Customer Service Project Manager

Vanessa Shephard

(H) 904-***-**** / (M) 904-***-****

**********@*****.***

Qualification Summary

• 8+ years in the Business Administration and Support

• 5 + years in Health & Financial Services field

• 10 + years Customer Service & Relations experience

• 5+ years of Project Management & Analysis

• 5+ years of Accounts Payable/Receivables

• 5+ years of Analyzing Statistical Data/Reporting

• 1+ year Underwriting guidelines, Risk Assessment, Production & Loss Analysis

Technical Skills

Data Entry (5000 KSPH)

Microsoft Word, Excel, & PowerPoint Account Management &

Maintenance

Microsoft Project & Visio

Call Center Inbound/Outbound

Typing 55 WPM

Microsoft Outlook Consumer & Commercial Collections

Written & Oral Communications

Attributes

• Strong interpersonal/communication skills (verbal and written) with people at all levels, both internally

and externally

• Ability to handle and complete several projects simultaneously and to be sensitive to deadlines

• Strong analytical skills, conducts extensive research to identify best practices and provide support

for the development of root cause analysis for employee and customer effectiveness

• Ability to handle multiple tasks, strong organizational/follow up skills required

• Able to build and maintain strong working relationships

Professional History

Shelly, Middlebrooks & O’Leary, Inc. Sep 2014 to Jan 2015

Underwriting Assistant

• Ensured policy transactions such as quotes and renewals were issued timely and all changes documented

and recorded accurately.

• Fielded customer inquiries regarding electronic and written forms, practices, and procedures and

maintained accurate record keeping.

• Updated specification changes, records tracking, and client communication as necessary.

• Process and validate data and documents from underwriting team, to ensure accuracy and completeness.

• Participate in industry events and conferences to present promotional materials and meet with potential

customers to discuss products and services.

• Generate new business through customer and web based referrals and timely communication and response.

• Assess the eligibility of a customer to receive insurance products, including equity capital, insurance,

mortgage, or credit.

• Assist Underwriters with the negotiation and creation of underwriting agreements.

• Create exclusivity agreements.

• Analyze insurance applications.

• Accompany insurance agents on sales calls.

• Approve or deny applications based on risk assessment.

• Conduct independent investigations of applicants.

• Perform background checks.

• Work with appraisers to determine value of items.

• Determine proper premiums and policy terms.

• Set specific policy terms and conditions.

• Ensure insurance company charges just the right amount for the coverage it provides.

• Analyze risk assessment, Quote prices as instructed by underwriter.

Citizens Property Insurance Corporation Feb 2012 to Jun 2014

Vendor Relations Project Manager

• Handles all activities/functions related to the credentialing of vendor firms and personnel. This

includes verifying licensures, insurance related items, background checks, and documents to ensure

compliance.

• Prepare project plans and prioritizes departmental projects such as, but not limited to, vendor

training, competitive solicitations, vendor performance reviews, data and quality audits, system workflow

and cycle time evaluations, statistical analysis, program enhancement, and other projects.

• Performs operational processes related to independent adjuster deployments. Provides support

services to Citizens Claims Operations and policyholders during both daily and catastrophic events.

• Collects, maintains, and analyzes statistical data to compile weekly, monthly, quarterly and

annual reports relating to vendor performance and run monthly statistical reports to audit and ensure data

accuracy for all vendor programs.

• Responsible for the implementation and design of system enhancements as needed. Identify and

recommend service improvement initiatives and changes within the Organization to improve operating

efficiencies, reduce cost, and increase customer service.

• Assist with Vendor Program quarterly performance review process, supporting the design and

preparation of Vendor Scorecards and Performance Reports.

• Study time or speed involved in maintenance, production, or other operations to establish

standard production rate or improve efficiency.

• Assign project related tasks to staff and vendors, monitor and track progress, and produce

reports for Claims Organization and management team.

• Complete assigned ad hoc reports and projects for management. Track assigned initiatives,

projects, and timelines related to the Claims Organization and produce reports for Claims organization

and key management.

Incepture – Florida Blue Oct 2011 to Feb 2012

Provider Service Representative

• Build, manage, and maintain client relationships. Maintain close contact and develop lasting

relationships with key providers nationally.

• Ensure financial and service program delivery and implementation to providers. Coordinating and

planning, monthly and quarterly on and offsite client meetings.

• Develop, implement and support strategic plans to achieve established profitability goals. Cultivate

existing accounts as well as develop new business through a pro active, determined approach to prospecting

working directly with sales, agents, brokers and accounts.

• Provides enhanced customer support to our top brokers and accounts by providing a single point of

contact for all processing, service, issue resolution and ongoing relationship management.

• Researches, analyzes, resolves claim payment discrepancies for assigned national accounts and seek

out solutions to reduce discrepancies.

• Collecting, analyzing and managing data in order to resolve premium payment discrepancies.

• Researching and replying to provider requests related to billing questions, processing refund checks,

and reallocating premiums as necessary.

• Managing suspense accounts using established departmental procedures, processing policy

transactions for withdrawn or declined policies, cancellations, billing mode changes, and address changes.

Education

• Associates of Occupational Studies, Katharine Gibbs School

• Bachelor of Business, University of Phoenix

• Master of Business in Business Administration, University of Phoenix in progress

***References Available Upon Request***

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