Customer Service Insurance

CARLA PRIAH

***** ****** ***, *********, **** *4119 216-***-**** ******@*****.***

Summary:

A highly dependable self- starter with great problem-solving skills. Offering years of professional

experience providing focused customer service. Improved productivity and ensured effective

support for staff and inter-departmental communications.

PROFESSIONAL EXPERIENCE

MD CLAIMS REP Trainee, GMAC Insurance, Cleveland OH 5/12-12/12

• Processed incoming first party auto claims

• Responsible for determining fault responsibility.

• Set and managed rentals and repair times.

• Responsible for issuing and managing claim payments.

SR. PROCESSING ASSOCIATE, Farmers Insurance, Cleveland OH 4/98-11/11

• Conducted agency audits and policy investigations 95+% accuracy. Analyzed risk

exposures and fraud trends to determine patterns and save the company money.

• Founding member of the Complex Processing Unit responsible for resolving unique and

complicated customer issues prior to involving management.

• Increased productivity and profitability by recommending process improvements to

Management in claim distributions and streamlined customer mailing process.

• Responsible for processing a high volume of calls, assisted customers, agents and claim

reps with concerns involving underwriting, billing, marketing and endorsements.

• Evaluated information to accept, reject, modify or renew individual policy risks.

• Utilized a variety of on-line tools and search methods to obtain required information.

• Reviewed claims, prepared and issued payments.

• Reported customer requested information to the DMV for insurance verification.

• Collected and processed approximately 1.3 million in insurance payments annually.

HIGHLIGHTED SKILLS

• Provided Training to more than 100 employees in; Customer Service, Phone Skills,

Underwriting, and Collection Process

• Trained and competent in: Auto Track, ChoicePoint products, all credit agency systems,

Lexis-Nexis database, Lotus SmartSuite and Microsoft Office systems.

• Extensive customer service experience; Skilled fraud detection investigator; Basics of

Business Writing; Highly effective at time management and prioritizing multiple tasks.

EDUCATION:

Associates Degree: Electronic Technology Institute, Cleveland, OH.

Graduate of East High School, Cleveland, OH

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