Customer Service Representative
Resume:
San Antonio, Texas 78237
********@***.***
Career Objective
I am seeking a permanent position as a Customer Service Representative with
an established company that shows commitment towards continuing education
and potential for advancement and dedication to quality service customer
service.
Summary of Qualifications
20 years of experience in the insurance industry and customer service
5 years of Commercial Lines Insurance experience
Possess the National Alliance Certification for Agency Operations
Possess a CISR Certification
Computer literate and proficient with Microsoft Windows, Office, Word,
Excel and Lotus
Familiar with IRS, Aims, Sagitta and the Mars System
Bookkeeping and Accounting experience
Fluent in English and Spanish
Strong written and verbal communication skills
Professional Experience
June2013 - February 2015 Green Tree Servicing LLC
San Antonio, Texas
Customer Service Representative
I assisted customers via phone with both internal and external inquiries
regarding their manufactured housing, home equity, consumer finance or home
improvement account in both Spanish and English.
Handled inbound calls from customers. Determined customer's needs, problem
solved and responded by answering questions and resolving issues. The types
of customer calls included collections, insurance, claims, payoff, general
account maintenance, document release and billing issues. Calls were
handled for all Divisions of Green Tree Servicing, LLC (MH, HE, HI and CI).
Cross-sold the benefits of insurance with Green Tree Agency to customers
that have outside insurance policies. Offered customers the opportunity to
receive a customized insurance quote with a licensed Green Tree insurance
agent.
Researched customer questions, faxed answers to customers or completed
service requests to resolve customer inquiries.
Entered address corrections, sorted mail, bar coded documents for imaging
and folded and prepared correspondence for mail delivery.
Other duties as were necessary
March 2011 - May 2013 Leading Edge
San Antonio, Texas
Coach Support Specialist Customer Service Representative
Currently as a Coach Support Specialist, daily I process between 200 to 300
outbound and inbound calls per day. Our Goal is to prep the member and
advise them of the reason for the call and submit the call to the
Registered nurses for Health coaching. On inbound calls we are to process
the member information, assess the need of the member to speak to the nurse
and warm transfer the call immediately.
Coach Support
Customer service
Auto Dialer
Cold Calling
Warm Transfers
April 2009 - March 2010 Aerotek - Wells Fargo
San Antonio, Texas
Co-Loss Mitigation Customer Service Representative
Telephone processing of loss mitigation loans thought the HAMP Program.
Applications taken for review of refinanced home loans to qualify for the
HAMP program. Interview's conducted via the telephone and document's fully
processed for the completion and acceptance or denial of the loans.
Customer service
Auto Dialer
Cold Calling
Warm Transfers
February 2005 - April 2009 USI Affinity Corporation
1 San Antonio, Texas
2 Licensed Customer Service Representative
Telephone collections and policy cancellations. Consistently maintained
ranking in the top 3 monthly performers. Handled and serviced personal
accounts daily. This entailed processing endorsements, claims, payments,
credit and MVC checks, collections on past due accounts, and maintaining
and remarketing all renewal business. Accounts consisted of Automobile,
Property and Casualty for the following states: Texas, Colorado, Maryland,
Ohio, Wisconsin, West Virginia, Nevada, New York, South Carolina, Georgia,
New Jersey, Illinois, Kentucky, Delaware, California and Florida.
Cold Calling
Customer service
Payments
Collections
Processing
Sales
January 2004 - February 2005 IBC Insurance Agency
1 San Antonio, Texas
3 Commercial Lines Account Executive Assistant
Telephone collections and policy cancellations. Assisted the Commercial
Lines Account Executive with the handling and servicing of medium-sized
commercial accounts daily. This entailed processing endorsements, claims,
payments, credit and MVC checks, collections on past due accounts, and
maintaining and remarketing all renewal business and account billing.
Accounts consisted of several lines of commercial business including
Commercial General Liability, Commercial Automobile, Commercial Property,
Worker's Compensation, E&O and D&O policies, and multiple lines of
commercial bonds.
Cold Calling
Customer service
Payments
Collections
Processing
Sales
May 2003 - January 2004 Vannes Insurance Services/Danbury Insurance
San Antonio, Texas
Customer Service Representative
Telephone collections and policy cancellations. Produced and serviced both
Personal Lines and Commercial Lines of insurance business daily.
Responsibilities entailed writing new business, processing endorsements,
claims, payments, credit and MVC checks, collections on past due accounts,
and maintaining and remarketing all renewal business. Accounts included
Personal Lines Auto, Homeowners Insurance, and several lines of commercial
insurance business including Commercial General Liability, Commercial
Automobile, Garage Liability/Keepers, Commercial Property, Worker's
Compensation and Commercial Bonds.
Cold Calling
Customer service
Payments
Collections
Processing
Sales
March1999 - May 2002 A.R.E.A. Insurance Agency
1 San Antonio, Texas
4 Customer Service Representative
Telephone collections and policy cancellations. Produced and serviced both
Personal and Commercial lines of insurance. I handled all of the new and
existing Commercial Brokered accounts. Daily responsibilities included
maintaining and remarketing both Personal and Commercial lines of business,
processing payments, credit and MVC checks and collections on past due
accounts. Accounts included Commercial General Liability, Commercial
Automobile, Commercial Property, Worker's Compensation and Commercial
Bonds. In addition, processing endorsements and claims as required.
Cold Calling
Customer service
Payments
Collections
Processing
Sales
Febuary1996 - March 1998 Allstate Insurance Office of Ben Macias
1 San Antonio, Texas
5 Customer Service Representative
Telephone collections and policy cancellations. Serviced and maintained
all of the agencies personal lines of business including Automobile and
Home Owner's insurance. Responsibilities included servicing new and
existing business, processing payments, credit and MVR checks and
collections on past due accounts. In addition, performed general office
duties such as taking payments, bookkeeping, processing endorsements and
claims as needed.
Cold Calling
Customer service
Payments
Collections
Processing
Sales
Education and Training
2005 Professional Field Underwriting II
2003 - 2005 San Antonio College - Business Administration
1998 Leonard's (Course Completed)
1991 - 1992 Palo Alto College (25 Credit Hours Earned)
1987 - 1991 John F. Kennedy High School (Graduate)
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