quality call ratings by 10%

Increased new and seasoned employees ability to exceed all sales requirements

Assist with the hiring process of new team members and develop training methods to help associates to move smoothly into new positions.

Guided a team of 10 associates, helping to establish different techniques and procedures to upselling customers and deepening the relationship with Bank of America. Guided team to marks that they hadn’t been hitting in over two months. Motivated and trained each associate to reach their personal goals as well as train them on the company’s standards and procedures.

Originations Manager Little Rock, AR

General Motors of America Corporation October 2004 - September 2010

Approved and referred loans based on specifications within specified limits

Analyzed applicants' financial status, credit, and property evaluations to determine feasibility of granting loans

Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information

Reviewed and updated credit and loan files

Responsible for updating and maintaining policies, standard operating procedures, and supporting documentation

Kept team members in-line with all company policies, while obtaining the goals and standards set by the company

Loss Mitigation Manager Little Rock AR,

December 2004- September 2010

Analyzed financial documentation to determine most effective Loss Mitigation Alternative

Lead new to team to top 5% of company standing within 6 months

Prepared necessary documentation to complete repayment plans, forbearance plans and Loan Modification Agreements

Identified and referred fraudulent and/or suspicious accounts to the Quality Assurance Department

Monitored the approved repayment/forbearance plans on a monthly basis

Compiled and maintained departmental reports

Helped customers obtain a sound and quality resolutions without incurring any financial loss

Developed team members into great associates for the company while driving home the ability to do so and keep customers extremely satisfied

Exceeded set goals, while making sure that each and every associate reaches their maximum potential

Lead a team of 12 associates. Handled all the daily reports, escalated calls, and skip tracing duties to help my team to reach new levels of success as a team.. Monitored calls and established a system that helped each employee reach their personal goals, as well as the team goals each month. Used KPI’s to help each associate stay in line with company metrics and motivated and coached each associate to perform at their highest levels. Performed monthly reviews to let each associate know where they stood as far as progress towards their individual and team goals. Team reached the top 5% within the first 6 months.

Technical Support Little Rock, AR

Doane College IT Department December 2003- May 2004

Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Gathered customer’s information and determined the issue by evaluating and analyzing the symptoms

Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more

Researched required information using available resources

Identified and escalated priority issues per client specifications

Accurately processed and recorded call transactions using a computer and designated tracking software

Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

Followed up and made scheduled call backs to customers when necessary

Stayed current with system information, changes and updates

Academic Background

Doane College Crete, NE

B.S. – Information Technology May 2004

Awards & recognition

Excellence in Leadership – 2013 (Chase)

Spotlight Award for Outstanding Work – 2012, 2013 (Chase)

Kappa Alpha Psi

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