Teresa Stocker

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

Southaven, MS 38671

662-***-****

ac86ql@r.postjobfree.com

SKILLS & ACCOMPLISHMENTS

Experience as an administrative, financial, and customer service professional

Ability to direct complex projects from concept to fully operational status

Goal-oriented individual with strong leadership capabilities

Organized, highly motivated, and detail-directed problem solver

Proven ability to work in unison with staff, volunteers, and board of directors

Proficient in Microsoft Office, Word, Excel, Access, Outlook and XactAnalysis

Trained, supervised and evaluated staff

Managed and developed new employees to increase job knowledge and performance

Successfully refined and implemented accounting processes

PROFESSIONAL EXPERIENCE

INSURANCE CLAIM ANALYST, SERVICEMASTER RESTORE

2009 - Present

Reviews, analyzes and audits mitigation claim reports based on standards including: correct invoicing of line items, critical review of data in the record of drying conditions, correct labor efficiency, price list variation, equipment sizing, etc.

Submits claims within established audit guidelines for commercial and personal lines clients and insurance customers, and follows up on the status of all claim files with clients and requests funds due on all losses that analyst processes.

Communicates expectations of file quality to franchisees including completeness and accuracy of Record of Drying conditions according to the S-500 audit guidelines established by the Institute of Inspection, Cleaning and Restoration Certification.

Corresponds with franchisees, 866RECOVER (end user) clients, agents, policy holders, and insurance companies on claims and payment status. Records billed items into the system and verifies aging accuracy.

Performs extensive research on problem claims inaccuracies, assists with process improvement and creation of standard operating procedures to better meet client requirements to ensure payment accuracy.

Produces and distributes weekly and monthly reports.

CLAIMS CAPTURE UNIT REP – SHIFT LEADER, SERVICEMASTER RESTORE

2007 - 2009

Collecting, analyzing, and reporting daily/weekly/monthly lead generation.

Responsible for generation of State Farm claims through XactAnalysis, dispatching customer information to the franchisees and follow-up.

Training new employees on lead generation and duplication identification.

Served as Team Leader for up to 15 representatives ensuring successful transfer of incoming call and internet lead volumes.

CUSTOMER SERVICE SALES REP, WEST AT HOME

2008 - 2014

Captured inbound customer service and sales calls.

Responsible for completion of sales transactions for multiple companies.

Responsible for verifications of customers’ personal information including names, addressed, phone numbers and credit card information.

CUSTOMER SERVICE REP II, REGIONS FINANCIAL

2004 - 2005

Responded to inquiries regarding a full range of customer transactions, banking products and services.

Established resolutions for routine customer service problems in a timely manner.

Researched operational problems and initiated corrective action within scope of responsibility.

Advised management of irregular or recurring problems that would improve processes and services provided by the call center.

CUSTOMER SERVICE ASSOCIATE, AT&T WIRELESS

2003 - 2004

Ensured delivery of excellent customer service through fast and accurate processing of phone orders.

Communicated and coordinated with other departments to resolve customer inquiries.

Served as the first point of customer contact for general inquiries including pricing, products, billing, refunds, complaints, etc.

Responsible for building and maintaining business relationship between clients’ services to promote customer loyalty.

EDUCATION

BS, Business Administration and Finance, University of Arkansas at Pine Bluff

MBA, Jones International University

COMMUNITY & VOLUNTEER800

Secretary & Treasurer, University of Arkansas at Pine Bluff Investment Club

Office Aide, University of Arkansas at Pine Bluff Finance & Administration

Main Street C.O.G.I.C., Assistant Financial Secretary

Joe Stocker Construction Company, Administrative Clerk

Powerhouse Ministries Music Department, Financial Secretary

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